CRM & Loyalty Lead — Associate Account Director

VML; Kansas City (MO); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

VML in the United States is seeking an Associate Account Director to lead loyalty, CRM and CX programmes, acting as a strategic partner to clients and coordinating across strategy, creative, data and technology teams.

You will drive omnichannel CRM campaigns, lifecycle marketing, segmentation and personalisation, while mentoring junior colleagues and supporting new business opportunities.

This role offers a hybrid work pattern with four days in the office and a comprehensive benefits package.

Qualifications

• 5+ years in account management or client services, preferably in an agency or consultancy.
• Demonstrable expertise in CRM marketing — lifecycle strategy, campaign planning, segmentation and personalisation.
• Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot).
• Excellent communication and presentation skills with gravitas to engage senior client stakeholders.
• Proven ability to manage multiple projects simultaneously in a fast-paced environment.
• Experience mentoring junior team members.

Responsibilities

• Serve as the primary day-to-day client lead, building strong relationships with senior marketing stakeholders.
• Translate client objectives into actionable CRM strategies and campaign plans.
• Lead regular client meetings, QBRs, and reviews with transparent progress reporting.
• Own account scopes of work, budgets, and resource allocation.

Skills

CRM marketing

Lifecycle strategy

Campaign planning

Client leadership

Stakeholder management

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Braze

HubSpot

Job description

VML in the United States is seeking an Associate Account Director to lead loyalty, CRM and CX programmes, acting as a strategic partner to clients and coordinating across strategy, creative, data and technology teams.

You will drive omnichannel CRM campaigns, lifecycle marketing, segmentation and personalisation, while mentoring junior colleagues and supporting new business opportunities.

This role offers a hybrid work pattern with four days in the office and a comprehensive benefits package.