- Company Name
- Midas International
- Job Title
- Director of CRM, CX & AI
- Job Description
-
**Job Title**
Director of CRM, CX & AI
**Role Summary**
Lead the design, execution, and continuous improvement of customer relationship management, customer experience, and artificial intelligence strategies across franchise operations. Integrate data‑driven insights, AI solutions, and customer journey optimization to drive loyalty, personalization, and operational efficiency. Collaborate cross‑functionally with marketing, operations, and franchise teams to align initiatives with brand positioning and business goals.
**Expectations**
* Deliver measurable impact on acquisition, retention, and franchisee satisfaction.
* Translate AI and data insights into actionable CRM and CX improvements.
* Maintain high standards of brand voice, KPI measurement, and ROI across multi‑channel programs.
**Key Responsibilities**
* Develop and execute end‑to‑end CRM strategies aligned with brand and marketing objectives.
* Own multi‑channel campaign execution (email, SMS, app, web) and optimize performance through testing and analytics.
* Lead CX initiatives—journey mapping, VOC programs, NPS, and franchise collaboration—to embed customer‑centric thinking.
* Drive AI integration: predictive modeling, automation, and operational decision‑support tools.
* Partner with Operations to deploy AI‑enhanced solutions that improve service delivery and resource allocation.
* Monitor CRM & CX KPIs, report insights, and recommend actionable improvements to senior leadership.
**Required Skills**
* Strategic planning and execution in CRM, CX, or digital marketing.
* Advanced analytics (A/B testing, segmentation, journey mapping).
* AI/machine‑learning application in marketing or customer operations.
* Strong communication, stakeholder management, and cross‑functional collaboration.
* Leadership experience (3+ years) managing teams and large‑scale initiatives.
**Required Education & Certifications**
* Bachelor’s or Master’s degree in Marketing, Business, Data Science, or related field.
* Proven track record of AI implementation in marketing or customer operations.
Palm beach county, United states
On site
Senior
02-03-2026