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About the Role

The CRM Account Director is responsible for building and growing strategic client relationships, ensuring clients realize measurable value from their CRM investment. This role acts as a trusted advisor, partnering with senior client stakeholders to shape CRM strategy, drive adoption, identify growth opportunities, and ensure successful delivery across marketing, technology, and data initiatives. It combines commercial account leadership with strategic CRM consulting to deliver outstanding client outcomes and long-term customer success.

Responsibilities

Build trusted relationships with senior client stakeholders.
Develop a deep understanding of each client's business objectives, commercial priorities, and CRM maturity.
Lead strategic account planning to ensure CRM programs align with wider business goals.
Act as the executive point of contact for strategic accounts.
Advise clients on CRM best practices across customer acquisition, onboarding, engagement, retention, loyalty, and reactivation.
Help clients define CRM roadmaps and transformation strategies.
Recommend opportunities to improve customer journeys through personalization, automation, AI, and first-party data.
Translate business objectives into measurable CRM programs.
Own overall client health, satisfaction, and long-term success.
Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews.
Monitor adoption, utilization, and business outcomes.
Ensure clients achieve measurable ROI against agreed success metrics.
Proactively identify risks and drive mitigation plans.
Identify opportunities to expand client relationships through additional products and services.
Develop account growth plans aligned to client priorities.
Lead commercial conversations around renewals, upsell, and cross-sell opportunities.
Work closely with Sales to execute account expansion strategies.
Partner with Delivery, Product, Engineering, and Solution Consulting teams to ensure successful implementation.
Ensure projects remain aligned with agreed business outcomes.
Escalate and resolve delivery risks where required.
Maintain executive visibility throughout complex programs.
Use customer data and campaign performance to identify optimization opportunities.
Present strategic recommendations based on business insights.
Help clients maximize value product offerings.
Drive a culture of continuous optimization.
Present confidently to executive stakeholders.
Facilitate strategic workshops.
Influence senior decision makers.
Produce clear executive-level recommendations and business cases.

Requirements

Experience in building and growing strategic client relationships.
Experience ensuring clients realize measurable value from CRM investments.
Experience acting as a trusted advisor to senior client stakeholders.
Experience shaping CRM strategy.
Experience driving CRM adoption.
Experience identifying CRM growth opportunities.
Experience ensuring successful delivery across marketing, technology, and data initiatives.
Experience in commercial account leadership.
Experience in strategic CRM consulting.
Experience partnering with internal cross-functional teams.
Experience in customer acquisition, onboarding, engagement, retention, loyalty, and reactivation.
Experience defining CRM roadmaps and transformation strategies.
Experience recommending opportunities to improve customer journeys through personalization, automation, AI, and first-party data.
Experience translating business objectives into measurable CRM programs.
Experience owning client health, satisfaction, and long-term success.
Experience leading Quarterly Business Reviews (QBRs) and Executive Business Reviews.
Experience monitoring adoption, utilization, and business outcomes.
Experience ensuring clients achieve measurable ROI against agreed success metrics.
Experience identifying risks and driving mitigation plans.
Experience identifying opportunities to expand client relationships through additional products and services.
Experience developing account growth plans aligned to client priorities.
Experience leading commercial conversations around renewals, upsell, and cross-sell opportunities.
Experience working closely with Sales to execute account expansion strategies.
Experience partnering with Delivery, Product, Engineering, and Solution Consulting teams.
Experience ensuring projects remain aligned with agreed business outcomes.
Experience escalating and resolving delivery risks.
Experience maintaining executive visibility throughout complex programs.
Experience using customer data and campaign performance to identify optimization opportunities.
Experience presenting strategic recommendations based on business insights.
Experience helping clients maximize value product offerings.
Experience driving a culture of continuous optimization.
Experience presenting confidently to executive stakeholders.
Experience facilitating strategic workshops.
Experience influencing senior decision makers.
Experience producing clear executive-level recommendations and business cases.

Skills

CRM Strategy
Account Management
Client Relationship Management
Consulting
Sales
Project Management
Data Analysis
Executive Communication
Strategic Planning
Personalization
Automation
AI
First-party Data

About the Company

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.
We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work.
We provide a forum for employees to celebrate, support and advocate for one another.
Learn more about our commitment to diversity, equity and inclusion here: https://zetaglobal.com/blog/a-look-into-zetas-ergs/
ZETA IN THE NEWS! https://zetaglobal.com/press/?cat=press-releases

Equal Opportunity

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.
We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work.
We provide a forum for employees to celebrate, support and advocate for one another.
Learn more about our commitment to diversity, equity and inclusion here: https://zetaglobal.com/blog/a-look-into-zetas-ergs/