VP, AI Innovation

Job Description:

We are seeking a visionary VP to join our Modern CRM leadership team and drive the evolution of customer relationship management through artificial intelligence and agentic technologies. Reporting directly to the Head of Modern CRM Business, you will serve as the primary AI strategist for our most strategic accounts, defining and executing our AI-driven CRM strategy while guiding clients through the fundamental shift from traditional messaging, loyalty, and promotions to intelligent, dynamic, and highly personalized customer engagement. 

You will combine deep CRM expertise with hands-on AI experience to transform client workflows, improve efficiency, and create more adaptive and impactful engagement strategies across both B2B and B2C contexts. This role is both strategic and hands-on, with an expectation of thought leadership, innovation, and measurable business impact. 

Key Responsibilities 

Strategic AI Leadership & Vision 

• Define and deliver an AI-first Modern CRM strategy for marquee client brands. 

• Develop comprehensive AI roadmaps that bridge current CRM capabilities with future autonomous systems 

• Establish AI governance frameworks ensuring responsible deployment of intelligent CRM systems 

• Build strategic partnerships with AI technology providers to enhance our solution ecosystem 

• Define and deliver an AI-first Modern CRM strategy for marquee client brands. 

Client Transformation & Consulting 

• Serve as trusted AI advisor to C-suite executives at Fortune 500 companies 

• Lead complex client engagements to assess CRM workflows and architect AI-driven transformations 

• Guide clients through comprehensive change management, helping them transition from traditional to AI-augmented operations 

• Design and implement frameworks for measuring AI impact on customer engagement metrics and ROI 

• Develop scalable methodologies for AI adoption across diverse industries and use cases 

Innovation & Solution Development 

• Champion development of custom AI solutions and agentic workflows addressing market gaps 

• Oversee design of next-generation CRM solutions integrating messaging, loyalty, and promotional technologies 

• Lead proof-of-concept initiatives demonstrating transformative potential of agentic AI for our top clients 

• Evaluate and integrate emerging AI technologies including LLMs, predictive analytics, and autonomous agents 

• Ensure seamless integration with enterprise platforms (Salesforce, Adobe, Microsoft Dynamics, HubSpot, Braze) 

Team Leadership & Growth 

• Build and mentor a high-performing team of AI specialists, data scientists, and CRM strategists 

• Foster culture of innovation, collaboration, and operational excellence 

• Establish centers of excellence for AI-driven CRM capabilities 

• Partner cross-functionally with data science, engineering, creative, and strategy teams 

• Drive recruitment and development of top AI talent 

Business Development & Revenue Growth 

• Partner with business development to identify and pursue strategic AI-powered CRM opportunities 

• Develop compelling business cases and ROI models for AI investments