Senior Consultant - Lifecycle & Customer Growth in London

At In Digital, we help ambitious businesses unlock growth through better customer marketing, data and technology. Our clients include prestigious organisations such as The Financial Times, Experian and Sky, who partner with us over the long term to improve customer acquisition, retention and lifetime value. We’re looking for someone who enjoys solving complex marketing problems. Someone who is just as comfortable discussing customer strategy with a Marketing Director as they are mapping customer journeys, reviewing marketing technology, or helping clients understand how their data should flow between systems. This is a role that’s focused on helping clients build smarter marketing strategies across customer marketing, onsite and in-app channels, then delivering the projects that bring those strategies to life.

What you’ll be doing

• You’ll work with a portfolio of clients, acting as both strategic advisor and delivery lead across customer marketing and CRM projects.
• Projects might include:
• Developing customer contact strategies that improve engagement, retention and commercial performance
• Designing end-to-end customer journeys across email, push, SMS, in-app messaging, onsite and in-app touchpoints
• Helping clients define their retention and lifecycle management roadmap, identifying opportunities to improve customer experience, automation and operational efficiency
• Advising on marketing technology, including CRM platforms, ESPs, CDPs, CRO tools and customer data architecture
• Working with clients to understand what customer data they need, where it should live and how it should be activated
• Supporting CRM platform selections, migrations and implementation projects
• Analysing customer behaviour, campaign performance and lifecycle metrics to identify opportunities for growth
• Leading workshops with senior client stakeholders
• Managing projects from discovery through to delivery
• Supporting junior colleagues and helping develop our CRM capability

What we’re looking for

We’re deliberately looking beyond traditional CRM backgrounds. You may have worked in:

• A marketing consultancy
• A CRM consultancy
• A customer strategy team

You’ll probably have around 5-10 years’ experience and enjoy solving commercial problems for clients. Ideally you’ll have experience in several of the following areas:

• CRM strategy and customer lifecycle planning
• Marketing technology (Braze, Salesforce Marketing Cloud, Adobe Campaign, Bloomreach, HubSpot, Klaviyo or similar)
• Customer Data Platforms and data activation
• Customer segmentation and personalisation
• Retention, engagement and customer lifetime value
• Marketing analytics and performance measurement
• Client consulting and stakeholder management
• Managing multiple projects simultaneously

We’re one of the UK’s fastest-growing independent digital agencies, helping clients solve problems across acquisition, CRM, experimentation, analytics and AI. Joining us means you’ll have the opportunity to:

• Work with recognised brands across publishing, ecommerce and subscriptions
• Solve genuinely interesting customer growth challenges rather than managing BAU campaigns
• Build relationships with senior client stakeholders and influence business strategy
• Work alongside specialists in paid media, experimentation, analytics and AI
• Shape and grow our CRM consulting capability
• Progress quickly within an ambitious, entrepreneurial business.

Alongside this you’ll benefit from:

• Covent Garden office with private bar and excellent social culture
• Flexible hybrid working and work-from-abroad policy
• Subsidised gym membership
• Regular team events and lunches
• Twice-yearly performance bonus
• Competitive salary and strong progression opportunities