CX and CRM Strategist

Who we're looking for:

• An understanding of CX tools and analytics platforms.
• An intimate understanding of our clients' business and brand strategy.
• Up to date with technology innovation and emerging platforms.
• Understanding of CRM, email marketing and marketing automation platforms.
• Experience in customer engagement strategies that take content into account.

What you'll be doing:

• Produce high quality strategies that deliver customer engagement that amplifies brand value and business growth for our clients.
• Define, explore and track interactions between a customer and the brand throughout the customer lifecycle.
• Optimize interactions using customer data and, as a result, foster loyalty for brands.
• Be the first point of call for clients and internal teams on day-to-day questions about customer experience, interaction journeys and customer loyalty.
• Be part of high performance and positive team environment and champion experience innovation by building commitment and support for innovative lead ideas.
• Support the Content Strategy Leadership.
• Deliver thought leadership in the area of CX and CRM planning.
• Turn complex customer information into compelling mapped journeys.
• Generate best-practice journey maps, user flows and interaction models.
• Plan and develop loyalty/entrenchment/adoption journeys across all touchpoints including email, social and web.
• Add value to the design, rapid innovation and prototyping of concepts for clients.
• Review the standard of CX design work, to ensure that only work meeting the highest levels of quality is presented to clients.
• Ability to sensitively provide feedback to give clear direction, provide additional stimulus and thought starters to creative teams.
• Work to keep the creative/design team motivated and excited about the work.
• Have a detailed understanding of marketing effectiveness and best-practice measurement and benchmarking.
• Analyze data sources to improve brand journeys and loyalty programs.
• Play the lead role in ensuring our clients optimize their use of digital CX channels to grow their businesses and brands.
• Create and give presentations which are logical, coherent, concise and jargon-free, supported by robust insights and data.
• Verbal communication skills; persuasively getting your point across in a clear, concise and ego-free manner.
• Lead and build great working relationships with clients.
• Think proactively about things that can help strengthen the relationship above and beyond the day to day.
• Great working relationships with all internal departments.
• Encourage and lead collaboration particularly with Creative, Design, Content and Account teams.

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