The Challenge
Cheil USA, the 11th-largest creative agency globally, is building out its CRM discipline to deliver modern, data-driven programs for Samsung, Adidas, PayPal, and other Fortune 500 brands. You'll own strategy, operations, and creative execution across email, mobile, SMS, and personalized web—scaling a multidisciplinary team from the ground up.
Your Mission
Audit current CRM tech stack (Adobe Campaign, Salesforce, Braze) and define governance, QA, and operational workflows to establish zero-defect execution baseline
Build and staff the CRM discipline team—recruiting and onboarding strategists, operators, creative leads, and analytics specialists
Develop a CRM strategic framework for 2-3 anchor clients that maps full-funnel lifecycle (acquisition → onboarding → loyalty) with LTV-focused KPIs
Establish CRM creative brief templates and asset modularization standards for omnichannel delivery
Launch integrated lifecycle programs across 3+ enterprise clients covering email, push, SMS, and personalized web with documented uplift in retention and repurchase metrics
Design and implement real-time personalization and trigger architecture using CDP capabilities to enable behavioral-driven communications
Develop predictive analytics and attribution models that move reporting beyond vanity metrics (open/click) to LTV and cohort-based ROI
Scale operational playbooks and automation templates across the team, reducing campaign setup time by 40%+ and increasing team velocity
KPIs You'll Own
Customer Lifetime Value (LTV) Growth
Track cohort-level LTV improvement across CRM programs vs. baseline, targeting 15-25% uplift YoY.
Retention & Repurchase Rate
Measure repeat purchase rate and churn reduction within 90 days of program launch.
Campaign Efficiency (Cost per Conversion)
Monitor blended CPA across email, SMS, mobile push, and web channels.
Omnichannel Engagement Rate
Track cross-channel interaction rates and progressive customer segmentation maturity.
Operational Velocity (Campaign Launch Time)
Reduce time-to-launch and QA cycle time as a measure of team and process maturity.
Attribution & Incrementality
Establish multi-touch attribution and test incrementality of CRM touchpoints vs. control cohorts.
Tools & Stack
Your Team
Your Manager
Chief Operating Officer
Current Team
Multidisciplinary team spanning account management, strategy, creative, and analytics (size TBD)
New discipline build—actively recruiting strategists, operators, creative leads, and analytics specialists
The Package
Salary
$180K-$240K base
Remote
On-site, Plano, TX
Benefits & Perks
Company Intelligence
Cheil Worldwide is the 11th-largest creative agency globally, founded by Samsung in 1973. Cheil USA (200+ employees in Plano) serves as the lead agency for Samsung in North America while managing a diversified roster including Adidas, PayPal, ESPN, Lego, Coca-Cola, Nivea, and Starbucks.
Founded
1973
Team Size
200
Customers
Samsung, Adidas, PayPal, ESPN, Lego, Coca-Cola, Nivea, Starbucks
Culture
Data-driven, curious, pushes boundaries. Blends analytics with intuition and imagination. 'Never been done' mindset.
Is This Role For You?
- You've run CRM programs or teams at scale and understand the full lifecycle from acquisition to LTV optimization
- You're equally comfortable speaking data science (attribution, predictive modeling, CDP architecture) and creative strategy
- You've led omnichannel execution (email, SMS, push, web personalization) and have deep platform knowledge (Adobe, Salesforce, Braze, or similar)
- You thrive building discipline from zero, recruiting talent, and establishing governance/operational excellence
- You can balance speed with zero-defect execution and translate client business goals into CRM strategy
- You're purely tactical or execution-focused—this role demands strategic vision and business acumen alongside operations
- You haven't managed a team or built processes; this is a significant leadership and scale challenge
- You see CRM as email-only; you need to think omnichannel, real-time, and CDP-first
Interview Process
Recruiter Screening
30 min call on CRM experience, team leadership, and platform knowledge
Hiring Manager (COO) Interview
45-60 min discussion on strategic vision, operational leadership, and Cheil culture fit
Case Study / Strategy Workshop
Design a CRM lifecycle strategy and governance model for a hypothetical Fortune 500 brand (async or live)
Peer Panel (Leadership Team)
Meet with creative, strategy, and analytics leaders to assess collaboration and cross-functional thinking
Final Interview (COO + CFO/Finance)
Business acumen, team-building approach, and compensation alignment
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.