The Strategy Director, CX & CRM, is a senior role within the McCann Strategic Community, responsible for leading CX- and CRM–led strategy across digital ecosystems and integrated communications.
The role is centered on defining how brands build meaningful, ongoing relationships with customers across the full lifecycle. It establishes clear strategic points of view on customer journeys, engagement models, and communication systems—clarifying what brands and campaigns should communicate, how communications should work across channels, and how CRM, digital, and experience touchpoints connect into a coherent end-to-end customer experience.
Working closely with senior strategy leadership, this position translates business and CX objectives into integrated, actionable frameworks that drive relevance, effectiveness, and long-term value.

• 10+ years of experience in customer experience, CRM, strategic planning, or digital strategy roles, preferably within an agency or consulting environment
• Strong background in CX-led, CRM, and digital strategy
• Proven ability to lead complex, multi-disciplinary strategic engagements with senior clients
• Experience working across brand, communications, data, and technology teams
• Strong strategic thinking, communication, and facilitation skills
• Japanese: Business level

• Experience working with global brands and multi-market stakeholders
• Exposure to FMCG, healthcare, lifestyle, or B2B categories
• Strong understanding of data, marketing technology, and digital platforms as strategic enablers
• Experience working with social platforms and Social CRM integration would be a plus

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