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
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CX & CRM Strategy Director - Agency employer: Salt
As a UX Designer at our global investment management firm in London, you'll be part of a dynamic and innovative team that values creativity and collaboration. We offer a hybrid work environment, competitive salary, and comprehensive benefits, alongside ample opportunities for professional growth in the rapidly evolving field of digital marketing and AI. Join us to shape engaging user experiences while working on cutting-edge projects that blend classic UX design with emerging technologies.
