Drive the evolution of customer relationship management through artificial intelligence and agentic technologies for strategic accounts, guiding clients through a fundamental shift from traditional engagement to intelligent, dynamic, and highly personalized customer engagement.
Requirements
- Recent hands-on experience with modern AI tools, platforms, and agentic systems in production environments
- Deep expertise with major CRM and marketing automation platforms
- Expertise in modern customer messaging platforms, loyalty/rewards, and agentic CX/marketing technologies.
- Practical experience designing and implementing agentic workflows and autonomous systems
- Strong understanding of customer data platforms, identity resolution, and real-time personalization
- Ability to translate complex technical concepts into compelling business narratives
- Experience with modern messaging tools and their AI evolutions
Responsibilities
- Define and deliver an AI-first Modern CRM strategy for marquee client brands.
- Develop comprehensive AI roadmaps that bridge current CRM capabilities with future autonomous systems
- Establish AI governance frameworks ensuring responsible deployment of intelligent CRM systems
- Build strategic partnerships with AI technology providers to enhance our solution ecosystem
- Lead complex client engagements to assess CRM workflows and architect AI-driven transformations
- Design and implement frameworks for measuring AI impact on customer engagement metrics and ROI
- Champion development of custom AI solutions and agentic workflows addressing market gaps
Other
- Minimum 10 years progressive experience in CRM, marketing technology, loyalty programs, or customer experience platforms
- At least 5 years in senior leadership roles (Director level or above)
- Proven track record leading digital transformation initiatives for enterprise clients
- Exceptional executive presence with ability to influence at all organizational levels
- Outstanding consultative skills with solutions-oriented mindset
