Director of CRM, CX & AI

Director of CRM, CX, and AI

Location: Palm Beach Gardens, FL (In Office)

Reports To: Group VP, Marketing

Position Summary

Midas is seeking a visionary yet hands-on Director of CRM, CX, and AI to lead transformative customer engagement strategies across franchise operations. This role blends strategic leadership with tactical execution, integrating customer relationship management, experience design, and artificial intelligence to drive loyalty, personalization, and operational efficiency.

You will shape how Midas connects with customers throughout their lifecycle—from acquisition to retention—while partnering with Operations to deliver measurable value to franchisees. This role requires a proactive leader who can roll up their sleeves and bring ideas to life.

Key Responsibilities

CRM Strategy & Execution

• Develop and lead CRM strategies aligned with Midas’ brand positioning and marketing initiatives.
• Ensure campaigns reflect brand voice, values, and promotional calendar across all customer touchpoints.
• Own end-to-end execution of CRM programs across platforms (email, SMS, app, web).
• Collaborate with creative, digital, and franchise marketing teams to support brand storytelling and promotions.
• Optimize CRM performance through testing, analytics, and iteration.
• Monitor CRM KPIs and deliver actionable insights to senior leadership.

Customer Experience (CX) Leadership

• Champion customer-centric thinking across the organization.
• Map and optimize customer journeys across digital and physical touchpoints.
• Collaborate with franchisees to implement CX best practices and feedback loops.
• Lead Voice of Customer (VOC) programs and Net Promoter Score (NPS) initiatives, translating insights into action.

AI & Data Innovation

• Lead strategic and tactical application of AI to enhance engagement, efficiency, and intelligence.
• Partner with Operations to implement AI-driven solutions that improve service delivery and resource allocation.
• Develop predictive models and automation tools to support marketing and operational decision-making.
• Ensure AI initiatives align with business goals and deliver tangible ROI.
• Champion a culture of innovation by integrating AI into everyday processes (e.g., customer support, inventory, scheduling).

Qualifications

• Bachelor’s or Master’s degree in Marketing, Business, Data Science, or related field.
• 8 years of experience in CRM, CX, or digital marketing, including 3 years in a leadership role.
• Proven success implementing AI or machine learning in marketing or customer operations.
• Strong analytical skills with experience in A/B testing, segmentation, and journey mapping.
• Demonstrated ability to lead strategy and execute hands-on.
• Excellent communication and stakeholder management skills.
• Experience in franchise or retail environments is a plus.

Why Join Midas?

At Midas, we’re more than just a car care brand, we’re a community of entrepreneurs, innovators, and customer champions. Join us in shaping the future of automotive service through smart growth and strategic real estate leadership.