CX Strategy Director - £85,000 - £100,000 / London / Hybrid
A leading international digital agency is hiring a CX & CRM Strategy Director to shape customer experience and CRM for major brands. You'll define where client experiences need to go, then map out the changes across people, process, data and technology to get there. A senior, client-facing role with a real hand in growing the agency's CX and CRM offer.
What You'll Do
- Act as a trusted advisor to senior clients, shaping CX and CRM vision, priorities and the business case for investment
- Lead discovery and diagnostics, combining customer research, behavioural insight, analytics and market benchmarking
- Pinpoint the biggest opportunities across customer journeys, channels, digital products, CRM and service
- Define future-state experiences and lifecycle journeys, then turn them into prioritised, deliverable roadmaps
- Identify the operating model, capability, data and technology changes needed to deliver, with clear ownership and success measures
- Set CX and CRM KPIs and measurement frameworks alongside analytics teams, embedding a test-and-learn mindset
- Bring AI-enabled thinking into client work to create smarter, more personalised customer experiences
You’ll Bring
- 10+ years in CX strategy, CRM strategy or customer transformation consulting
- A track record of setting CX and CRM visions, journey strategies and roadmaps that land
- Strong knowledge of service design and journey management methods
- Breadth across digital products, ecommerce, CRM and customer service
- Strong commercial acumen, linking customer outcomes to growth, loyalty and efficiency
Rates depend on experience and client requirements
CX Strategy Director - Agency in City of London employer: Salt Search
Join a dynamic and innovative cyber security company that prioritises employee growth and development, offering a collaborative remote work environment with occasional office travel. As the Head of PMO, you'll enjoy the autonomy to shape project delivery processes while working closely with senior leadership and high-profile clients, ensuring meaningful contributions to critical infrastructure protection. With a strong focus on work-life balance and a culture that values initiative and creativity, this role presents an exceptional opportunity for those looking to make a significant impact in a fast-paced industry.
