Job Description:

ICUC is the global leader in Social Media solutions for over 20 years. To date, the ICUC team consists of over 350 people, in over 35 countries, covering 50 languages around the clock. In an environment where the only constant is change, we create common ground between brands and audiences across communities and social media. Fueled by a unique culture built in and around meritocracy, we bring the passion, the know-how and the balance necessary to maintain the charted course we set for ourselves: to be the best, we employ the best. Are you ready to be part of the ICUC team?

The Role

ICUC is creating a new leadership role to own our automation and AI strategy across the business. This is a product and innovation mandate, not a workforce-efficiency one: the Director, Product Automation is responsible for how AI and automation get built into the actual work we do for clients — community management, strategy, insights, monitoring, and social listening, so our teams can work faster, with more precision, and with sharper focus on the client. 

This is a founding, leadership-level position. You'll set the vision and build the function from the ground up, working closely across leadership to make sure ICUC's AI and automation strategy is as strong internally as it is in how we tell that story to the market.

What You'll Be Doing

Automation & AI Strategy

• Own ICUC's automation and AI strategy as it applies to our products and service delivery

• Evaluate, pilot, and select tools and technologies that make our core services - community management, strategy, insights, monitoring, and social listening - faster, more precise, and more scalable, without compromising the quality clients expect.

• Define a standardized, scalable automation blueprint for ICUC's service offerings, rather than one-off, client-by-client fixes.

• Build the reporting infrastructure needed to measure automation impact including efficiency gains, quality, and margin — across our platform ecosystem.

• Bring a product mindset to this work: treat automation and AI capability as a product to be designed, tested, and iterated, not a back-office project.

Cross-Functional Leadership

• Partner closely with Operations, Product Marketing and Growth to translate our internal automation and AI capability into external go-to-market positioning and messaging.

• Collaborate with Marketing to align messaging with ICUC's broader brand and content strategy.

• Work across delivery, operations, and client success teams to ensure new tools and workflows are adopted in practice, not just approved in theory.

Organizational Leadership

• Represent automation and AI strategy at the leadership table, helping shape how ICUC positions itself against AI-native competitors and evolving client expectations.

• Build and champion a clear, company-wide narrative for what "AI-enabled, human-powered" means at ICUC, internally and externally.

• Mentor and influence teams across the business to build automation literacy and confidence, without a large direct team of your own at the outset.

What You Bring to the Table

• Proven experience building or scaling a product, automation, or AI/technology strategy function, ideally within a services, agency, or martech environment.

• A track record of taking automation or AI capability from concept to measurable operational impact. 

• Strong cross-functional collaboration skills; comfortable partnering with marketing, delivery, and executive stakeholders who may have different priorities.

• Familiarity with social media, community management, or social listening platforms is a strong asset.

• Experience navigating the reporting and data limitations of enterprise martech platforms and building workarounds or systems to close those gaps.

• A genuine product-innovation mindset: curious about tools and technology but always tying it back to what makes the client experience better.

• Comfortable operating as a founding leader in a new function - able to build structure and process without waiting for someone else to define it.

Additional information:

Vacancy: Is this posting for the purposes of filling an existing vacancy? Yes

The salary range for this position is $110K-$135K. Actual salary within the salary range will be based on a variety of factors including relevant experience, knowledge, and skills. A range of medical, dental, RRSP, paid time off, and/or other benefits also are available to all permanent employees.

AI Disclosure: [dentsu] utilizes artificial intelligence tools as part of its recruitment process, as during the sourcing and screening stages. All other parts of the dentsu application and hiring processes do not utilize artificial intelligence tools.

We know through experience that different ideas, perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full, authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process, please contact [email protected] or to begin a conversation about your individual accessibility needs throughout the hiring process.

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