SVP, CRM Solutions, Operations & Delivery

Job Description

CRM is one of our most powerful growth levers and one of our most fragmented. Across markets, strong solutions are being built, but inconsistent platforms, operating models, and delivery approaches are limiting scale. We are building a new Solutions, Operations & Delivery function to change that. This role will define how CRM strategy becomes real, repeatable, and scalable execution.

The SVP, CRM Solutions, Operations & Delivery will lead how we design, operationalize, and deliver CRM solutions across clients and markets. This includes translating strategy into modular solutions, building a modern delivery engine, and integrating AI- and agent-enabled workflows into how work gets done. You will sit at the center of the organization connecting Strategy, GTM, and Innovation teams and ensuring we deliver with consistency, speed, and quality.

Key Responsibilities

• Solution Design & Scale:
  Build scalable CRM solution architectures, playbooks, and accelerators across key platforms (Salesforce, Adobe, Braze, etc.)
• Operations & Delivery:
  Establish delivery models, governance, and resourcing frameworks that enable consistent, high-quality execution
• New Business Enablement:
  Translate client needs and evolving capabilities into clear, efficient operating model, shaping how we deliver for each opportunity and packaging our approach into compelling, sellable solutions
• Partnerships:
  Forge strategic relationships with platform and technology partners to drive innovation and scale
• Adoption & Enablement:
  Drive internal adoption through training, knowledge systems, and reusable assets
• Global CoE Leadership:
  Act as the liaison to markets, driving standardization, socialization, and adoption of CRM solutions, tools, and best practices across regions

What Success Looks Like

• Solutions shift from custom builds to repeatable products
• Delivery evolves from fragmented execution to a unified model
• Teams operate with clarity on tools, roles, and ways of working
• AI agents are embedded in delivery not layered on top

Why This Role

This is not a traditional operations role. It’s an opportunity to define how CRM actually works in a modern, AI-enabled environment, turning great strategy into scaled, lasting impact.

• 15+ years leading CRM, Mar Tech, or digital delivery at scale
• Proven ability to build and run cross-platform delivery organizations
• Strong experience in solutioning and enterprise client engagement
• Deep understanding of modern CRM ecosystems and AI-enabled workflows
• A builder, comfortable creating structure, systems, and teams from the ground up

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• ‘Work Your World’ Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

We also offer medical and voluntary benefits to our freelancers and temporary employees. Voluntary benefit options include supplemental medical insurance, transportation, and parking benefits, legal benefits, pet insurance, and auto and home insurance.

You must be actively employed for 90 consecutive calendar days in order to be eligible for Publicis medical and voluntary benefits. You will also be eligible to participate in the Publicis 401(k) Plan after you complete 1,000 work hours in a consecutive 12-month period.

Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances.

If you require accommodation or assistance with the application or onboarding process specifically, please contact  All your information will be kept confidential according to EEO guidelines.

Compensation Range: $180,215 -…