About the RoleWe are looking for a talented and driven
Associate Account Director to join our growing Account team, with a specialist focus on
Loyalty,
CRM and CX. In this role, you will act as a trusted strategic partner to our clients, leading the development and delivery of data-driven CRM programmes that build lasting customer relationships and drive measurable business outcomes.
You'll be the connective thread between client ambition and agency delivery - working across strategy, creative, data, and technology teams to bring omnichannel CRM programmes to life.
What You'll Do Client Leadership & Account Management - Serve as the primary day-to-day client lead, building strong, trust-based relationships with senior marketing stakeholders
- Translate client business objectives into actionable CRM strategies and campaign plans
- Lead regular client status meetings, QBRs, and strategic and creative reviews, ensuring transparent communication on progress and performance
- Manage project health, identify growth opportunities, and support the development of organic revenue within your team
CRM Strategy & Campaign Delivery - Lead the planning and execution of complex, omnichannel CRM programmes spanning email, SMS, push notifications, in-app, and beyond
- Champion lifecycle marketing thinking - from acquisition and onboarding through to retention, loyalty, and win-back
- Partner with creative and strategy teams to develop audience segmentation, personalisation frameworks, and test-and-learn agendas
Team Leadership & Collaboration - Collaborate closely with cross-functional internal teams including creative, project managers, strategy, and technology
- Develop well-crafted briefs that clearly articulate client objectives and inspire great work
- Contribute to new business pitches and agency initiatives as required
Commercial Accountability - Own and manage account scopes of work, budgets, and resource allocation
- Accurately forecast account revenue and proactively flag risks or growth opportunities
- Support contract renewals and upsell conversations in partnership with senior leadership
Requirements - 5+ years of experience in account management or client services, ideally within an agency or consultancy environment
- Demonstrable expertise in CRM marketing - including lifecycle strategy, campaign planning, segmentation, and personalisation
- Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot)
- Excellent communication and presentation skills, with the gravitas to engage senior client stakeholders
- Proven ability to manage multiple projects simultaneously in a fast-paced environment
- Experience managing and mentoring junior team members
Good to Have - Experience in Customer Experience (CX) strategy, including customer journey mapping, service design, or experience transformation
- Exposure to first-party data strategy and the evolving cookieless landscape
- Knowledge of AI-powered personalisation tools and their application in CRM contexts
- Experience working with loyalty programmes or subscription-based customer models
The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.
$90,000-$140,000 USD
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.
