Executive Director, CRM

Reports To: Chief Operating Officer

Location: Plano, TX

About Us

Cheil Worldwide is the 11th-largest creative agency in the world. Headquartered in Seoul, South Korea, we were founded by Samsung in 1973 to grow its local and global business. While Samsung is still one of our main clients, our roster has evolved to include other globally recognized brands such as Adidas, PayPal, ESPN, Lego, Coca-Cola, Nivea, Starbucks and many more.

Cheil USA serves as the lead agency for Samsung projects in North America. It’s the home base for more than 200 creative problem-solvers who share a passion for developing groundbreaking ideas rooted in data, driven by insights, and enabled by innovative technology.

And that brings us to you…or rather you to us. Pushing boundaries and traditional advertising requires a curious mind undeterred by the never-been-done. We need a thinker and doer eager to explore new ways to connect with consumers beyond offering a product. If blending analytics with intuition and imagination makes your eyes sparkle, read on!

Executive Director, CRM

The Executive Director, CRM is a senior leader responsible for defining, building, and scaling the agency’s CRM discipline while delivering modern, data-driven CRM programs that meet clients’ goals for personalization, speed, and agility. This role oversees a multidisciplinary team across account management, strategy, creative, and analytics, and partners closely with technology and development teams to architect best-in-class CRM ecosystems.

About The Role

CRM Strategy & Customer Lifecycle Leadership

• Lead CRM strategy that maximizes long-term customer value, leveraging customer data structures, segmentation models, and full-funnel lifecycle insights.
• Develop data-driven CRM strategic frameworks that go beyond short-term KPIs (open/click/conversion) to focus on retention, repurchase, and LTV growth.
• Design integrated lifecycle programs covering acquisition, onboarding, cross-sell, loyalty, and win-back journeys.
• Partner with analytics to define meaningful KPIs, attribution models, and predictive insights to guide optimization.
  
  

CRM Operational Excellence & Platform Governance

• Oversee end-to-end CRM operational delivery with a mandate for fast, accurate, and zero-defect execution.
• Govern omni-channel CRM execution across email, mobile push, web push, SMS/MMS, RCS, WhatsApp, and personalized web experiences.
• Lead operational excellence using deep platform expertise across Adobe Campaign (including RT-CDP), Salesforce, Braze, and third-party martech solutions.
• Establish governance, QA standards, workflow models, and automation templates that increase efficiency and reduce operational risk.
• Ensure scalable architecture for triggers, real-time events, personalization logic, and data integrations.
  
  

Creative & Communications Strategy Leadership for CRM

• Lead development of CRM-specific creative briefs that translate data insights into actionable communication strategies.
• Guide creative teams to develop modular, personalized, channel-appropriate assets that drive engagement and conversion.
• Ensure messaging aligns with lifecycle needs, behavioral motivations, and real-time customer context.
• Champion consistent brand storytelling across all CRM touchpoints.
  
  

Leadership, Team Building & Discipline Development

• Build, lead, and scale a high-performing CRM discipline within the agency with clearly defined roles, capabilities, and growth pathways.
• Establish CRM methodologies, operating models, and best practices that drive consistency, efficiency, and excellence
• Create a culture focused on innovation, agility, collaboration, and continuous learning.
• Help recruit, develop, and retain top talent
  
  

Network Collaboration

• Collaborate with global network on CRM strategies, standards, and execution frameworks.
• Promote cross-office knowledge-sharing and capability building to accelerate learning and ensure consistency at scale.
• Partner with global counterparts in strategy, creative, media, tech, and analytics to develop unified CRM approaches that adapt to local market needs.
  
  

Lead Robust CRM Program: Personalization, Speed & Agility

• Architect CRM programs that deliver personalization at scale, using segmentation, dynamic content, behavioral triggers, and rich customer data.
• Establish agile operating models that drive fast, efficient development, testing, iteration, and deployment across channels and audience segments.
• Build modular content systems, automation templates, and repeatable frameworks that increase speed-to-market and reduce production overhead.
• Ensure strategy and creative are grounded in data-driven insights, backed by smart technology, and aligned with performance goals.
• Partner with analytics to define KPIs, measure performance, and optimize customer journeys for continuous improvement.
  
  

Client Partnership & Strategic Leadership

• Lead strategic conversations with senior and C-suite stakeholders.
• Translate business objectives into CRM strategies and activation plans that emphasize personalization, agility, and measurable impact.
• Identify opportunities for CRM expansion—new channels, data integrations, innovation pilots, and scaled programs.
  
  

Cross-Functional Collaboration & Execution Excellence

• Lead integrated teams across creative, strategy, analytics, media, technology, and operations to ensure cohesive and modern CRM experiences.
• Ensure creative development supports modularity, personalization, brand consistency, and channel best practices.
• Champion a test-and-learn culture to accelerate insights, inform optimization, and fuel continuous improvement.
• Oversee global governance structures that ensure quality, consistency, and operational rigor.
  
  

Agency Leadership & Growth

• Represent CRM in agency-wide planning, thought leadership, capability development, and global business strategy.
• Lead CRM components of new business pitches, global RFPs, and client roadmap development.
• Contribute to annual budgeting, forecasting, and resource planning to scale CRM capabilities
• Serve as the agency’s senior voice on CRM trends, innovation, and emerging martech opportunities.
  
  

Qualifications

• 15 years in CRM, lifecycle marketing, or customer strategy, with experience in senior leadership roles.
• Proven track record building or scaling CRM teams and disciplines in an agency or organization.
• Deep expertise in CRM strategies, personalization, segmentation, automation, and omni-channel activation.
• Proven experience leading CRM strategy and operations using platforms such as Adobe Campaign (incl. RT-CDP), Salesforce Marketing Cloud, Braze, or similar.
• Strong proficiency in project-management processes and tools (Adobe Workfront, Jira, Confluence), with the ability to enforce operational governance, workflow discipline, and cross-functional alignment.
• Strong understanding of creative strategy for CRM, modular content systems, and channel-specific best practices.
• Demonstrated ability to design and scale CRM organizations and cross-functional workflows.
• Exceptional client leadership, communication, and team-building skills.
• Experience driving CRM transformation in large enterprise or agency environments.
• Strong partnership experience with technology and development teams on martech implementations and data infrastructure.
• Exceptional communication, client leadership, and cross-functional collaboration skills.
• Passionate, positive, and solution-oriented.
• Open to travel, extended hours, and weekend work as necessary.
• Greater Dallas area proximity required: This is a hybrid position. The agency is located in Plano, Texas, a suburb of Dallas. The ideal candidate must be able to regularly meet with local clients and be available for in-person leadership activities as needed.