Job Specifications
Director of CRM, CX, and AI
Location: Palm Beach Gardens, FL (In Office)
Reports To: Group VP, Marketing
Position Summary
Midas is seeking a visionary yet hands-on Director of CRM, CX, and AI to lead transformative customer engagement strategies across franchise operations. This role blends strategic leadership with tactical execution, integrating customer relationship management, experience design, and artificial intelligence to drive loyalty, personalization, and operational efficiency.
You will shape how Midas connects with customers throughout their lifecycle—from acquisition to retention—while partnering with Operations to deliver measurable value to franchisees. This role requires a proactive leader who can roll up their sleeves and bring ideas to life.
Key Responsibilities
CRM Strategy & Execution
Develop and lead CRM strategies aligned with Midas’ brand positioning and marketing initiatives.
Ensure campaigns reflect brand voice, values, and promotional calendar across all customer touchpoints.
Own end-to-end execution of CRM programs across platforms (email, SMS, app, web).
Collaborate with creative, digital, and franchise marketing teams to support brand storytelling and promotions.
Optimize CRM performance through testing, analytics, and iteration.
Monitor CRM KPIs and deliver actionable insights to senior leadership.
Customer Experience (CX) Leadership
Champion customer-centric thinking across the organization.
Map and optimize customer journeys across digital and physical touchpoints.
Collaborate with franchisees to implement CX best practices and feedback loops.
Lead Voice of Customer (VOC) programs and Net Promoter Score (NPS) initiatives, translating insights into action.
AI & Data Innovation
Lead strategic and tactical application of AI to enhance engagement, efficiency, and intelligence.
Partner with Operations to implement AI-driven solutions that improve service delivery and resource allocation.
Develop predictive models and automation tools to support marketing and operational decision-making.
Ensure AI initiatives align with business goals and deliver tangible ROI.
Champion a culture of innovation by integrating AI into everyday processes (e.g., customer support, inventory, scheduling).
Qualifications
Bachelor’s or Master’s degree in Marketing, Business, Data Science, or related field.
8+ years of experience in CRM, CX, or digital marketing, including 3+ years in a leadership role.
Proven success implementing AI or machine learning in marketing or customer operations.
Strong analytical skills with experience in A/B testing, segmentation, and journey mapping.
Demonstrated ability to lead strategy and execute hands-on.
Excellent communication and stakeholder management skills.
Experience in franchise or retail environments is a plus.
Why Join Midas?
At Midas, we’re more than just a car care brand, we’re a community of entrepreneurs, innovators, and customer champions. Join us in shaping the future of automotive service through smart growth and strategic real estate leadership.
About the Company
Founded in 1956, today Midas has grown to over 2,100 locations worldwide. In the early days, we sold the best muffler on the market and it included a national warranty "for as long as you own your car." This was unheard of and soon, other companies followed our lead. Fast forward to today. Vehicles consistently perform well even with more than 100,000 miles. Drivers are owning their vehicles longer and driving more. Fittingly, the Midas brand has evolved to that of total car care experts, offering a wide variety of maintenan...
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