Senior CRM & CX Director for Growth

Publicis Groupe; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Wholeself program

Publicis Liberté flexibility

Marcel access

Learning & development programs

Career conversations

Diversity and inclusion initiatives

Job summary

Digitas is seeking a Senior Account Director to lead a high-profile CRM and CX portfolio for one of Australia''s largest brands in Melbourne. You will guide CRM, CX, and lifecycle marketing initiatives, shaping customer engagement strategies with a multidisciplinary team.

The role emphasizes strategic leadership, commercial responsibility, and team development, delivering measurable business outcomes while driving growth and client partnerships in a dynamic agency environment.

Qualifications

• Significant experience in account management within a creative, digital, CRM, CX, or integrated agency environment.
• Proven track record leading large, complex client portfolios and managing senior stakeholders.
• Deep experience across CRM, customer lifecycle marketing, CX, loyalty, and data-driven campaigns.
• Strong strategic thinking and commercial acumen.
• Excellent communication, presentation, and relationship-building skills.
• Experience leading cross-functional teams delivering integrated marketing programs.

Responsibilities

• Lead senior client relationships as a trusted strategic advisor.
• Provide strategic guidance across CRM, CX, lifecycle marketing, personalization, and journeys.
• Oversee planning and delivery of integrated campaigns across multiple channels.
• Partner with strategy, creative, data, media, and delivery teams to ensure insight-led work.
• Mentor an account service team and foster growth.
• Drive account performance with scope, timelines, budgets, forecasting, and profitability.
• Identify opportunities to expand client partnerships.
• Champion creative excellence with customer-centric work.
• Use data and performance reporting to optimise outcomes.
• Contribute to agency thought leadership and strategic planning.

Skills

Account management

CRM/CX leadership

Strategic thinking

Stakeholder management

Team leadership

Tools

Salesforce Marketing Cloud

Jira

Confluence

Job description

Digitas is seeking a Senior Account Director to lead a high-profile CRM and CX portfolio for one of Australia''s largest brands in Melbourne. You will guide CRM, CX, and lifecycle marketing initiatives, shaping customer engagement strategies with a multidisciplinary team.

The role emphasizes strategic leadership, commercial responsibility, and team development, delivering measurable business outcomes while driving growth and client partnerships in a dynamic agency environment.