SVP, Client Partner

This is a 3 months +/- CONTRACT TO HIRE position. We are seeking a data-driven Account leader with CRM expertise for a SVP, Client Partner role in our New York City office. SVP, Client Partners are responsible for leading and supporting multiple teams & clients within the agency. The role involves developing strategies to maintain high levels of client satisfaction, establishing and nurturing client relationships, and ensuring that services meet client expectations. Additionally, they also help foster cross-functional collaboration and play a critical role in shaping the overall business strategy in alignment with client needs and market trends.

In this role you will align client goals to CRM and digital marketing strategies, adding strategic value, and lead teams in transforming data into actionable programs that increase clients’ relationships with their customers by working at the intersection of Customer Engagement, Business, Technology, Big Data, and Content. You will collaborate with cross-disciplinary teams and agency partners to ensure integration of CRM campaigns with other channels. Responsibilities Leadership in driving typically $25M+ in revenue, team sizes ranging from 30-50 people with multiple client stakeholders.

Develop and implement strategies to ensure high client satisfaction and collaborate with other departments to ensure a unified approach to client experience. Establish and maintain strong relationships with key clients. Strategic CRM leadership to drive customer engagement and retention, with a deep understanding of the customer journey, leveraging data-driven insights to optimize communications, loyalty, and lifecycle marketing. Lead multi-track CRM engagements, understand the interplay between, and ensure we are driving an impact when it all rolls up to client results. Work alongside the agency Strategy team to direct lifecycle and loyalty program customer strategies and optimization.

Leverage knowledge of CRM best practices to make recommendations that will have the most impact to the client’s business and drive innovation. Lead cross-capability teams responsible for the customer engagement and messaging strategy, creative development, and execution of communications across multiple owned digital channels. Drive collaboration across Strategy, Analytics, and Technology execution teams on regular testing strategies, analyses, reporting, and optimization implementation. Work with cross-disciplinary teams and agency partners to drive integration of CRM initiatives with other digital channels. Partner closely with Technology and Data teams to elevate roadmaps for marketing technology capabilities and data integration.

Awareness and understanding of SOW and project proposal documents, account planning process, MSA, pricing information (estimates, change orders, new scopes, etc. ). Leads strategy for internal and client QBR activities, looks for opportunities to cross sell and drive organic growth with clients. Leads meetings with cross-functional agency senior stakeholders. Partners with delivery team to closely manage client business health (margin, etc. ). Qualifications15+ years of experience including driving growth for clients through CRM capabilities in an agency. Understanding of an omni-channel marketing ecosystem and customer-led marketing strategies.

Experience leading development of campaigns with addressable/owned channels such as, email, push, SMS, web, direct mail and integrating them with other channels in collaboration with cross-functional teams and agency partners. Experience working with Marketing, Product, Data & Analytics teams along with leading MarTech platforms such as Salesforce, Adobe, Braze, Epsilon, etc. Analytical mindset with the ability to interpret data and leverage knowledge of the CRM best practices to drive innovation across the business. Self-directed problem solver with excellent conflict resolution and communication skills. Proven ability to build and nurture client relationships. Experience leading complex projects and large teams.

Ability to lead a client account portfolio of $25M+. Proven experience growing client accounts and agency revenue.