Senior Director, Creative Services, Digital & CRM

Holiday Inn Club Vacations • Orlando, FL

24d

About The Position

The Senior Director, Creative Services, Digital & CRM leads the company’s internal creative agency. This leader translates the Performance Marketing roadmap into high-quality, high-volume creative that supports customer acquisition, owner/member engagement, sales pipeline, revenue, customer journeys, and enterprise priorities. Approximately 75% of the department’s work supports digital, CRM, lifecycle marketing, email, landing pages, personalization, and customer-journey communications. The remaining work supports internal sales events, sales enablement, print, signage, presentations, property operations, and other business needs. This is not a traditional brand advertising roll, but rather a performance / direct response focused role. The Senior Director leads the full Creative Services organization, combining creative judgment with disciplined leadership of people, capacity, workflow, quality, and delivery. The Senior Director provides the creative direction and feedback, quality standards, and leadership needed for the team to deliver high-volume work that is both on brand and on strategy. Highly effective performance based creative is central to this role.

Requirements

• Bachelor’s degree in Marketing, Advertising, Communications, Graphic Design, Creative Strategy, or a related field preferred. Equivalent experience may be considered.
• 10+ years of progressive creative leadership experience in an in-house creative-services, marketing-creative, digital-content, or performance-content environment.
• Demonstrated leadership of multidisciplinary teams that include design, copy/content, motion/video, creative production, or related capabilities.
• Experience leading high-volume creative work across CRM, email, landing pages, digital content, customer journeys, sales support, presentations, events, or operational marketing.
• Strong creative-operations experience, including intake, prioritization, workflow, capacity planning, resource allocation, review, approval, and delivery accountability.
• Experience translating marketing strategy, customer insights, and performance data into creative direction and measurable digital outcomes.
• Experience creating or overseeing executive presentations and visually compelling business narratives.
• Experience managing agencies, contractors, vendors, offshore or international resources, and distributed teams.
• Experience using AI, automation, templates, modular content, or emerging technology in creative and production workflows.

Responsibilities

• Lead the full Creative Services organization: Lead an organization of approximately 15 creative and production resources across Orlando and India. Set direction, standards, priorities, and accountability for Design, Content/Copy, Motion/Video, Creative Production, and related resources. Determine the most effective reporting structure, hire and develop talent, and manage performance to build a high-performing team.
• Translate the Performance Marketing roadmap into effective creative: Turn campaign priorities, audience insights, customer journeys, and performance objectives into clear creative direction and coordinated execution across CRM, email, landing pages, digital content, sales materials, internal events, presentations, and operational creative.
• Own the creative operating model with Project Management: In partnership with Project Management, establish intake, briefing, prioritization, capacity planning, resource allocation, review and approval processes, service levels, escalation paths, and clear visibility into workload, capacity, status, risks, and expected delivery dates. Creative Services owns the creative work and team accountability; Project Management owns project coordination, tracking, and workflow visibility. Prioritize work based on agreed business priorities, customer impact, revenue contribution, capacity, and timing; defer or redirect requests when appropriate.
• Lead digital, CRM, and lifecycle creative excellence: Guide high-volume, high performing, audience-centered work across email, CRM, SMS/MMS, landing pages, web, digital advertising, lifecycle communications, and personalized customer journeys. Connect creative decisions to engagement, conversion, testing, and business outcomes.
• Protect creative quality and brand consistency: Set standards for copy, design, content, motion, presentations, accessibility, and production quality. Apply approved brand direction consistently across the work without owning the enterprise brand umbrella or physical brand environments.
• Develop executive presentations and business storytelling: Create or oversee persuasive presentations for executives, sales leaders, enterprise partners, agencies, and other stakeholders. Turn complex business information into clear visual narratives, recommendations, and decisions.
• Build cross-functional partnerships: Partner with Performance Marketing on roadmap execution; MarTech on platform and deployment requirements; Analytics on measurement and insights; and business leaders on priorities, audiences, and outcomes.
• Manage resources and investment: Control creative staffing, resource allocation, contractor and agency support, and the use of external partners such as external agencies, contractors, and production partners when needed. Manage the department budget and ensure resources are aligned to the highest-value work.
• Advance production innovation: Use AI, automation, templates, modular content, and emerging tools to improve speed, personalization, scalability, quality, and team capability while maintaining human review and brand standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior