Program Director - CRM & Martech

Are you a proactive and highly structured Program Director with a passion for driving the successful delivery of complex martech programs? Can you see yourself being involved with the oversight and execution of high-volume direct marketing and MarTech programs for large, international clients?

We are looking for an experienced leader in CRM/marketing automation program delivery with a proven track record in establishing and managing the operational and technical fulfillment across multiple, intricate projects. This role focuses on hands-on program leadership, ensuring the robust and efficient execution of our digital marketing and technology initiatives.

What will your day look like?

In the role of Program Director, you will partner closely with Client Services leadership, playing a central role in driving the efficiency and excellence of our digital program delivery for key North American accounts. You will be responsible for defining and implementing the structures, processes, and technical oversight necessary to deliver complex, multi-workstream programs on time and on budget.

More specifically, you will:

• Lead the overall delivery strategy and execution for complex digital marketing and technology programs (e.g., high-volume email campaigns, CDP implementations, audience segmentation).

• Design and implement robust program frameworks that support efficient, scalable, and technically sound delivery across multiple workstreams and potentially several clients.

• Provide dedicated oversight to managing day-to-day workstreams, including agile scrum processes, technical backlogs, and resource allocation for project execution.

• Ensure collaboration and strong communication among internal delivery teams (e.g., Project Managers, Technical Teams, Data Specialists), fostering alignment on timelines, scope, and technical requirements.

• Manage program-level risks and mitigation strategies, proactively identifying potential roadblocks and developing solutions to maintain project health and progress.

• Drive process optimization efforts specifically aimed at enhancing delivery efficiency, technical quality, and overall program performance.

• Partner with technical and data leads (head of engineering, lead architects) to define requirements, integrate solutions, and ensure technical integrity.

• Oversee and mentor Senior Project Managers, ensuring they have the support and guidance to successfully manage their individual workstreams within the broader program.

• Report on program health and status, providing transparent updates on progress, risks, and achievements to internal stakeholders and client-side delivery counterparts.

• Contribute to roadmap planning by providing expert insight into technical feasibility, delivery capacity, and operational considerations.

Who are you going to work with?

You will be working closely with Client Service Leads, as well as a diverse team of Project Managers, Business Architects, Technical Specialists, Data Analysts, Developers, and marketing operations teams.

What do you bring to the table?

You are an excellent facilitator with the ability to articulate technical concepts and program strategies to both internal delivery teams and client stakeholders. As you will oversee the fulfillment for significant digital programs, we expect that you are highly organized, can maintain a holistic perspective across multiple workstreams, and demonstrate exceptional attention to detail in execution. You are proactive and solution-oriented, not afraid to take ownership, and consistently strive to deliver the best possible outcomes, even amidst challenges.

In addition, you have:

• Minimum 10+ years of experience in program management, with a strong emphasis on technical digital delivery, MarTech, CRM, and data-driven marketing programs.

• Deep expertise in MarTech structures, data integration, and CRM platforms, understanding the technical intricacies of building audiences and delivering personalized experiences.

• Proven experience in hands-on management of large, high-volume digital programs, including defining requirements, managing backlogs, and overseeing agile/scrum processes.

• The competence, confidence, and self-discipline to manage complex timelines, resource allocation for delivery teams, and project budgets.

• Exceptional communication skills, both verbal and written, with the ability to clearly convey technical details and program status.

• The ability to thrive in a flat, fast-paced, and dynamic organization, adapting to evolving client needs and technical landscapes.

• Experience in setting up new program frameworks and processes, especially for net-new client engagements.

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

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