**Company description** We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful technology available. We're subject matter experts in three key areas: Strategy & Insights + Strategic visioning and planning + Positioning, branding and messaging strategy + Acquisition, retention and loyalty strategy + Copy testing, benchmarking and brand tracking + Customer journeys and experience mapping Creativity & Content + Insight-based creative briefs + Full, multi-channel campaign development + Integrated content development + CRM and targeted communications + Social media and community activation and management Data Intelligence + Customer, competitive and market insights + Primary, secondary, quantitative, qualitative and ethnographic research + Database segmentation and cluster analysis + Digital technology and marketing strategy + Online customer experience / mapping and information architecture **Overview** The Account Director is a key leader within the agency, responsible for overseeing the strategy, execution, and overall success of multiple client accounts within the CRM space. This role requires a strong focus on CRM platforms (email, in-app messaging) and a proven ability to manage complex campaigns while effectively guiding and collaborating with diverse teams. The Account Director runs the account. They become the key contact to senior clients and are responsible for all day-to-day operations and integration between the various Publicis divisions. The Account Director demonstrates strong business acumen to instill confidence in both clients and direct reports. The Account Director must demonstrate strong organizational and leadership skills and ensure that client, agency and vendor relationships are healthy and that campaigns are designed to meet client objectives and achieve KPIs. They are responsible for annual planning, in collaboration with the Group Account Director and Strategy team. And lead the development and presentation of client and/or agency presentations. The Account Director builds trust and credibility with their client by demonstrating a solid understanding of client positioning and strategy.  The Account Director is responsible for the overall financial management and health of their account. **Responsibilities** Account Leadership + Serves as the primary strategic and operational lead across two client accounts, ensuring the successful delivery of CRM campaigns + Efficiently manages two distinct client teams, prioritizing workload and maintaining focus on client objectives + Aware of overall status of all account activity but not necessarily all the details + Demonstrate a hands-on approach, stepping in to manage day-to-day activity for high-impact projects as needed. + Key contact person for strategic or broader business issues consultation + Articulates opinions and recommendations clearly + Focuses on major issues of strategic importance + Pushes for what they think is right + Keeps things moving both within the agency and at the client + Ensures realistic timelines are being set – is clear and precise about next steps + Always strives for decisions and resolution + Overall responsibility for maintaining agency standards and levels of service + Initiates significant actions to improve agency’s or client’s business + Identifies opportunities for and enables integration among Publicis divisions + Keeps agency management up-to-date on big picture account issues and opportunities + Makes tactical use of senior Publicis management to influence client Client Relationship Management + Builds and maintains trust with senior client stakeholders by demonstrating deep expertise in CRM strategy and execution + Has a solid grasp of where agency work fits into client’s total operation – views client’s business from broadest perspective possible + Understands the client’s business thoroughly – understand global issues as well as marketing issues + Works with client in developing long-range CRM plans and ensure alignment with broader business objectives + Identifies key players in client organization and focuses selling efforts on key decision-makers + Builds support by involving multiple client contacts in appropriate stages of strategy development, decision making and execution + Advocates for best practices in CRM, including email marketing, in-app messaging, and customer journey optimization + Always asking “are we working as a true partner to achieve the client’s business goal” Financial Management + Develops accurate project estimates, with input from extended team members (creative, project management, analytics, development, etc.) + Reviews and approves estimates developed by direct reports, prior to sending to client + Co-ordinates with finance, when required, to ensure they have a copy of approve estimates, invoices are sent in a timely manner and that bills are paid when due + Reports percent complete to finance each month, for revenue tracking + Leads development annual SOW, with input from extended team as well as GAD or VP Mentorship + Provides clear direction and mentorship to CRM Strategists and cross-functional team members + Cultivates a collaborative and supportive team environment, fostering growth and innovation + Provide stimulus for new solutions to business problems + Assign responsibilities and accountability + Instills teamwork and unity + Manages conflict Strategic Management + Involved in/inputs on all major business decisions; position/strategic discussions, meetings, research, recommendations + Manages client relationship, contracts, financial issues + Reviews/approves/inputs on all creative strategies + Reviews/approves all new creative concepts before being presented to client + Reviews/approves all major communications recommendations **Qualifications** + 6-8 years of experience within an agency environment + Strong background in CRM platforms and tools, with experience in email marketing, in-app messaging, and customer journey mapping + Ability to multi-task and maintain a high standard of work within a fast-paced and dynamic environment + Strong relationship building skills; good attention to detail and cross-team coordination + Proven presentation skills + Demonstrated leadership and ability to inspire collaboration and teamwork. + Ability to navigate and optimize cross-agency relationships + Proficient in Microsoft Office applications such as Outlook, Word, Excel and PowerPoint **Additional information** Publicis Canada is committed to building a diverse workforce representative of our community. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply. If you require a specific accommodation please contact Human Resources at 416-925-7733 or by email at inquiries@publicisna.com