Job Description

Director, Customer Success – Loyalty & Customer

How You’ll Make an Impact

As the Director of Customer Success, you will play a pivotal role in shaping the future of our customer relationships, driving product adoption, and fostering long-term loyalty. Your leadership will directly influence our ability to deliver exceptional value to our clients and ensure their success with Epsilon’s solutions. Here’s how you will make an impactful difference at Epsilon:

• Work together win together: As the Director of Customer Success for PeopleCloud Loyalty and Customer solutions, you will create a collaborative environment where cross-functional teams and customer stakeholders work together to achieve shared goals. Your leadership will ensure that every customer interaction is meaningful and contributes to mutual growth and success.
• Innovate with purpose: You will be part of a forward-thinking company that values creativity and collaboration. In this role, you will leverage cutting-edge Customer Success Management technology and best practices to develop innovative strategies that deliver measurable value to our clients. By continuously identifying new opportunities and refining our approach, you'll ensure that our solutions not only meet but exceed customer expectations. Your commitment to continuous improvement and purposeful innovation will help us transform customer experiences and achieve outstanding business outcomes.

What You’ll Achieve

• Career Growth Opportunities: Gain experience leading a high-performing team and driving strategic initiatives that enhance customer success.
• Skill Development:Enhance your leadership, strategic thinking, data-driven decision-making, and change management skills. Gain extensive exposure to broader set of Epsilon PeopleCloud solutions, platforms, data, and media
• Drive the adoption and success of Epsilon’s PeopleCloud Loyalty and Customer solutions.
• Develop and execute strategic customer success plans that align with clients’ goals and drive long-term value.
• Foster strong relationships with key stakeholders within client organizations to ensure satisfaction and retention.
• Collaborate with cross-functional teams to deliver seamless, integrated solutions that meet client needs.
• Identify opportunities for account growth and expansion, leveraging customer insights and data-driven strategies.
•  Enhance customer experiences by implementing best practices, playbooks, and innovative approaches to problem-solving.

Who You Are

• What you’ll bring with you:

• Marketing Technology/Advertising Technology: supporting Loyalty, CDP/CRM, Cross-Channel Marketing, Ad, and Data platforms
• Technology Integration: experience with integrating CSM technology platforms into business operations.
• Proven Leadership: Demonstrated success in building, growing, and leading high-performing CSM teams.
• Executive Relationships: Strong ability to build and maintain relationships at Senior Management/Executive levels.
• Cross-Functional Collaboration: Skilled at working with cross-functional teams in a matrix environment to achieve key objectives.
• Complex Problem-Solving: Ability to resolve complex and diverse situations with innovative solutions.
• Communication Excellence: Exceptional verbal and written communication and presentation skills.

• Why you might stand out from other talent:

• Industry experience in large enterprise environments, preferably within Financial Services and Insurance verticals
• You take a consultative approach with clients to achieve the full value of our solutions.
• Develop long-term goals and strategies that align to the client’s business outcomes.
• Comfortable managing customer relationships at senior management/executive levels.
• Experience managing and driving change within organizations. 
• Assist clients in adapting to new technologies and processes.
• Ability to anticipate challenges and prepare proactively, supported by playbooks.
• You measure success by customer value rather than tasks accomplished.
• Ability understand where Loyalty/CDP fits into the client’s tech stack.

Additional Information

Epsilon at Our CORE

Epsilon is a global advertising and marketing technology company positioned at the center of Publicis Groupe. Our products accelerate our clients’ ability to harness the power of their first-party data to activate campaigns across channels and devices, with an unparalleled ability to prove outcomes. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Our best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, retail media, messaging and loyalty solutions. We process 400 billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC.

Curious about life at Epsilon? Explore Our Culture, DE&I initiatives, and our commitment to our communities.

Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:

• Act with integrity. We are transparent and have the courage to do the right thing. 
• Work together to win together. We believe collaboration is the catalyst that unlocks our full potential. 
• Innovate with purpose. We shape the market with big ideas that drive big outcomes. 
• Respect all voices. We embrace differences and foster a culture of connection and belonging. 
• Empower with accountability. We trust each other to own and deliver on common goals. 

Because You Matter 

As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to the following:

• Time to Recharge: Flexible time off (FTO), 14 paid holidays 
• Time to Recover: Paid sick time
• Family Well-Being: Parental/new child leave, childcare & elder care assistance, adoption assistance
• Extra Perks: Comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling

Epsilon benefits are subject to eligibility requirements and other terms.

Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants needing accommodations to complete the application process. 

For San Francisco Bay and Los Angeles Areas: Epsilon will consider for employment qualified applicants with criminal histories in a manner consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance. Applicants with criminal histories are welcome to apply. 

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