Vice President Customer - CRM

The Vice President Customer Growth, CRM will lead Zeta’s strategy to protect, grow and expand its existing UK enterprise customer base.

This is a senior leadership role combining strategic account management, executive customer relationships, commercial growth and delivery leadership.

The successful candidate will build and lead a team of Key Account Directors responsible for Zeta’s most strategic UK customers, creating a consistent model for retention, expansion and long-term customer value.

This role is focused on existing customers rather than new-logo acquisition
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The VP Customer Growth will work across Sales, Customer Success, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery to create one strategic growth plan for each priority customer.

• Own retention, NRR and strategic expansion across Zeta’s priority UK enterprise customers
• Lead the UK strategic account programme
• Identify customer risk early and establish clear retention and intervention plans
• Build multi-year customer growth strategies aligned to each customer’s strategic priorities
• Identify and develop significant cross-sell and expansion opportunities across the Zeta portfolio
• Increase Zeta’s revenue and product footprint within existing customers
• Establish a repeatable customer-growth model that can ultimately be scaled across EMEA

• Build and lead a high-performing team of Key Account Directors
• Assess and develop existing customer-facing talent against the future Key Account Director profile
• Coach the team to move beyond traditional account management towards strategic, commercially minded customer leadership
• Establish clear standards for customer ownership, executive engagement, account planning and growth
• Develop talent and strengthen capability where required

Key Account Directors will act as the strategic orchestrators of Zeta’s priority customer relationships, combining executive customer leadership, commercial acumen and sufficient delivery knowledge to mobilise the wider Zeta organisation around the customer.

• Build trusted relationships with CMOs, CIOs, CDOs and other senior customer executives
• Ensure every priority account has a clear executive relationship and sponsorship plan
• Lead executive business reviews, strategic workshops and customer roadshows
• Build multi-threaded relationships across marketing, data, technology, digital and procurement
• Act as an executive escalation point for Zeta’s most strategic UK customers

• Develop account-specific growth hypotheses based on customer strategy, technology landscape and commercial priorities
• Translate customer priorities into compelling Zeta value propositions
• Coordinate complex expansion opportunities across Zeta’s data, identity, intelligence, AI, loyalty, lifecycle marketing, personalisation and activation capabilities
• Develop value-led ZMP upgrade pathways for appropriate legacy customers
• Partner with enterprise sellers where specialist commercial support is required on complex expansion opportunities
• Ensure expansion is based on measurable customer value rather than product-led selling

• Establish one strategic account plan for each priority customer
• Ensure each account has clear ownership and a defined cross-functional team
• Coordinate Key Account Directors, Sales, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery around shared customer outcomes
• Create clear roles and decision rights across the account team
• Ensure customer intelligence, activity and opportunity progression are consistently captured in Salesforce and Gong
• Prevent fragmented or competing customer motions

• Ensure Key Account Directors understand Zeta’s products and delivery model sufficiently to lead credible strategic customer conversations
• Partner closely with Delivery and Solution Consulting to connect customer ambition with achievable solutions
• Identify delivery or Product risks early and coordinate the appropriate internal response
• Establish a strong feedback loop between priority UK…