Managing Director, CRM & Marketing Automation Services

VML is seeking a strategic and experienced Managing Director, CRM & Marketing Automation Services to join our team. In this role, you will shape and lead our CRM, marketing automation, and personalization operations. The ideal candidate will possess extensive knowledge of digital marketing using the latest marketing technology platforms, have experience in establishing and managing nearshore and offshore teams, demonstrate expertise in scaling processes, and have a proven track record of negotiating commercial models. We have built the foundational elements and are now looking to rapidly scale our efforts to realize value for both our clients and our business. This leader will own our CRM, marketing automation, and personalization engine and help grow the business, with opportunities to:

• Lead our integrated CRM, marketing automation and personalization managed services, by defining enablement strategies for our clients, activating them effectively, and continuously iterating to optimize.
• Build a high-performing team to drive operational excellence and client satisfaction across nearshore and offshore operations.
• Scale and accelerate our CRM, marketing automation, and personalization services by defining and building the necessary people, processes, and tools that drive business and client outcomes.

Things You'll Do:

• Provide Strategic Leadership: Develop and implement a comprehensive strategy for integrated managed services across CRM and marketing automation platforms, aligning with the agency's overall business goals and those of our clients. Collaborate directly with senior leadership to communicate the value of our services and drive strategic initiatives that fuel growth.
• Rationalize and Scale Services: Assess and optimize existing services to ensure scalability, efficiency, and alignment with best-in-class practices and client needs. Identify opportunities for service innovation and improvement.
• Optimize Processes and Implement Automation: Establish streamlined operations and implement automation solutions to enhance efficiency across managed services. Establish best practices for consistent and high-quality service delivery.
• Lead High-Performing Teams: Manage and inspire nearshore and offshore teams, fostering a culture of continuous improvement, collaboration, and excellence. Mentor and develop the next generation of leaders and team members to help them achieve their career goals.
• Drive Marketing Technology and Data Activation Expertise: Stay ahead of industry trends in marketing technology, including AI. Provide expert guidance on platform selection, implementation, and optimization to meet client objectives. Drive the adoption of new technologies that enhance marketing operations' effectiveness.
• Own Client Enablement: Build and maintain strong relationships with clients, acting as a trusted advisor and advocate for our managed services. Collaborate with internal teams to ensure alignment and deliver on client expectations.
• Drive Operational Excellence: Oversee day-to-day operations, ensuring that service delivery meets or exceeds SLAs and KPIs. Implement tools and processes to monitor performance and continuously improve service quality. Ensure strong handoffs between digital engagements and frontline teams across all tiers of our business.
• Lead Business Development and Client Growth: Spearhead new business pitches, respond to RFPs, and identify opportunities for expanding work with existing clients. Collaborate with cross-functional teams to develop compelling proposals and strategies that win new clients and grow existing accounts.

What We're Looking For:

• Experience: 12+ years in digital marketing, CRM, personalization, or marketing automation, with at least 5 years in a leadership role focused on managed services or professional services. Proven experience in marketing operations, data activation, and campaign management.
• Technical Expertise: Proficiency in best-in-class marketing technology platforms (e.g., Salesforce, Adobe Marketing Cloud, Marketo, Braze). Demonstrated experience implementing and optimizing these platforms for enterprise clients.
• Process Optimization & Automation: A track record of optimizing business processes, implementing automation, and driving operational efficiency.
• Leadership: Strong leadership and people management skills. Experience establishing, building, and leading nearshore and offshore teams and driving cross-functional initiatives.
• Client Leadership: Proven ability to engage with C-level executives and senior stakeholders. Excellent communication and presentation skills, with the ability to translate complex technical concepts into business value.
• Commercial Acumen: Experience negotiating commercial agreements and pricing models. Understanding of financial principles and the ability to develop business cases and ROI analyses.
• Analytical & Problem-Solving Skills: Strong analytical skills, with a record of using data to drive business growth and optimize operations.
• Soft Skills: High emotional intelligence, adaptability, and a collaborative approach. Ability to thrive in a fast-paced, dynamic environment. Comfort with ambiguity and a proactive, problem-solving mindset.
• Education: Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field. A master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

As the world leader in communications services, we rely on the creativity of our people to deliver the best work for our clients. In return, we invest in our employees by offering them a diverse suite of benefits from best-in-class carriers, with enough choice and flexibility to keep them and their families healthy and happy today and tomorrow.

• Corporate gift matching program
• Paid time off for volunteering
• Paid parental leave
• Ranked No. 1 in advertising for our adoption assistance program
• Corporate discounts
• VML Inclusion, Equity and Belonging (IE&B) team, which guides, celebrates, and promotes cultural literacy; increases employee engagement; recruits and retains a diverse workforce; and builds internal opportunities for people to learn and grow.

VML is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, or physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.