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For Companies 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 and learn from industry experts.
- Why this job: Make a real impact on customer experiences with innovative solutions.
- Qualifications: 4+ years in data-driven marketing or CRM, strong communication skills.
- Other info: Dynamic team environment with opportunities for growth and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Senior Consultant – CRM & Next-Best-Action Decisioning
The Role
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’ 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 a role that 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.
The Team
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.
The Company
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.
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Senior Consultant – CRM & Next-Best-Action Decisioning employer: Optima Partners
Contact Detail:
Optima Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Consultant – CRM & Next-Best-Action Decisioning
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CRM strategies and be ready to discuss how your experience aligns with their needs. We want you to walk in feeling confident and ready to impress!
✨Tip Number 3
Showcase your expertise during interviews by sharing specific examples of your past successes in CRM and NBA decisioning. We love hearing about real-world applications, so don’t hold back on those impressive stats and outcomes!
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. We believe that showing appreciation can set you apart from other candidates.
We think you need these skills to ace Senior Consultant – CRM & Next-Best-Action Decisioning
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Consultant in CRM & NBA. Highlight your relevant experience and skills that align with the job description, especially your understanding of customer lifecycle strategies and data-driven marketing.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer engagement and how your background makes you a perfect fit for our team. Be sure to mention specific examples of your past work that demonstrate your expertise in NBA methodologies.
Showcase Your Communication Skills: Since clear communication is key in this role, make sure your application reflects your ability to simplify complex concepts. Use straightforward language and structure your documents well to make it easy for us to see your thought process.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Optima Partners
✨Know Your NBA Inside Out
Make sure you have a solid grasp of Next-Best-Action decisioning principles and methodologies. Be ready to discuss how you've applied these in past roles, and think about specific examples where you've driven customer engagement through data-driven strategies.
✨Showcase Your Communication Skills
As a Senior Consultant, you'll need to simplify complex concepts for clients. Prepare to demonstrate your ability to communicate technical ideas clearly. You might even want to practice explaining NBA logic or AI models to a friend who isn't in the industry!
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical client challenges. Think about how you would define success metrics or lead a workshop on NBA strategies. Practising these scenarios can help you articulate your thought process during the interview.
✨Highlight Your Collaborative Spirit
This role involves working closely with various teams, so be prepared to discuss your experience in collaboration. Share examples of how you've worked with data science or martech teams to achieve common goals, and emphasise your ability to coach others in NBA literacy.
