VP Of Modern CRM
We are seeking a visionary VP to join our Modern CRM leadership team and drive the evolution of customer relationship management through artificial intelligence and agentic technologies. Reporting directly to the Head of Modern CRM Business, you will serve as the primary AI strategist for our most strategic accounts, defining and executing our AI-driven CRM strategy while guiding clients through the fundamental shift from traditional messaging, loyalty, and promotions to intelligent, dynamic, and highly personalized customer engagement.
You will combine deep CRM expertise with hands-on AI experience to transform client workflows, improve efficiency, and create more adaptive and impactful engagement strategies across both B2B and B2C contexts. This role is both strategic and hands-on, with an expectation of thought leadership, innovation, and measurable business impact.
Key Responsibilities
Strategic AI Leadership & Vision
- 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.
- Define and deliver an AI-first Modern CRM strategy for marquee client brands.
Client Transformation & Consulting
Serve as trusted AI advisor to C-suite executives at Fortune 500 companies.Lead complex client engagements to assess CRM workflows and architect AI-driven transformations.Guide clients through comprehensive change management, helping them transition from traditional to AI-augmented operations.Design and implement frameworks for measuring AI impact on customer engagement metrics and ROI.Develop scalable methodologies for AI adoption across diverse industries and use cases.Innovation & Solution Development
Champion development of custom AI solutions and agentic workflows addressing market gaps.Oversee design of next-generation CRM solutions integrating messaging, loyalty, and promotional technologies.Lead proof-of-concept initiatives demonstrating transformative potential of agentic AI for our top clients.Evaluate and integrate emerging AI technologies including LLMs, predictive analytics, and autonomous agents.Ensure seamless integration with enterprise platforms (Salesforce, Adobe, Microsoft Dynamics, HubSpot, Braze).Team Leadership & Growth
Build and mentor a high-performing team of AI specialists, data scientists, and CRM strategists.Foster culture of innovation, collaboration, and operational excellence.Establish centers of excellence for AI-driven CRM capabilities.Partner cross-functionally with data science, engineering, creative, and strategy teams.Drive recruitment and development of top AI talent.Business Development & Revenue Growth
Partner with business development to identify and pursue strategic AI-powered CRM opportunities.Develop compelling business cases and ROI models for AI investments.Support new business pitches with visionary AI strategy and technical expertise.Drive revenue growth through innovative technology solutions.Required Experience
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).Recent hands-on experience with modern AI tools, platforms, and agentic systems in production environments.Proven track record leading digital transformation initiatives for enterprise clients.Deep expertise with major CRM and marketing automation platforms.Technical & Functional Expertise
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.Leadership & Business Acumen
Exceptional executive presence with ability to influence at all organizational levels.Outstanding consultative skills with solutions-oriented mindset.Strong understanding of customer lifecycle management and personalization at scale.Experience in both B2B and B2C environments.Proven ability to drive revenue growth and operational efficiency through innovation.Education
Bachelor's degree required in a relevant field; Master's preferred.Location
This is a full-time position based in the United States with flexible work arrangements :
Hybrid Options (3 days in office) :
New York, NYChicago, ILDetroit, MIRemote : US-based remote candidates welcome to apply
Travel : 30-40% travel to client sites and Merkle offices required
The annual base salary range for this position is $196,000 - $316,250. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law. Additionally, this position is eligible for discretionary incentive compensation.
Benefits available with this position include :
Medical, vision, and dental insuranceLife insuranceShort-term and long-term disability insurance401kFlexible paid time offAt least 15 paid holidays per yearPaid sick and safe leavePaid parental leaveDentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies. For further details regarding Dentsu benefits, please visit www.dentsubenefitsplus.com .
To begin the application process, please click on the "Apply" button at the top of this job posting. Applications will be reviewed on an ongoing basis, and qualified candidates will be contacted for next steps.
