Associate Director, Business Consultancy

Bloomreach is building the world's premier agentic platform for personalization. We're revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We're making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn't only autonomous…it’s also consistent.

From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

Role purpose

Lead and scale a strategic, AI‑enabled consulting organisation that delivers measurable business impact for Bloomreach Engagement clients in EMEA. Own the vision, performance, and evolution of the Business Consultancy function and the Service Delivery Centre (SDC), driving client outcomes, regional growth, and services efficiency.

Strategic leadership & regional impact

• Set and continually refine the strategy for Business Consultancy and the SDC in EMEA, aligned with Professional Services, Customer Success, and the broader go‑to‑market.
• Own regional performance for Business Consultancy and SDC (e.g. NRR contribution, services margin, attach/expansion, CSAT/NPS) and establish clear plans, metrics, and operating rhythms to achieve them.
• Represent Business Consultancy in EMEA leadership forums, shaping investment priorities, offerings, and ways of working across the customer lifecycle.
• Champion a data‑driven, AI‑enabled consulting approach, ensuring methodologies leverage available data, insights, and AI capabilities to drive client ROI and scalable value for Bloomreach.

Service delivery strategy & client value

• Define and oversee standards for implementation and onboarding quality across EMEA, ensuring consistent excellence in discovery, data model design, data migration, and automated program setup.
• Drive the creation and adoption of scalable delivery frameworks, playbooks, and QA models so implementations are predictable, efficient, and outcome‑focused.
• Ensure platform adoption is maximised from day one, with core and advanced Engagement capabilities (including AI recommendations and predictions) embedded into client roadmaps as a default.
• Act as a senior strategic advisor for key clients, partnering with Customer Success to shape long‑term strategies and roadmaps aligned to client growth, commercial outcomes, and clear success metrics.
• Ensure teams systematically translate strategy into measurable value, improving KPIs such as conversion, CLV, campaign performance, time‑to‑value, and marketing efficiency, and that value is clearly evidenced.

Service Delivery Centre (SDC) leadership

• Build and lead a high‑performing SDC in EMEA, with consultants skilled in both technical execution and business consulting.
• Define the SDC operating model, scope of services, and success metrics to deliver high‑quality, repeatable work that accelerates implementations, drives adoption, and improves margins as well as promote cross product (Discovery) enablement and knowledge.
• Integrate the SDC tightly with regional Professional Services, Customer Success, and Partner motions (e.g. split‑of‑work, staff augmentation, and packaged services).
• Drive capability development so SDC teams can design and deliver AI‑enabled use cases that support advanced, predictive, and personalised customer journeys.

Scaling Professional Services for growth

• Design and execute a scalable Professional Services model for EMEA, balancing in‑house consulting, the SDC, and partners to support regional growth.
• Develop repeatable, packaged services and delivery models (including AI‑driven audits, accelerators, and value‑assurance offers) that reduce time‑to‑value and increase delivery efficiency.
• Lead workforce and capacity planning for Business Consultancy and the SDC, ensuring the right mix of skills, locations, and sourcing models across markets and segments.
• Partner with Sales, Revenue Operations, and Finance on pricing, scoping, and utilisation to align services economics with strong client outcomes.

AI fluency & innovation

• Serve as a visible champion for AI across Professional Services, ensuring teams can confidently position and apply Bloomreach AI (e.g., recommendations, predictions, content optimisation) in client strategies.
• Embed AI‑powered insights, experimentation, and automation into consulting approaches, helping clients move from basic execution to advanced, predictive, and personalised engagement.
• Lead internal AI upskilling for Business Consultants and SDC teams (tools, concepts, best practices, and guardrails), building confidence and consistency in AI‑enabled delivery.
• Explore and introduce AI‑assisted ways of working (e.g., knowledge retrieval, playbook generation, QA automation, standard asset creation) to increase quality, speed, and scalability.

People leadership & organisational development

• Lead and coach managers, senior consultants, and high‑potential ICs across UK & Western Europe Business Consultancy and the EMEA SDC, creating a strong bench of future leaders.
• Own hiring, onboarding, performance management, succession planning, and career development, building a diverse, high‑performing consulting organisation.
• Foster a culture of ownership, collaboration, psychological safety, and continuous learning, where teams are empowered to innovate and improve.
• Model and reinforce Bloomreach values, ensuring the organisation sets a high bar in client leadership, quality, ethics, and inclusion.

Cross‑functional leadership & continuous improvement

• Partner closely with Customer Success, Product, Sales, Marketing, Support, and Partner teams to ensure a seamless end‑to‑end customer experience and a consistent value narrative.
• Act as a senior point of escalation for complex client or project issues, orchestrating the right stakeholders to protect and enhance client outcomes.
• Identify, prioritise, and drive process, tooling, and AI‑assisted improvements across Professional Services, with a focus on scale (e.g., templates, automation, governance models, diagnostics).
• Establish structured feedback loops from clients and projects back into Product and GTM teams, influencing roadmap, packaging, and positioning based on real‑world insight.

More things you’ll like about Bloomreach:

• Culture: A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. We have defined our 5 values and the 10 underlying key behaviours that we strongly believe in. We can only succeed if everyone lives these behaviours day to day. We’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. We believe in flexible working hours to accommodate your working style. We work virtual-first with several Bloomreach Hubs available across three continents. We organise company events to experience the global spirit of the company and get excited about what’s ahead. We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer.
• Personal Development: We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges. Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• Well-being: The Employee Assistance Program -- with counselors -- is available for non-work-related challenges. Subscription to Calm - sleep and meditation app. We organise 'DisConnect' days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. We facilitate sports, yoga, and meditation opportunities for each other. Extended parental leave up to 26 calendar weeks for Primary Caregivers.
• Compensation: Restricted Stock Units or Stock Options are granted depending on a team member's role, seniority, and location. Everyone gets to participate in the company's success through the company performance bonus. We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts. We reward & celebrate work anniversaries -- Bloomversaries.

Excited? Join us and transform the future of commerce experiences.