CRM Group Business Director

Publicis Groupe Holdings B.V; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global communications network in Singapore is seeking a CRM Group Business Director to lead strategic transformations in CRM practices. The ideal candidate will have over 10 years of experience in CRM and lifecycle marketing, with a proven ability to manage senior client relationships and optimize operational excellence. This role focuses on integrating data-driven strategies for client growth and transforming how customer experiences are managed, aligning with the company's objectives.

Qualifications

• Minimum 10+ years of experience in CRM, lifecycle marketing or martech-led transformation.
• Proven track record of leading CRM transformation at scale agency or client-side.
• Strong understanding of CRM platforms, data, and activation.

Responsibilities

• Define and lead the next-gen CRM vision for Digitas Singapore.
• Act as a senior client success partner, trusted by C-suite and regional stakeholders.
• Stabilise and scale the CRM practice with clear operating rhythms and quality standards.

Skills

CRM transformation

Lifecycle marketing

Stakeholder management

Data activation

Commercial acumen

Job description

Company description

Publicis Groupe is not just a company you work for; it’s a platform for you to take your talent to the world.

If you want to help change the world, ideas alone are not enough. Real impact can only come from having meaningful access to a world of knowledge, people and resources. At Publicis Groupe, you are connected to our global network, intelligence, tools, clients, brands and 80,000 brilliant minds with expertise in data, technology, media, strategy, creativity and business transformation, all literally at your fingertips.

Go ahead, the world is waiting.

Publicis Groupe is the third largest communications group in the world. Founded in Paris in 1926, we are present in more than 100 countries as leaders in marketing, communication, and digital business transformation. Two of its biggest solution hubs in Singapore - Publicis Communications and Publicis Media & Digital.

Publicis Communications, the creative communications hub of the Publicis Groupe, is a collective of the most passionate, purposeful, and progressive creative agencies in Singapore. They are Publicis Worldwide, Leo Burnett, Saatchi & Saatchi, Prodigious, and MSL.

Publicis Media & Digital, which is comprised of global media agency brands Starcom, Zenith, Spark Foundry, and Performics, is powered by digital‑first, data‑driven global practices that together, help our clients navigate the modern media landscape.

Our two other solution hubs, Publicis Sapient and Publicis Commerce, empower businesses to embrace digital transformation and equip them with a total commerce experience.

Overview

The evolution of Customer Relationship Management is crucial as businesses aim to meet the ever‑changing demands of consumers and the market. The focus is shifting from merely executing marketing campaigns to fostering a comprehensive growth strategy that integrates data and enhances customer experiences. This transformation positions CRM not just as a tool, but as a powerful engine that drives business growth through deep insights and meaningful interactions with customers. In this context, the CRM Group Business Director plays a pivotal role in shaping the future of CRM within the organisation.

This position is not just about managing existing processes; it involves stabilising the current framework, building on its strengths, and leading transformative initiatives that elevate the CRM practice. The director is tasked with establishing a clear and compelling CRM vision, developing an effective operating model, and ensuring delivery excellence across all CRM activities. The ultimate goal is to position CRM as a fundamental growth driver for clients and an essential capability that future‑proofs the business against market changes.

The role is distinctly dynamic, requiring a blend of strategic thinking, operational expertise, and strong leadership. As a hands‑on business leader, the CRM Group Business Director must balance the strategic vision with daily operational demands. This individual needs to be adept in managing teams, nurturing talent, and fostering collaboration across departments. Building strong relationships with clients is equally important, as the director acts as a partner in his/her growth journeys, ensuring that CRM initiatives align with the clients' objectives and deliver measurable results.

Key Responsibilities

1. CRM Vision & Transformation Leadership

• Define and lead the next‑gen CRM vision for Digitas Singapore, aligned to business growth, client outcomes, and Publicis Groupe strategy.
• Translate CRM from campaign execution into end‑to‑end customer value management across acquisition, engagement, loyalty, and lifetime value.
• Design scalable CRM frameworks, playbooks, and ways of working that are future‑ready and market‑relevant.

1. Client Success & Commercial Ownership

• Act as a senior client success partner, trusted by C‑suite and regional stakeholders.
• Own CRM growth across key accounts identifying opportunities, shaping solutions, and converting strategy into commercial outcomes.
• Lead CRM transformation conversations with clients, including operating model design, martech enablement, and organisational change.
• Partner closely with Media, Data, Tech, and Strategy leads under the Power of One model to deliver integrated solutions.

1. Practice Building & Delivery Excellence

• Stabilise and scale the CRM practice with clear operating rhythms, governance, and quality standards.
• Ensure CRM programmes are delivered with speed, accuracy, and accountability, stepping in hands‑on when required.
• Balance strategic leadership with practical execution, especially during high‑pressure launches or transformations.
• Drive continuous improvement across processes, tooling, and performance measurement.

1. People Leadership & Capability Development

• Build, mentor, and inspire a high‑performing CRM team from juniors to seniors and, to practitioners.
• Act as a coach and mentor, raising the bar on thinking, craft, and ownership.
• Shape career pathways and capability development to future‑prove CRM talent.
• Foster a collaborative, inclusive culture aligned with Power of One ways of working.

1. Connected Media & Identity Integration

• Partner closely with Publicis Groupe teams to embed CRM within Connected Media and Connected Identity solutions.
• Champion audience‑first, data‑driven CRM planning that connects paid, owned, and earned channels.
• Ensure CRM plays a central role in how audiences are understood, activated, and grown over time.

What Success Looks Like

• CRM is recognised internally and externally as a strategic growth engine, not just an execution channel.
• Clients see Digitas as a CRM transformation partner, not a vendor.
• Teams are confident, capable, and future‑ready.
• CRM solutions are integrated, scalable, and commercially impactful.
• Singapore becomes a centre of excellence for next‑gen CRM thinking and delivery.

Qualifications

• Minimum 10+ years of experience in CRM, lifecycle marketing, engagement, or martech‑led transformation.
• Proven track record leading CRM transformation at scale agency or client‑side.
• Strong understanding of CRM platforms, data, and activation (hands‑on experience required, not just oversight).
• Experience working in matrixed, multi‑disciplinary environments.
• Commercially sharp able to link CRM strategy to business outcomes.
• Exceptional stakeholder management and communication skills.

Leadership Traits

• Client‑first mindset with strong business acumen.
• Hands‑on leader who is comfortable rolling up sleeves when needed.
• Collaborative by nature, thrives in a Power of One culture.
• Strong mentor and people developer.
• Calm under pressure, decisive, and outcome‑driven.