VP, GAD CRM

Company description

This is an omni-channel communications agency with over 600 employees across Canadian operations. The office is the largest in our industry in Canada and boasts talent across various disciplines of marketing and advertising expertise. The agency carries a balanced split of Canadian, U.S. and Global clients for which we are Agency of Record. The agency supports a range of D&I actions through our Driving Change team as well as giving back to the community through a long-standing participation in the Out of the Cold Program. With a strong, active and familial culture, Pub United is the agency’s social club, hosting events as wide reaching as Curling, Trivia Nights and more.

Overview

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, channel, individualization and messaging strategy
• Acquisition, engagement, retention and loyalty strategy
• test planning, benchmarking, measurement plans and optimizations
• Customer journeys and experience mapping
• POVs, proposals and uncovering new opportunities to drive the client business forward
• personalization roadmaps

Creativity & Content

• Insight-based creative briefs
• Full, omni-channel campaign development
• Integrated content development across all channels
• template and design system creation
• 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
• data signals, customer experience / mapping and personalization architecture
• incorporating the latest technologies to deliver speed and accuracy to market

Responsibilities

The VP Group Account Director will provide strategic oversight and direction on all client marketing activities for a group of accounts and help drive business growth by unlocking client’s business opportunities. The VP GAD will lead a team and be accountable for the realization of CRM campaigns. They are the key contact to senior clients and are responsible for all day-to-day operations and integration between the various divisions. The entire agency team, including the client services, creative, production and development departments, will rely on the VP GAD’s expertise and leadership throughout projects to assure appropriate distribution of resources, fluid communication, meeting deadlines and achieving clients’ business objectives and KPIs Specific responsibilities are as follows:

Account Leadership

• Aware of overall status of all account activity but not necessarily all the details
• Key contact person for strategic or broader business consultation
• Focuses on major opportunities and challenges of strategic importance
• Keeps things moving both within the agency and at the client
• Leads an integrated and motivated team around client objectives ensuring that teams are skilled up and resourced appropriately.
• 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 divisions
• Keeps agency management up-to-date on big picture account risks and opportunities
• Makes tactical use of senior management to influence client

Client Relationship Management

• Has a solid grasp of where agency work fits into client’s total operation – views client’s business from broadest perspective possible
• Understand the client’s business thoroughly - understand global issues as well as marketing issues
• Works with client in developing long-range marketing & communications plans, wherever possible
• 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
• Manages team to ensure they also build strong relationships with their counterparts to deliver outstanding client service.

Financial Management

• Oversees the development of 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 approved 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 of annual SOW, with input from extended team and EVP Mentorship
• Delivers Performance Development reviews including development plans for direct reports; provide coaching to direct reports on a variety of topics on an ongoing basis
• Provides clear direction to Account team
• Provide stimulus for new solutions to business problems
• Assign responsibilities and accountability
• Adopt a teacher/mentor role
• Instills teamwork and unity
• Manages conflict
• Trains and develops direct reports Strategic Management
• Delivers innovative and ambitious, strategic solutions that balance client and agency values working closely with colleagues and clients.
• Works with clients to define objective, set KPIs and ensure these are met.
• Involved in/inputs on all major business decisions; position/strategic discussions, meetings, research, recommendations
• Manages client relationship, contracts, financial issues
• Identifies business development opportunities (current and new clients) - use knowledge of agency products and services to influence and contribute to innovative, ambitious and value drive solutions

Qualifications

• Minimum of 10 years of experience in a similar function with a minimum of 5 years of experience leading a team.
• Ability to articulate a strategic communications plan and develop recommendations to respond to client issues and needs.
• Ability to instill confidence and manage expectations with internal and external stakeholders.
• Previous experience supporting new business efforts
• Proven experience in developing sustainable relationships with clients

Additional information

This company 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.