Associate Account Director

About the Position

Associate Account Director

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About the Role

We 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 programs 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 programs to life.

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Responsibilities

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 programs 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, personalization 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

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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 personalization
• 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

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Nice 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 personalization tools and their application in CRM contexts
• Experience working with loyalty programs or subscription-based customer models

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We Offer

• Base Salary Range: $90,000-$140,000 USD
• Competitive benefits package
• Hybrid work approach: teams in the office an average of four days a week

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About the Company

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai, and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions, and expert strategic counsel.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.