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CRM Director

VML

Department: Marketing Effectiveness & Intelligence

Location: Lisbon, Portugal

Requisition ID: 12067

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse. 

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.  Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. 

Who we’re looking for:

We are seeking an experienced, visionary, and strategic CRM Director to lead our CRM practice and drive exceptional customer experiences for our diverse portfolio of clients. This is a pivotal leadership role for someone passionate about customer-centricity, data-driven marketing, and leading transformative initiatives. You will be instrumental in defining, developing, and executing cutting-edge CRM strategies that leverage data, technology, and creativity to foster deeper customer relationships, optimize engagement, and deliver measurable business results for our clients.

 

What you’ll do:

  • Define and Drive CRM Strategy: Champion the overall CRM vision, strategy, and roadmap for VML Portugal and its clients, acting as a trusted advisor and contributing to new business growth.
  • Oversee CRM Program Execution: Lead the end-to-end development, implementation, and optimization of comprehensive, multi-channel CRM programs for clients.
  • Champion Data & Analytics: Drive a data-first approach, establishing KPIs, interpreting complex data, and leveraging insights to continuously improve CRM effectiveness and ROI.
  • Lead Technology & Innovation: Provide strategic recommendations on CRM platform selection, integration, and optimization, fostering innovation within the practice.
  • Build and Mentor Your Team: Recruit, develop, and manage a high-performing team of CRM specialists, ensuring quality deliverables and fostering cross-functional collaboration.
  • Cultivate Client Relationships: Build strong, long-term relationships with key client stakeholders, effectively presenting complex CRM strategies and performance results.

 

Who you are:

  • A strategic thinker with a passion for building meaningful customer relationships and driving measurable business impact.
  • You have exceptional communication, presentation, and interpersonal skills, enabling you to articulate complex ideas to diverse audiences with clarity and impact.
  • A trusted professional who inspires confidence among clients, stakeholders, and team members.
  • A forward-thinker who stays ahead of industry trends and continuously seeks innovative ways to improve loyalty and CRM initiatives.
  • You have exceptional communication, presentation, and interpersonal skills, enabling you to articulate complex ideas to diverse audiences with clarity and impact.

 

What you’ll need:

  • 8+ years of progressive experience in CRM strategy, marketing automation, and customer engagement, with 3+ years in a leadership or Director-level role, preferably within an agency environment or a large, complex organization.
  • Proven track record of developing and executing successful, data-driven CRM strategies that deliver measurable business impact.
  • Extensive hands-on experience with leading CRM/Marketing Automation platforms.
  • Strong analytical skills with the ability to interpret complex data, derive actionable insights, and make data-driven recommendations.
  • Strong communication skills in both Portuguese and English, with the ability to effectively present to both technical and non-technical stakeholders.
  • Proficiency in Microsoft PowerPoint and Excel for reporting, analysis, and presentation development.
  • Bachelor’s degree in Marketing, Business, Data Science, or a related field.

#LI-EMEA

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. 

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. 

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.