Customer Strategy Lead

Our dentsu Business Transformation (BX) practice in the UK&I exists to propel growth for brands and businesses and sits at the intersection of consulting and creativity. BX combines dentsu’s unique data and technology-driven creativity with management consulting rigour and human-centric design to drive sustainable growth and prepare organisations for the future. Born in Japan and launched in the UK&I in Q4 2024, BX represents a significant milestone in dentsu’s strategic vision to become the world’s leading integrated growth partner.

With a 400-strong global community of business transformation experts, BX is already delivering impactful solutions for some of the world’s most iconic brands across telecommunications, financial services, FMCG, and retail. BX supports brands in achieving transformational outcomes, including:

• Revenue diversification through new business models
• Product and service innovation that meets current and future customer needs
• Organisational redesign to ensure adaptability in today’s dynamic economic environment
• Cultural and change management programs to drive adoption of new tools and processes

At a time of rapid global change and increasingly urgent challenges, BX offers a fresh, future-focused approach to sustainable growth. By leveraging the Japanese philosophy of Sanpo Yoshi – success through responsibility – BX delivers actionable strategies that create long-term positive impact for business, people, and society.

BX’s end-to-end expertise spans three key areas:

• Business Strategy – Defining where to play and how to win. Identifying new paths to growth, pivoting business models and driving customer-led innovation to create competitive advantage.
• Business Transformation & Change – Designing and executing future-ready operating models and change strategies.
• Customer Strategy – Designing end-to-end strategies that align customer needs with business goals to drive value, loyalty, and growth.

The role requires an experienced customer strategist, with experience from a leading consultancy, brand/creative strategy agency or in-house team to join our growing BX team. You’ll bring a sharp analytical mindset, strong commercial awareness, and a desire to apply strategic thinking in a fast-paced, hands-on environment.

As part of our diverse strategy group, you’ll play a key role in projects spanning our three areas of expertise – always driving impactful brand and business outcomes. We are looking for an entrepreneurial agency or client-side marketer looking for the next step in their career to join our growing team of strategy specialists.

You will have strong experience in data-driven customer strategy, including:

• Collating and combining insights to deliver clear and actionable recommendations for business change
• Developing and delivering contact and content strategies
• Designing cross-channel customer journeys

You will have an innate interest in the data and human behavioural insight that underpins your strategies and will have the ability to build this into a compelling story that captures the imagination of clients and instils confidence and trust. You will be expected to manage meetings and present your thoughts, recommendations and reasoning internally and at board level for clients.

As well as being abreast of industry best practices, you will be naturally curious and confident presenting new and innovative routes to market and future-facing ideas to transform customer relationships. If you’re someone who likes innovation, we need an energetic self-starter who can quickly build relationships, who can get to the core of the clients’ challenges and deliver insightful, data-led strategies focused on business goals and translate this into actionable, integrated activation plans.

dentsu have great relationships with our client base which is founded in the trust of providing deep expertise. The environment is fast-paced and challenging, but also a lot of fun. You will be working in a vibrant team of like-minded professionals with a variety of skills, providing a place to learn and grow your expertise and the opportunity to specialise in an area of your choosing.

What we are looking for:

• At least 5 years in client/agency side or consulting roles preferably with a focus on Brand, Marketing, Customer Experience or Analytics
• Strong experience presenting complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plans
• Proven experience in customer journey planning, including but not limited to direct channels.
• Strong understanding of the use of data to both understand audiences and evaluate effectiveness of communications, using this knowledge to plan future executions and development
• The ability to write and deliver a compelling brief to the delivery teams and be able to objectively evaluate responses
• Understanding of the technological capabilities and limitations of different communication channels across Paid Media, On-Site, CRM
• A proactive approach to enhancing the strategic proposition with new perspectives, translating the ever-shifting sector needs into a compelling narrative
• Strong presentation skills and an ability to bring out the “so what”
• A passion for furthering your own skills in order to make our service better

A few of the benefits:

• You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning
• 29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)
• We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years
• You'll have a hybrid working schedule, with flexible start/end hours

Inclusion and Diversity: Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures. We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

About dentsu: Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society. Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.