Responsibilities Lead the delivery of complex programs and integrated marketing initiatives across multiple workstreams and stakeholders Oversee CRM, loyalty, lifecycle marketing, personalization, and customer engagement programs that drive acquisition, retention, customer value, and business growth Partner with clients to develop and execute CRM strategies that support broader business and marketing objectives Serve as a trusted advisor to clients, guiding internal leaders and external stakeholders through customer experience, marketing transformation, and digital initiatives Collaborate with strategy, analytics, data, media, creative, and technology teams to deliver connected customer experiences across channels Oversee CRM campaign planning and execution across email, SMS, mobile, push notifications, loyalty programs, and other customer engagement channels Ensure successful delivery by establishing governance models, operating processes, budgets, timelines, staffing plans, and success metrics Focus on delivering value to end customers early and often while driving continuous improvement across programs and teams Act as a senior client-facing leader, building trusted relationships and aligning stakeholders around business goals and delivery plans Lead integrated, 360-degree marketing initiatives that connect CRM efforts with broader media, digital, analytics, strategy, and creative workstreams Achieve metrics including client outcomes, account health, resource utilization, revenue, margin, burn rate, and operational efficiency Create a positive team environment where autonomy, mastery, and purpose are promoted through coaching, mentoring, and performance development Drive a culture of value-based delivery, accountability, collaboration, and self-organization Mentor and develop the next generation of Program Management leaders through coaching, training, and best-practice sharing Support business development efforts, including budget planning, scoping, staffing, proposal development, and new business opportunities Help clients evolve customer engagement strategies and operational models to support long-term growth and transformation initiatives Qualifications 10-15+ years of Program Management, Client Services, CRM, Customer Experience, Digital Marketing, or Consulting experience Proven experience leading large-scale CRM, lifecycle marketing, loyalty, customer engagement, or personalization programs Strong client-facing leadership experience managing executive-level stakeholders and cross-functional teams Experience overseeing integrated, 360-degree marketing initiatives across strategy, creative, media, analytics, technology, and CRM disciplines Strong understanding of customer journeys, marketing automation, personalization, CRM platforms, and customer data ecosystems Demonstrated success managing program financials, forecasting, resource planning, and operational performance Excellent communication, stakeholder management, and presentation skills Experience mentoring and developing teams within a fast-paced agency or consulting environment Experience leading enterprise-scale CRM programs, customer lifecycle initiatives, and marketing technology implementations Digital and website delivery experience preferred Quick Service Restaurant (QSR) experience preferred Additional information The Power of One starts with our people! This leader will be responsible for overseeing the successful delivery of customer engagement, CRM, loyalty, lifecycle marketing, personalization, and digital transformation initiatives while serving as a strategic partner to both clients and internal stakeholders.