CX & CRM Strategy Director - Agency in London

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 DoAct as a trusted advisor to senior clients, shaping CX and CRM vision, priorities and the business case for investmentLead discovery and diagnostics, combining customer research, behavioural insight, analytics and market benchmarkingPinpoint the biggest opportunities across customer journeys, channels, digital products, CRM and serviceDefine future-state experiences and lifecycle journeys, then turn them into prioritised, deliverable roadmapsIdentify the operating model, capability, data and technology changes needed to deliver, with clear ownership and success measuresSet CX and CRM KPIs and measurement frameworks alongside analytics teams, embedding a test-and-learn mindsetBring AI-enabled thinking into client work to create smarter, more personalised customer experiencesYou’ll Bring10+ years in CX strategy, CRM strategy or customer transformation consultingA track record of setting CX and CRM visions, journey strategies and roadmaps that landStrong knowledge of service design and journey management methodsBreadth across digital products, ecommerce, CRM and customer serviceStrong commercial acumen, linking customer outcomes to growth, loyalty and efficiency
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