Senior Crm & Cx Lead - Strategy, Growth & Leadership

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

Benefits offered by this job

Wholeself program

Global AI Marcel access

Career development & learning

Job summary

Digitas is recruiting a Senior Account Director to lead a high-profile CRM and CX portfolio for Australia’s largest brands. You will guide CRM, CX and lifecycle initiatives, partnering with a multidisciplinary team to drive business outcomes and growth.

You will mentor a capable team, foster client relationships, and ensure work is strategically strong, creatively ambitious, and commercially effective. A collaborative agency environment awaits.

Qualifications

• Significant experience in account management within a creative/digital/CXM environment.
• Proven track record leading large client portfolios and senior stakeholder relationships.
• Deep experience across CRM, lifecycle marketing, CX, loyalty, personalisation, or data-driven marketing.

Responsibilities

• Lead senior client relationships as trusted strategic advisor and day-to-day partner.
• Provide strategic guidance across CRM, CX, lifecycle marketing, personalisation, journeys and digital initiatives.
• Oversee planning and delivery of integrated campaigns and customer experience programs across multiple channels.
• Partner with strategy, creative, data, media and delivery teams to ensure insight-led work.
• Lead and mentor a high-performing account service team and drive collaboration and growth.
• Drive profitability by managing scope, timelines and budgets.

Skills

CRM management

CX strategy

Stakeholder management

Team leadership

Digital marketing

Tools

Salesforce Marketing Cloud

Jira

Confluence

Job description

Company Description

Consumer habits are anything but linear and attention must be earned. At Digitas, we understand that to break through, brands must be surprising, entertaining, and authentic.

Consumer habits are anything but linear and attention must be earned. At Digitas, we understand that to break through, brands must be surprising, entertaining, and authentic.

Driven by imagination and fueled by deep cultural, consumer, and business insights, we craft impactful creative experiences across every medium — from integrated campaigns, gaming, and physical experiences to full-length feature films.

We earn the right for brands to be part of their customers’ networks. We drive growth with our amazing clients through our capabilities in Consulting, Products & Platforms, Customer Engagement, and Digital Media.

Part of Publicis Groupe and a Leader in Gartner’s Magic Quadrant for Global Marketing Agencies, we’re proud to work with some of the world’s leading brands.

Overview

Digitas — The Networked Experience Agency.

Role Overview

We're looking for a Senior Account Director to lead a high-profile CRM and CX portfolio for one of Australia's largest brands as it navigates an exciting period of transformation and growth. This role combines strategic leadership, commercial responsibility, and team development across a sophisticated CRM ecosystem.

You'll be a trusted advisor to senior stakeholders, guiding CRM, CX, digital and lifecycle marketing initiatives that deliver measurable business outcomes. Working closely with a well-established multidisciplinary team, you'll help shape the future of customer engagement, uncover growth opportunities, and ensure every piece of work is strategically strong, creatively ambitious, and commercially effective.

This is an ideal opportunity for an experienced Senior Account Director or an exceptional Account Director ready to step up, who thrives in a collaborative agency environment and loves building strong client relationships, developing high-performing teams, and driving impactful CRM and CX solutions.

Day To Day Responsibilities

• Lead senior client relationships, acting as a trusted strategic advisor and key day-to-day partner.
• Provide strategic guidance across CRM, CX, lifecycle marketing, personalisation, customer journeys, and digital initiatives.
• Oversee the planning and delivery of integrated campaigns and customer experience programs across multiple channels.
• Partner with strategy, creative, data, media, and delivery teams to ensure work is insight-led, connected, and impactful.
• Lead and mentor a talented account service team, fostering collaboration, positivity, and professional growth.
• Drive account performance by managing scope, timelines, budgets, forecasting, and profitability.
• Identify opportunities to expand client partnerships and unlock new areas of growth.
• Champion creative excellence, ensuring work is both strategically sound and customer-centric.
• Use data, insights, and performance reporting to optimise outcomes and support continuous improvement.
• Contribute to agency thought leadership, innovation initiatives, and strategic planning opportunities.

Qualifications And Experience

We're interested in people who bring a mix of strategic thinking, leadership capability, and CRM expertise. You may come from an agency background or be a client-side CRM/CX leader looking to make the move into agency life.

You’ll Ideally Bring

• Significant experience in account management within a creative, digital, CRM, CX, or integrated agency environment.
• A proven track record leading large, complex client portfolios and managing senior stakeholder relationships.
• Deep experience across CRM, customer lifecycle marketing, CX, loyalty, personalisation, customer journeys, or data-driven marketing initiatives.
• Strong strategic thinking and commercial acumen, with the ability to balance client needs, team priorities, and business outcomes.
• Excellent communication, presentation, and stakeholder management skills.
• Experience leading cross-functional teams and delivering integrated marketing programs.
• A collaborative, positive, and solutions-focused approach to leadership.
• Experience working with CRM platforms such as Salesforce Marketing Cloud will be highly regarded.
• Familiarity with tools such as Jira and Confluence is beneficial but not essential.

Why Digitas?

Joining Digitas means becoming part of a connected team that values creativity, collaboration, and innovation. You'll have the opportunity to work on complex, high-profile CRM and CX challenges, help shape the future of a major Australian brand, and play a key role in developing a talented, multidisciplinary team.

What We Will Offer You

Be a part of the Publicis Groupe family, one of the world’s most progressive and dynamic modern communications businesses. You can learnmore about us at www.publicisgroupeanz.com.

Enjoy all the perks that come with our network offering:

• A comprehensive Wholeself program supporting Physical, Mindful and Financial wellbeing.
• A creative, lively and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach “working your way, with us!”
• Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
• Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes.
• A culture of open feedback and support to reach your goals through our Career Conversations program.
• A committed Diversity, Equality and Inclusion strategy driven through our Viva! Women, Égalité, enABLE, EmbRACE andEcologique committees.
• Inclusive leave policies such as Fertility Treatment, Menopause, Flexible Public Holidays, Gender Affimation and Parental leave with up to 18weeks paid primary carer leave and generous secondary carer benefits, and an additional 5 days of leave (after 2 years of service).
• Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6weeks per year.
• Access to counsellors, psychologists and professionals through Sonder - an all-in-on digitalwellbeing technology platform designed to support psychological, medical & safety needs.
• Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation and the Australian Disability Network.

Our Commitment

If you don’t tick every box in this ad, please don’t rule yourself out. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity, rather than ticking boxes – so if this role resonates with you.

Diversity. Inclusion. Equity. More than just words, these are part of our DNA. At Publicis Groupe we are committed to the inclusion and recognition of all people; regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate in. We value diversity and the skills, knowledge and experience that difference brings to our culture and solutions.

Uniqueness is powerful; without it we wouldn’t be where we are today. So be you – we like it that way.

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us [e-mail]- your personal information will be kept confidential.

Additional Information

Publicis Groupe benefits: Be a part of the Publicis Groupe family, recent winner of the Employer of Choice Awards and one of the world's most progressive and dynamic modern communications businesses. You can learn more about us at www.publicisgroupeanz.com.

Enjoy all the perks that come with our network offering:

• A comprehensive Wholeself program supporting physical, mindful, and financial wellbeing.
• A creative, lively, and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach — "working your way with us."
• Access to our Global AI Platform Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
• Extensive Learning & Development opportunities including more than 15,000 learning programs via our online learning platform, Marcel Classes.
• A culture of open feedback and support to reach your goals through our Career Conversations program.
• A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, EmbRACE, and Écologique committees.
• Leave benefits including Birthday Leave, Flexible Public Holidays, and an additional 5 days of leave after 2 years of service.
• Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
• Parental leave policy with up to 18 weeks based on tenure, paid primary carer leave, secondary carer swap, and Cub Care leave.
• Access to counsellors, psychologists, and professionals through Sonder, an all-in-one digital wellbeing technology platform designed to support psychological, medical & safety needs.
• A workplace that stands together to provide a more open, supportive, and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge: https://workingwithcancerpledge.com/
• Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation, and the Australian Disability Network.

If you don't tick every box in this ad, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity rather than ticking boxes — so if this role resonates with you.

Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge and experience that difference brings to our culture and solutions.

Uniqueness is powerful; without it, we wouldn't be where we are today. So be you — we like it that way.

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via [e-mail]; your personal information will be kept confidential.