Customer Experience Director

Company Description

Digitas is The Connected Marketing Agency, committed to helping brands better connect with people through Truth, Connection, and Wonder. With diverse expertise in data, strategy, creative, media, and tech, we work across capabilities and continents to make better connections and achieve ambitious outcomes through ideas that excite, provoke, and inspire. Curious and fully transparent, we are always examining real human behavior to create authentic connections—between brands and consumers, clients and partners, and ideas and outcomes. Digitas has 3,500 employees across 18 countries and 32 offices, with an extended network via Publicis Media of over 23,500 employees present in more than 100 countries worldwide. To connect with Digitas or learn more, visit www.digitas.com.

Job Description

Building trust-based client relationships and reacting to the dynamics of their business, by which you become their trusted advisor, in turn helping us to do great work together.

1. Championing the Connected CX offering, as well positioning it correctly in the bigger picture of connected digital marketing and media, not as a narrow or siloed definition.
2. Digital transformation is key to driving a successful CX programme.
3. Owning and overseeing your contribution to project deliverables – including collating results, writing case studies, and sharing learnings with client/agency teams in the form of ad hoc sessions and QBRs.
4. Managing talent, ensuring engagement of diverse skill sets to drive learning, transformation, and successful operations.
5. Developing scopes of work and managing project deliverables per the agreed timeline and SOW.
6. Managing cost estimates and billing.
7. Strong creative problem solving, both on a practical level in handling operational matters and a conceptual level in defining the campaign plan alongside strategy.
8. A backbone of technical knowledge with systems and Marketing Automation tools required to execute scheduled, seasonal, and trigger-based campaigns.
9. Familiarity with the digital marketing environment and keeping abreast of important marketing/CX tech trends, updates, and new products and skills development needs.

Qualifications

1. 10-12 years of experience in a relevant CX, loyalty or digital roles.
2. Prior agency or marketing services experience is essential.
3. A proven track record of managing clients, planning and executing projects including within a digital transformation agency, marketing services business or management consultancy.
4. Strong ability to explain leading connected marketing solutions and CX platforms - Enterprise Marketing Software Suites, Customer Success Platforms, CX Suites, Content Management Systems, CRMs, Customer Data Platforms.
5. Relevant experience and accreditation with above platforms is advantageous, primarily, Salesforce/Adobe (namely: Salescloud, Service Cloud & Marketing Cloud/Campaign) along with CMS Solutions such as (Adobe Experience Manager, Drupal & Sitecore).
6. Due consideration given to accreditation with vendors including Salesforce, Adobe & Oracle.
7. Working knowledge of analytics platforms such as (Google Analytics, Adobe Analytics, Kochava, Adjust, Appsflyer).
8. Deep understanding of identity-based marketing across digital channels.
9. Ability to craft world-class CX Strategies, run discovery workshops, and organize operationalizing accounts.
10. Through grasp of customer journeys mapping bringing together capabilities and stakeholder management with a mind-set of people, process & tools through creation of things such as (Standard Operating Procedure Creation, Process mapping, Data Mapping & Understanding, Digital Media Channel Knowledge, Digital Owned Assets Management).
11. Attention to detail, personal organization, and project management abilities.
12. Team management with excellent relationship-building and communication skills.
13. Ability to organize and build out team ways of working & process documents to be implemented.
14. Ability to build out account servicing standards (RACIs, SLAs, Detailed Scope binding).
15. Top-line knowledge of team collaboration tools like JIRA or Confluence that can help to coordinate the campaign lifecycle is useful but not essential.