Director Customer Service Strategy Jobs (NOW HIRING)

Company Description

A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people.

Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature. Which means we're untethered from any specific medium or method-we go where ideas will work best.

We are an expanding network with more than 5,000 employees, with agency brands throughout our global offices. Publicis Digital Experience brands include Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3Share, and the Publicis Commerce Exchange.

Overview

The Associate Director, Strategy serves multiple clients and brands, leading strategists in defining how the brand engages with customers, prospects, and stakeholders. Associate Directors sell through visions and strategic programs to clients, working with the Account Services team to define brand and product experiences and journeys aligned to the client's business objectives, ensuring that all marketing interactions are on strategy and on brand. Associate Directors are responsible for managing people, working with strategists to define individual objectives and development opportunities.

Responsibilities

• Review client objectives and inputs to develop short and long-term integrated marketing and experience strategies.
• Define strategic solutions to complex and ambiguous client problems.
• Lead and manage strategy creation and implementation across multiple clients.
• Work with the Account Services team to develop strategy briefs.
• Lead development of strategies of client campaigns and projects, providing Creative, Media, Data Intelligence, and Technology teams direction to ensure the marketing and experience programs are on strategy and on brand.
• Define and manage strategy roadmaps, aligning campaigns and programs to create client outcomes.
• Oversee the implementation of marketing campaigns using marketing technology platforms in partnership with Creative and Technology.
• Review concepts and test experiences throughout creative and development phases to provide additional input or recommendations on client and project strategy.
• Evaluate results of marketing programs and experience journeys to establish testing opportunities and optimize performance over time - defining and implementing test and learn programs.
• Develop and deliver strategic client presentations.
• Perform secondary research on industry trends, reports, and consumer trends to develop insights on performance, segmentation, and experience features.
• Support the generation of new business and revenue opportunities by working with Account Services, Creative, Data Intelligence, and Technology on strategic development.
• Responsible for day-to-day work planning and career management of direct reports.

Qualifications

• You have 7+ years of experience in creating, leading, and selling through digital, direct and/or integrated marketing strategies and solutions.
• You have an advanced understanding of integrated marketing principles including digital, direct, brand and data-driven marketing.
• Hands-on experience using marketing technology platforms that manage digital advertising, media audience integration, DCO, CRM, customer communications, and e-commerce is a requirement.
• You can assess and analyze client objectives to produce and recommend appropriate solutions, including marketing, experience, technology platform, and optimization components.
• You have experience using data to segment audiences and deliver personalized and targeted marketing and experiences.
• You can synthesize information from various sources to extract key insights and identify experience opportunities.
• You are highly resourceful, with strong research and analysis skills, and a working knowledge of marketing tools, KPIs and executional channels.
• You have first-rate conceptual, visual, and writing skills.
• You have superior oral communication and presentation skills.
• You have proven client management skills and service orientation.
• You can effectively prioritize and meet deadlines.
• You can work in a flexible, dynamic and fast-paced environment.
• You are proactive and able to work independently.

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.

Publicis Digital Experience 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: $105,165 to $165,485 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 11/15/2025.

 Compensation Range: USD $105,165.00 - USD $165,485.00/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. 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 11/1/2025.Employment Type: OTHER