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Creative Director – CRM & Personalization Focus
Ontario - Toronto
Job No. r00242123
Full-time - Hybrid
Job Description
Who We Are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song
You Are:
As a CRM Creative Director at Accenture Song, you will lead the creative direction for CRM strategies aimed at enhancing customer engagement and brand loyalty. This role requires an experienced creative leader with a strong background in CRM, customer journey mapping, data-driven personalization, and multi-channel marketing. Proficiency in platforms such as Braze, Salesforce Marketing Cloud, Adobe Experience Cloud, and analytics tools is essential. You will oversee the design and execution of personalized creative solutions across digital, email, and in-app experiences, ensuring alignment with business objectives and CRM strategies.
The Work:
Lead Creative Strategy: Define and drive the creative vision for CRM initiatives, ensuring a cohesive strategy across channels (email, in-app, mobile, and web).
Cross-Functional Collaboration: Partner with CRM specialists, data analysts, account leads, and developers to design personalized customer journeys utilizing platforms like Braze and Salesforce.
Campaign Execution: Oversee the design, execution, and optimization of CRM campaigns, integrating dynamic content and personalized messaging across customer touchpoints.
Stakeholder Engagement: Present creative concepts and CRM strategies to stakeholders, articulating how data-driven creative enhances customer loyalty and retention.
Industry Awareness: Stay updated on CRM, personalization, and automation trends, along with new features on platforms like Braze, Adobe Experience Manager, and customer data platforms (CDPs) to refine and optimize creative output.
Team Leadership: Mentor and guide a team of designers, copywriters, and CRM specialists, fostering a culture of innovation and excellence.
Qualifications
Here’s What You’ll Need:
10+ years in a creative leadership role, focusing on CRM, customer engagement, and multi-channel campaign strategy.
In-depth experience with CRM tools (Braze, Salesforce Marketing Cloud, Adobe Campaign), personalization engines, and data integration for dynamic content delivery.
Ability to interpret customer data to inform creative strategies and optimize content effectiveness.
Exceptional presentation and stakeholder engagement skills, able to convey complex CRM strategies to internal teams and clients.
Demonstrated success in leading CRM-based campaigns, including email marketing, personalization, and customer journey-based content.
Bachelor’s Degree or equivalent work experience
