Senior Customer Experience Consultant

dotdigital; London; Hybrid; GBP 40,000 - 80,000

Job description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

This is an exciting new role in the Key Accounts Team of our Customer Success Department. This is a non-targeted, non-commissioned role.

You will help our biggest and best customers and partners get maximum value by assisting them to create and implement award-winning customer experiences using our Dotdigital platform. You will help them turn their omnichannel and data strategies into reality. Sometimes, this will be done by being hands-on with the platform in their scenario, but more commonly, it will be done by offering guidance and showing best practices. Mostly, your time will be not chargeable. Instead, your manager will allocate you to strategically important customers and partners to help them increase their results, deepen their knowledge, and maximise their likelihood of growing or renewing.

The role is part Marketing Consultant, part Customer Success Manager, part Partnerships Manager, part Technical Adoption Consultant, and part Platform Evangelist. As such, you will be adept at swapping approaches and strategies based on what is right for the customer.

You will have a wide range of hard and soft skills in the marketing technology arena; all honed to a very high level by having 5+ years of experience working in the space. In this role, we expect you to be a Dotdigital platform expert - very soon, your knowledge will be second to none.

This role is in the Key Accounts Team, but you will form high-performing relationships with other teams and individuals in different departments. You will work closely with the Personalisation Platform Adoption team, which performs similar tasks but with a narrower focus on Personalisation and using the Fresh Relevance platform. You will also work closely with the Senior Strategic Adoption Consultant, who helps the Key Account team prepare for customer Quarterly Business Reviews (QBRs) by identifying strategic areas of improvement.

The role can be done remotely first, but you will be expected to travel to client-facing customer meetings and attend the office for large internal meetings.

At Dotdigital, we are task-orientated, not clock watchers. As such, we are flexible on your working day, and we trust our people to manage their day and workload accordingly.

About You

• You will have 5+ years of hands-on experience creating advanced omnichannel marketing campaigns for large customers that can be proven to increase results within an ESP, CRM or Marketing cloud solution.
• You will have a deep understanding of email and omnichannel marketing best practices, customer retention, e-commerce and customer data strategies covering such things as deliverability metrics, open/click-through/conversion rates and list quality.
• You can demonstrate how you have led or convinced teams to implement your strategies.
• You will analyse the customer's current and future needs - specifically their platform use - and present recommendations for overcoming obstacles limiting their success.
• You will create and deliver workshops and strategy sessions based on your research into the customer need.
• You will become a Dotdigital platform expert. Ensure platform knowledge is second to none. Work with your colleagues to ensure your platform knowledge is shared.
• You will develop a high level of knowledge of our personalisation product, Fresh Relevance.
• You will have strong analytical skills, ability to derive meaning from KPIs, A/B testing and ROI.
• You will have experience creating written documentation to support deliverables.
• You will assist the partnership team in successfully enabling our strategically important partners to become subject matter experts and self-sufficient. Having experience working partner side will be preferable.
• You will be an excellent communicator and presenter, and lead sessions, engage various audiences and influence customers and colleagues at all levels of business.
• You will be comfortable speaking at marketing events and trade shows on omnichannel customer experience, data strategies and best practices. Having experience on the customer side will be preferable.
• You will contribute to the thought leadership material produced by our marketing team.
• You will be a Dotdigital evangelist in our growing community, speaking and creating content that opens people's eyes to the platform's full potential.
• Where needed, assist the Direct Sales and Customer Success teams in sales pitches and meetings to demonstrate our ability to work strategically to help customers achieve their goals.
• Provide platform feedback to the Product Team on areas for improvement of existing features, feature gaps, and ideas for its future direction.
• Using your expert opinion, identify common customer challenges that, if overcome, would drive greater business success and feedback to improve the customer lifecycle.

Why Us

Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

"As a CSD I was given the responsibility to manage, grow and retain mid-enterprise level clients. This is an exciting role which allowed me to develop my commercial skills, presentation skills and improve my stakeholder management. You are given lots more responsibility within the CS team and are also able to be part of the clients strategic planning processes, bringing insightful perspectives and data-driven recommendations to the table. The CS team provides lots of support and guidance to ensure you and your clients are successfully planning for the future."

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.