Associate Account Director

VML•Kansas City, MO

1d•$90,000 - $140,000•Hybrid

About The Position

We are looking for a talented and driven Associate Account Director to join our growing Account team, with a specialist focus on Loyalty, CRM and CX. In this role, you will act as a trusted strategic partner to our clients, leading the development and delivery of data-driven CRM programmes that build lasting customer relationships and drive measurable business outcomes. You'll be the connective thread between client ambition and agency delivery — working across strategy, creative, data, and technology teams to bring omnichannel CRM programmes to life.

Requirements

5+ years of experience in account management or client services, ideally within an agency or consultancy environment
Demonstrable expertise in CRM marketing — including lifecycle strategy, campaign planning, segmentation, and personalisation
Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot)
Excellent communication and presentation skills, with the gravitas to engage senior client stakeholders
Proven ability to manage multiple projects simultaneously in a fast-paced environment
Experience managing and mentoring junior team members

Nice To Haves

Experience in Customer Experience (CX) strategy, including customer journey mapping, service design, or experience transformation
Exposure to first-party data strategy and the evolving cookieless landscape
Knowledge of AI-powered personalisation tools and their application in CRM contexts
Experience working with loyalty programmes or subscription-based customer models

Responsibilities

Serve as the primary day-to-day client lead, building strong, trust-based relationships with senior marketing stakeholders
Translate client business objectives into actionable CRM strategies and campaign plans
Lead regular client status meetings, QBRs, and strategic and creative reviews, ensuring transparent communication on progress and performance
Manage project health, identify growth opportunities, and support the development of organic revenue within your team
Lead the planning and execution of complex, omnichannel CRM programmes spanning email, SMS, push notifications, in-app, and beyond
Champion lifecycle marketing thinking — from acquisition and onboarding through to retention, loyalty, and win-back
Partner with creative and strategy teams to develop audience segmentation, personalisation frameworks, and test-and-learn agendas
Collaborate closely with cross-functional internal teams including creative, project managers, strategy, and technology
Develop well-crafted briefs that clearly articulate client objectives and inspire great work
Contribute to new business pitches and agency initiatives as required
Own and manage account scopes of work, budgets, and resource allocation
Accurately forecast account revenue and proactively flag risks or growth opportunities
Support contract renewals and upsell conversations in partnership with senior leadership