Performance and Innovation Lead

We are looking for a senior leader to connect the dots across CRM, platform innovation and marketing analytics. One will build and operate a unified capability hub that delivers measurable marketing impact for 10+ regional markets.

This role is ideal for someone who has risen from innovations & Tech, CRM or performance marketing into strategic leadership and ready to integrate capabilities and lead a multidisciplinary team.

Responsibility will be for unifying Salesforce Marketing Cloud execution, website innovation, and data performance reporting under a single playbook. A Leader at the helm of different teams to translate between business goals, tech constraints, and customer outcomes.

CRM & Salesforce Marketing Cloud Operations

• Oversee Salesforce Marketing Cloud (SFMC) implementation and journey management across 8+ markets.
• Translate campaign briefs into multi-market CRM journeys across Email, WhatsApp, SMS, and push.
• Guide CRM delivery pods: campaign managers, builders, QA, and reporting analysts.
• Ensure CRM journeys meet business objectives (e.g., retention uplift, test drive bookings).
• Troubleshoot delivery issues, QA errors, and stakeholder escalations with speed and accuracy.

Platform Innovation & Digital Experience

• Co-lead the client website and CMS innovation in partnership with the Digital Experimentation Lead.
• Manage a backlog of site experiments (e.g., UX tweaks, funnel enhancements, A/B tests).
• Translate innovation lab concepts into scalable platform initiatives.
• Champion cross-functional input from media, analytics, product, and creative teams.

Performance Analytics & Integration

• Lead performance integration across CRM, website, and paid media.
• Collaborate with the Marketing Science Unit (MSU) to define unified KPIs (e.g., site-to-lead, lead-to-booking, CAC).
• Ensure reporting pipelines across Salesforce, Adobe Analytics, and Power BI are delivering actionable insights.
• Build feedback loops that turn performance dashboards into optimization actions.

Team Leadership & Governance

• Manage a 10–15 person cross-functional team across CRM ops, platform specialists, and analysts.
• Serve as the senior delivery voice in regional performance reviews and executive check-ins.
• Establish clear delivery operating rhythms (standups, retrospectives, quarterly planning).
• Partner with WPP HR to shape talent ladders, retention strategies, and team engagement.

Skills and Competencies

• A seasoned CRM or digital performance lead who has grown into strategic ownership.
• Someone who has led Salesforce or Martech project delivery in a regional or global setting.
• A team builder who thrives on scaling talent and motivating high-performance squads.
• A translator of complexity—able to bridge product, marketing, analytics, and tech.
• Data fluent but not data-obsessed—who uses insights to move business outcomes.
• A structured thinker who’s comfortable with agile, experimentation, and change management.