CX and CRM Strategist

Who we're looking for:

CX Digital Strategist must be an expert in the full range of digital disciplines including omnichannel customer experience, mobile, social, web, CRM, search and interactive, and with a good understanding of how traditional marketing can be integrated with digital. S/he must also have a general understanding of digital media and analytics.

What you'll be doing:

• A digital professional who is well versed in multiple digital channels, platforms and innovations.
• You will drive innovative and highly effective digital marketing strategies for the agency's clients.
• Excellent skills in client interaction, strategic thinking and communication are required. Similarly excellent skills and track record in your ability to work with partner agencies.
• You will ensure highly innovative strategic thinking is applied to clients' digital plans and assist the CX Strategy Lead and the Content Director in developing CX strategies for VML.
• An important function is to work with the CX Strategy Lead to improve and maximize client understanding and agency capability in terms of knowledge, skills, and abilities in the areas of CX marketing across all digital platforms, data-driven strategy and customer-engagement.
• Excellent CX digital strategic thinking that meets client needs, actively supports the CX Strategy Lead and Content Director in VML’s growth in CX.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.
• Turns 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.
• Works to keep the creative / design team motivated and excited about the work.
• Detailed understanding of marketing effectiveness and best-practice measurement and benchmarking.
• Analyzes data sources to improve brand journeys and loyalty programs.
• Plays 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.

What you'll need:

• Five years+ experience in client-centered, agency environment (i.e. fast-paced, client or brand-centric professional experiences).
• Experience in digital marketing strategy (web, mobile, social, CRM, search, customer engagement, data-driven, experiential) across multiple industries and in an agency environment.
• Professional experience developing CX digital marketing strategy and online advertising campaigns

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