Executive Director, CRM

About Us

Cheil Worldwide is the 11th-largest creative agency in the world. Headquartered in Seoul, South Korea, it was founded by Samsung in 1973 to grow its local and global business. While Samsung is still one of our main clients, our roster has evolved to include other globally recognized brands such as Adidas, Pay Pal, ESPN, Lego, Coca-Cola, Nivea, Starbucks and many more.

Cheil USA serves as the lead agency for Samsung projects in North America and is home to more than 200 creative problem‑solvers who share a passion for developing groundbreaking ideas rooted in data, driven by insights, and enabled by innovative technology.

Executive Director, CRM

The Executive Director, CRM is a senior leader responsible for defining, building, and scaling the agency’s CRM discipline while delivering modern, data‑driven CRM programs that meet clients’ goals for personalization, speed, and agility. This role oversees a multidisciplinary team across account management, strategy, creative, and analytics, and partners closely with technology and development teams to architect best‑in‑class CRM ecosystems.

About

The Role

This position reports to the Chief Operating Officer and is based in Plano, TX.

CRM Strategy & Customer Lifecycle Leadership

• Lead CRM strategy that maximizes long‑term customer value, leveraging customer data structures, segmentation models, and full‑funnel lifecycle insights.
• Develop data‑driven CRM strategic frameworks that go beyond short‑term KPIs (open/click/conversion) to focus on retention, repurchase, and LTV growth.
• Design integrated lifecycle programs covering acquisition, onboarding, cross‑sell, loyalty, and win‑back journeys.
• Partner with analytics to define meaningful KPIs, attribution models, and predictive insights to guide optimization.

CRM Operational Excellence & Platform Governance

• Oversee end‑to‑end CRM operational delivery with a mandate for fast, accurate, and zero‑defect execution.
• Govern omni‑channel CRM execution across email, mobile push, web push, SMS/MMS, RCS, Whats App, and personalized web experiences.
• Lead operational excellence using deep platform expertise across Adobe Campaign (including RT‑CDP), Salesforce, Braze, and third‑party martech solutions.
• Establish governance, QA standards, workflow models, and automation templates that increase efficiency and reduce operational risk.
• Ensure scalable architecture for triggers, real‑time events, personalization logic, and data integrations.

Creative & Communications Strategy Leadership for CRM

• Lead development of CRM‑specific creative briefs that translate data insights into actionable communication strategies.
• Guide creative teams to develop modular, personalized, channel‑appropriate assets that drive engagement and conversion.
• Ensure messaging aligns with lifecycle needs, behavioral motivations, and real‑time customer context.
• Champion consistent brand storytelling across all CRM touchpoints.

Leadership, Team Building & Discipline Development

• Build, lead, and scale a high‑performing CRM discipline within the agency with clearly defined roles, capabilities, and growth pathways.
• Establish CRM methodologies, operating models, and best practices that drive consistency, efficiency, and excellence.
• Create a culture focused on innovation, agility, collaboration, and continuous learning.
• Help recruit, develop, and retain top talent.

Network Collaboration

• Collaborate with global network on CRM strategies, standards, and execution frameworks.
• Promote cross‑office knowledge‑sharing and capability building to accelerate learning and ensure consistency at scale.
• Partner with global counterparts in strategy, creative, media, tech, and analytics to develop unified CRM approaches that adapt to local market needs.

Lead Robust CRM Program:
Personalization, Speed & Agility

• Architect CRM programs that deliver personalization at scale, using segmentation, dynamic content, behavioral triggers, and rich customer data.
• Establish agile operating models that drive fast, efficient development, testing, iteration, and deployment across channels and audience segments.
• Build modular content systems, automation templates, and repeatable frameworks that increase…