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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: Competitive salary, dynamic team environment, and opportunities for professional growth.
- Why this job: Make a real impact on customer experiences with top UK brands.
- Qualifications: 4+ years in data-driven marketing or CRM, strong communication skills.
- Other info: Collaborate with experts and contribute to innovative marketing solutions.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Senior Consultant – CRM & Next-Best-Action Decisioning at Optima Partners. 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 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.
Essential Skills & Experience
- 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 professionals on platforms like LinkedIn. We can’t stress enough how important it is to make those personal connections that could lead to job opportunities.
✨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 goals. We want you to walk in feeling confident and ready to impress!
✨Tip Number 3
Showcase your expertise! Bring examples of your past work, especially any successful NBA initiatives you've led. We believe that demonstrating your impact through real-life scenarios can set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team at Optima Partners.
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 is tailored to the Senior Consultant role. Highlight your experience in CRM and Next-Best-Action Decisioning, showcasing how your skills align with the job description. We want to see how you can make an impact!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer engagement and how your background makes you a perfect fit for our team. Keep it engaging and relevant to the role.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to drive results. Use metrics where possible to quantify your impact, as we love seeing how you've made a difference in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Optima Partners!
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 of specific examples where your strategies led to measurable outcomes.
✨Showcase Your Consulting Experience
Highlight your 4+ years of consulting or relevant in-house experience. Prepare to share stories that demonstrate your ability to advise clients on customer engagement strategies and how you've helped them progress from campaign-based to real-time engagement.
✨Communicate Clearly and Confidently
Practice simplifying complex concepts for a business audience. You might be asked to explain NBA logic or AI models, so ensure you can articulate these ideas clearly without getting bogged down in technical jargon.
✨Prepare for Collaborative Scenarios
Expect questions about teamwork and collaboration, especially with data and martech teams. Think of examples where you've successfully worked with others to ensure data readiness and channel integration for NBA initiatives.
