At a Glance
- Tasks: Shape customer engagement strategies and leverage AI for impactful marketing.
- Company: Join Optima Partners, a leading consultancy in AI-driven transformation.
- Benefits: Collaborate with top brands, learn from experts, and enjoy a dynamic work environment.
- Other info: Exciting growth phase with opportunities for career advancement.
- Why this job: Make a real impact on customer experiences and drive business outcomes.
- Qualifications: 4+ years in data-driven marketing or CRM, strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
We’re looking for a Senior Consultant specialising in CRM & Next-Best-Action Decisioning (NBA) to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 4+ years of consulting or relevant in-house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience.
As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future-fit customer engagement strategies, martech roadmaps, and marketing ops models that drive real business outcomes and deliver more personalised and effective customer experiences. This role offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer-centric marketing with some of the UK’s most ambitious and well-known brands.
Key Responsibilities
- Define and shape customer engagement and NBA strategies that align with business objectives and customer lifecycle priorities.
- Advise clients on maturity progression, from campaign-based to always-on, real-time engagement.
- Identify opportunities to leverage AI, adaptive models, and real-time context to drive customer and business value.
- Translate business objectives into NBA use cases, journey moments, and measurable outcomes.
- Collaborate with data and martech teams to ensure data readiness and channel integration for NBA.
- Define success metrics and measurement frameworks for NBA programmes.
- Lead experimentation to measure uplift and incremental value from NBA.
- Communicate complex concepts – NBA logic, AI models, arbitration – in a clear, business-friendly way.
- Support development of operating models, governance frameworks, and change plans for ongoing NBA management.
- Coach junior consultants and client teams to build NBA literacy and adoption.
- Contribute to Optima’s thought leadership, methodologies, and accelerators that evolve our capability in NBA decisioning.
Skills & Experience
Essential
- 4+ years’ experience delivering data-driven marketing, CRM, or NBA initiatives at a consultancy, agency or relevant industry role.
- Understanding of customer lifecycle strategies and how NBA supports acquisition, growth, retention, and service.
- Strong understanding of the core components, principles and best-practices of NBA methodologies and deep technical knowledge of end-to-end decisioning operations.
- Proven ability to translate business objectives into NBA use cases and measurable outcomes.
- Experience running workshops or playback sessions to align NBA logic and priorities.
- Clear, confident communicator able to simplify technical logic for business audiences.
- Highly proficient in Microsoft PowerPoint and Excel.
Desirable
- Exposure to NBA decisioning platforms, e.g. Pega CDH, Adobe Experience Platform.
- Experience with technical configuration or integration of NBA/CRM platforms, including understanding of data pipelines, APIs, and workflow automation.
- Experience working with data science or AI teams to optimise propensities and model use.
- Experience in regulated industries with complex governance needs, e.g. banking, insurance, telecoms.
You’ll be part of Optima’s Customer Strategy & Engagement service line; a dynamic group of strategists who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You’ll collaborate closely with colleagues across other services lines, including Growth, Delivery Office, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future-ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London or Bristol.
Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go-to challenger consultancy for AI-driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London, Aviva, Ovo Energy, The AA, and more. Our approach is hands-on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients, so our work doesn’t just advise but delivers impact in practice. For those joining us now, it’s an especially exciting time – we’re scaling fast and building the next chapter of our growth story.
Ready to lead the next wave of marketing transformation? We’d love to hear from you.
Senior Consultant – CRM & Next-Best-Action Decisioning in London employer: Optima Partners
Optima Partners is an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation within the Customer Strategy & Engagement team. With a focus on employee growth, you will have the opportunity to learn from industry experts while working with some of the UK's most ambitious brands, all in a supportive environment that values your contributions and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant – CRM & Next-Best-Action Decisioning in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Optima Partners and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Optima Partners are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Optima Partners on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Optima Partners. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Senior Consultant – CRM & Next-Best-Action Decisioning in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Optima Partners. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Optima Partners:Show us that you’ve done your homework! In your application, briefly mention what you admire about Optima Partners’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Optima Partners
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Optima Partners will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Optima Partners, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
