Company description
Hi there! We're Razorfish. We've been leading the marketing industry with our digital expertise since the start of the internet. But in 2020, we did a full reboot. What's different? It all starts with people. Weird, wonderful, complex people - with diverse backgrounds in strategy, creative and technology. But no matter how different we are, we all have one thing in common. We believe our differences are our strength. So we push for inclusion, challenge convention and bring in new perspectives, to inspire new ideas. Because when we connect by understanding what makes people different, we can create unforgettable experiences that enrich lives. Join us at razorfish.com.
Overview
We're seeking an experienced Account Director to lead a newly awarded CRM engagement with one of the world's largest global airlines. This is a highly visible role focused on managing and growing a strategic client relationship rooted in CRM and CCCM transformation. The ideal candidate will have a strong understanding of CRM strategy, implementation, and BAU execution-combined with experience in the travel, hospitality, and airline sector. Familiarity with AI-driven personalization, paid/earned/shared/owned (PESO) media, and the broader growth loop is a plus. While this role is not expected to lead analytics, the ideal candidate brings a strong grasp of performance storytelling and understands how to connect CRM strategy to measurable impact.
This role is based in Dallas, Texas (some on-site presence required).
Responsibilities
Act as the primary client partner, building trust and driving strategic conversations across CRM and customer experience initiatives.
Lead the CCCM platform assessment and support the planning and implementation of the recommended solution.
Oversee always-on CRM workstreams, ensuring high-quality delivery, optimization, and integration across channels.
Translate complex business goals into actionable CRM strategies, partnering closely with strategy, data, and technology teams.
Proactively identify and pursue opportunities to grow the client relationship-both in terms of scope and value.
Stay close to performance and analytics, ensuring clear, data-backed reporting and ongoing optimization.
Bring a POV on how CRM connects with the broader PESO media ecosystem to create connected growth loops.
Collaborate with internal and external stakeholders to ensure alignment, delivery excellence, and long-term client satisfaction.
Contribute to staffing plans, team leadership, and professional development of junior team members.
Manage account financials including scopes, resourcing, and profitability.
Qualifications
7-10+ years of client-facing experience in an agency, consultancy, or digital services environment.
Expertise in CRM strategy and execution-including campaign management, data utilization, and lifecycle marketing.
Experience in CCCM platform assessment and/or implementation preferred.
Travel and hospitality experience-particularly in airline-is highly desirable.
Strong understanding of omni-channel customer journeys and personalization levers.
Exposure to media planning and a general understanding of how PESO media influences CRM performance.
Understanding of how AI can be applied across the CRM ecosystem-e.g., enabling real-time decisioning, next-best-action, and hyper-personalization.
Comfortable working with data and performance reporting to inform strategy and client conversations.
Able to partner closely with analytics leads-asking the right questions, interpreting insights, and ensuring work ties back to measurable outcomes.
Strong communicator who can simplify complex data and translate it into client-friendly storytelling.
Demonstrated ability to drive account growth through strategic thinking and relationship-building.
Comfort navigating large, matrixed organizations and collaborating across teams.
Based in or willing to relocate to Dallas, TX (some on-site presence required).
Additional information
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.
Razorfish 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 USMSTACompliance@publicis.com.
All your information will be kept confidential according to EEO guidelines.
Compensation Range: $95,950 - $131,300 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 09/14/2025.
