Account Director CRM (1 year contract)
About the role
We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful technology available.
We're subject matter experts in three key areas:
Strategy & Insights
- Strategic visioning and planning
- Positioning, branding and messaging strategy
- Acquisition, retention and loyalty strategy
- Copy testing, benchmarking and brand tracking
- Customer journeys and experience mapping
Creativity & Content
- Insight-based creative briefs
- Full, multi-channel campaign development
- Integrated content development
- CRM and targeted communications
- Social media and community activation and management
Data Intelligence
- Customer, competitive and market insights
- Primary, secondary, quantitative, qualitative and ethnographic research
- Database segmentation and cluster analysis
- Digital technology and marketing strategy
- Online customer experience / mapping and information architecture
Overview
The Account Director is a senior leader within the agency, responsible for guiding strategy, execution, and overall success across multiple lines of business within a single client portfolio.
This role requires a deep knowledge of CRM platforms (email, in-app messaging) and a proven ability to manage complex campaigns with cross-functional teams.
They are the key client contact at the senior level and ensure seamless integration across Publicis divisions. They must demonstrate strong leadership, operational oversight, and business acumen to foster confidence with both clients and internal teams.
They collaborate closely with the Group Account Director and Strategy team to drive ongoing planning for client programs and present strategic recommendations. Above all, they are accountable for the overall health, growth, and performance of their portfolio.
This is a 12 month contract
Responsibilities
Account Leadership
- Serves as the primary strategic and operational lead across two lines of business within a single client portfolio, ensuring the successful delivery of CRM campaigns
- Efficiently manages account team, prioritizing workload and maintaining focus on client objectives
- Aware of overall status of all account activity but not necessarily all the details
- Demonstrate a hands-on approach, stepping in to manage day-to-day activity for high-impact projects as needed.
- Key contact person for strategic or broader business issues consultation
- Articulates opinions and recommendations clearly
- Focuses on major issues of strategic importance
- Pushes for what they think is right
- Keeps things moving both within the agency and for the client
- Ensures realistic timelines are being set – is clear and precise about next steps
- Always strives for decisions and resolution
- Overall responsibility for maintaining agency standards and levels of service
- Initiates significant actions to improve agency’s or client’s business
- Identifies opportunities for and enables integration among Publicis divisions
- Keeps agency management up-to-date on big picture account issues and opportunities
- Makes tactical use of senior Publicis management to influence client
Client Relationship Management
- Builds and maintains trust with senior client stakeholders by demonstrating deep expertise in CRM strategy and execution
- Has a solid grasp of where agency work fits into client’s total operation – views client’s business from broadest perspective possible
- Understands the client’s business thoroughly – understand global issues as well as marketing issues
- Works with client in developing long-range CRM plans and ensure alignment with broader business objectives
- Identifies key players in client organization and focuses selling efforts on key
- decision-makers
- Builds support by involving multiple client contacts in appropriate stages of strategy development, decision making and execution
- Advocates for best practices in CRM, including email marketing, in-app messaging, and customer journey optimization
- Always asking “are we working as a true partner to achieve the client’s business goal”
Mentorship
- Provides clear direction and mentorship to Account members and cross-functional team members
- Cultivates a collaborative and supportive team environment, fostering growth and innovation
- Provide stimulus for new solutions to business problems
- Assign responsibilities and accountability
- Instills teamwork and unity
- Manages conflict
Strategic Management
- Involved in/inputs on all major business decisions; position/strategic discussions, meetings, research, recommendations
- Reviews/approves/inputs on all creative strategies
- Reviews/approves all new creative concepts before being presented to client
- Reviews/approves all major communications recommendations
Qualifications
- 6-8 years of experience within an agency environment
- Strong background in CRM platforms and tools, with experience in email marketing, in-app messaging, and customer journey mapping
- Experience working with Salesforce Marketing Cloud (SFMC) is a strong asset
- Familiarity with telecommunications clients or industries is considered beneficial
- Ability to multi-task and maintain a high standard of work within a fast-paced and dynamic environment
- Strong relationship building skills; good attention to detail and cross-team coordination
- Proven presentation skills
- Demonstrated leadership and ability to inspire collaboration and teamwork.
- Ability to navigate and optimize cross-agency relationships
- Proficient in Microsoft Office applications such as Outlook, Word, Excel and PowerPoint
Additional information
Publicis Canada is committed to building a diverse workforce representative of our community. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.
If you require a specific accommodation please contact Human Resources at 416-925-7733 or by email at inquiries@publicisna.com
About Publicis Canada
Publicis Canada is a full-service agency, part of Publicis Groupe SA, one of the world’s leading communications groups with over 78,000 employees globally.
Publicis Worldwide NA:
Publicis Worldwide NA is a regional operation of the largest global network within Publicis Groupe. In North America, Publicis Worldwide has offices in Toronto, Montreal, Dallas, Seattle, San Francisco, Indianapolis, Boise, Calgary, Windsor and New York, their largest office in the region with 700+ employees. NA clients include P&G, Citi, T-Mobile, Cadillac, AFLAC, Chrysler (Canada), Wendy's, L'Oreal, Nestle, Home Depot (Canada), Abbott, UBS, West Jet and Pfizer, among others.
Mission:
We are a growth company. Using the alchemy of intelligence, creativity & technology we create brand attraction, desire and transaction.
The one constant in this world is change. You can either adapt to it, ignore it, or lead it. "Lead the Change" is both our mission and our call to action. It speaks to our entrepreneurial spirit and our roots as an agency. It defines the way we think about brands, ideas and relationships, and it's alive in our work. Change that helps them to redefine the landscape and forge ahead of the competition. Change that lets them become part of the public consciousness, and create a movement of passionate advocates.
Publicis Worldwide:
Publicis Worldwide is a global creative agency, with 88 years experience providing change leadership for its clients. With over 12,000 employees in 84 countries, clients include Axa, BNP Paribas, Carrefour, Cartier, Citi, Coca-Cola, Haier, Hilton Honors, HP, l’Oréal, LG, Luxottica, Nestlé, Orange, P&G, Paypal, Pernod Ricard, RATP, Renault, Sanofi, Seb, Siemens, Telefonica, Total, and UBS. Publicis Worldwide is a part of Publicis Groupe.
Account Director CRM (1 year contract)
About the role
We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful technology available.
We're subject matter experts in three key areas:
Strategy & Insights
- Strategic visioning and planning
- Positioning, branding and messaging strategy
- Acquisition, retention and loyalty strategy
- Copy testing, benchmarking and brand tracking
- Customer journeys and experience mapping
Creativity & Content
- Insight-based creative briefs
- Full, multi-channel campaign development
- Integrated content development
- CRM and targeted communications
- Social media and community activation and management
Data Intelligence
- Customer, competitive and market insights
- Primary, secondary, quantitative, qualitative and ethnographic research
- Database segmentation and cluster analysis
- Digital technology and marketing strategy
- Online customer experience / mapping and information architecture
Overview
The Account Director is a senior leader within the agency, responsible for guiding strategy, execution, and overall success across multiple lines of business within a single client portfolio.
This role requires a deep knowledge of CRM platforms (email, in-app messaging) and a proven ability to manage complex campaigns with cross-functional teams.
They are the key client contact at the senior level and ensure seamless integration across Publicis divisions. They must demonstrate strong leadership, operational oversight, and business acumen to foster confidence with both clients and internal teams.
They collaborate closely with the Group Account Director and Strategy team to drive ongoing planning for client programs and present strategic recommendations. Above all, they are accountable for the overall health, growth, and performance of their portfolio.
This is a 12 month contract
Responsibilities
Account Leadership
- Serves as the primary strategic and operational lead across two lines of business within a single client portfolio, ensuring the successful delivery of CRM campaigns
- Efficiently manages account team, prioritizing workload and maintaining focus on client objectives
- Aware of overall status of all account activity but not necessarily all the details
- Demonstrate a hands-on approach, stepping in to manage day-to-day activity for high-impact projects as needed.
- Key contact person for strategic or broader business issues consultation
- Articulates opinions and recommendations clearly
- Focuses on major issues of strategic importance
- Pushes for what they think is right
- Keeps things moving both within the agency and for the client
- Ensures realistic timelines are being set – is clear and precise about next steps
- Always strives for decisions and resolution
- Overall responsibility for maintaining agency standards and levels of service
- Initiates significant actions to improve agency’s or client’s business
- Identifies opportunities for and enables integration among Publicis divisions
- Keeps agency management up-to-date on big picture account issues and opportunities
- Makes tactical use of senior Publicis management to influence client
Client Relationship Management
- Builds and maintains trust with senior client stakeholders by demonstrating deep expertise in CRM strategy and execution
- Has a solid grasp of where agency work fits into client’s total operation – views client’s business from broadest perspective possible
- Understands the client’s business thoroughly – understand global issues as well as marketing issues
- Works with client in developing long-range CRM plans and ensure alignment with broader business objectives
- Identifies key players in client organization and focuses selling efforts on key
- decision-makers
- Builds support by involving multiple client contacts in appropriate stages of strategy development, decision making and execution
- Advocates for best practices in CRM, including email marketing, in-app messaging, and customer journey optimization
- Always asking “are we working as a true partner to achieve the client’s business goal”
Mentorship
- Provides clear direction and mentorship to Account members and cross-functional team members
- Cultivates a collaborative and supportive team environment, fostering growth and innovation
- Provide stimulus for new solutions to business problems
- Assign responsibilities and accountability
- Instills teamwork and unity
- Manages conflict
Strategic Management
- Involved in/inputs on all major business decisions; position/strategic discussions, meetings, research, recommendations
- Reviews/approves/inputs on all creative strategies
- Reviews/approves all new creative concepts before being presented to client
- Reviews/approves all major communications recommendations
Qualifications
- 6-8 years of experience within an agency environment
- Strong background in CRM platforms and tools, with experience in email marketing, in-app messaging, and customer journey mapping
- Experience working with Salesforce Marketing Cloud (SFMC) is a strong asset
- Familiarity with telecommunications clients or industries is considered beneficial
- Ability to multi-task and maintain a high standard of work within a fast-paced and dynamic environment
- Strong relationship building skills; good attention to detail and cross-team coordination
- Proven presentation skills
- Demonstrated leadership and ability to inspire collaboration and teamwork.
- Ability to navigate and optimize cross-agency relationships
- Proficient in Microsoft Office applications such as Outlook, Word, Excel and PowerPoint
Additional information
Publicis Canada is committed to building a diverse workforce representative of our community. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.
If you require a specific accommodation please contact Human Resources at 416-925-7733 or by email at inquiries@publicisna.com
About Publicis Canada
Publicis Canada is a full-service agency, part of Publicis Groupe SA, one of the world’s leading communications groups with over 78,000 employees globally.
Publicis Worldwide NA:
Publicis Worldwide NA is a regional operation of the largest global network within Publicis Groupe. In North America, Publicis Worldwide has offices in Toronto, Montreal, Dallas, Seattle, San Francisco, Indianapolis, Boise, Calgary, Windsor and New York, their largest office in the region with 700+ employees. NA clients include P&G, Citi, T-Mobile, Cadillac, AFLAC, Chrysler (Canada), Wendy's, L'Oreal, Nestle, Home Depot (Canada), Abbott, UBS, West Jet and Pfizer, among others.
Mission:
We are a growth company. Using the alchemy of intelligence, creativity & technology we create brand attraction, desire and transaction.
The one constant in this world is change. You can either adapt to it, ignore it, or lead it. "Lead the Change" is both our mission and our call to action. It speaks to our entrepreneurial spirit and our roots as an agency. It defines the way we think about brands, ideas and relationships, and it's alive in our work. Change that helps them to redefine the landscape and forge ahead of the competition. Change that lets them become part of the public consciousness, and create a movement of passionate advocates.
Publicis Worldwide:
Publicis Worldwide is a global creative agency, with 88 years experience providing change leadership for its clients. With over 12,000 employees in 84 countries, clients include Axa, BNP Paribas, Carrefour, Cartier, Citi, Coca-Cola, Haier, Hilton Honors, HP, l’Oréal, LG, Luxottica, Nestlé, Orange, P&G, Paypal, Pernod Ricard, RATP, Renault, Sanofi, Seb, Siemens, Telefonica, Total, and UBS. Publicis Worldwide is a part of Publicis Groupe.