Senior Director - CRM

About this role

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Skills you'll use

What you'll do

• Act as the primary interface for 5–8 markets across CRM strategy, campaign delivery, and content readiness.
• Build trusted relationships with regional and market stakeholders, proactively identifying support needs.
• Lead market onboarding and training around Salesforce Marketing Cloud and transition roadmaps.
• Resolve escalations and act as the delivery accountability point for campaign delays, QA issues and missed SLAs.
• Oversee the shift from SAP CRM to Salesforce Marketing Cloud and Data Cloud, ensuring minimal disruption.
• Manage your direct reports to ensure success across the briefing lifecycle—ensuring campaign inputs are structured, complete, and aligned with creative/delivery standards.
• Collaborate with SFMC campaign ops pod to manage segmentation, journey builds, QA, testing and deployment.
• Track and troubleshoot campaign performance across platforms and channels (email, SMS, WhatsApp, Push).

Who can apply

• 10-12 years in CRM or digital marketing, ideally at the intersection of strategy, delivery, and client service.
• Salesforce Marketing Cloud (Email Specialist, Consultant, or Admin) certification and prior experience of working through platform transitions.
• Familiarity with SAP CRM, Salesforce Data Cloud, or data migration workflows.
• Delivery and operational experience to govern teams as an efficient scaled unit with an eye for detail on client and internal SLAs, solving delivery challenges, team mentorship around clear goals, identifying training needs and establishing frameworks, SOPs for repeatability.
• Experience with project management tools (e.g., Jira, Smartsheet), campaign analytics, and QA workflows.
• A seasoned CRM account lead, program manager, or lifecycle strategist with a strong client-facing instinct and operational rigor.
• A collaborative communicator with experience navigating matrixed, cross-market environments.
• We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
• WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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