Customer Experience Strategy Consultant

Job Title: Customer Experience Strategy Consultant

Division: Integrated Marketing Group

Location: London

Hybrid working 2-3 days in the office per week

Salary Bracket: £60k - £80k plus 10% bonus and benefits

About the job

Who we are.

A Leading Data, Marketing Technology and Customer Experience Consultancy. We support our clients with first class service, unrivalled domain expertise, innovative propositions, and leading-edge technological solutions.

Integrated Marketing Group - Core Business Activities

The Integrated Marketing Group leads the way in customer management by helping clients acquire, develop, and retain customers through effective customer strategy planning, optimising marketing campaigns and customer insight. Our work is underpinned by high quality consumer and market data and leading-edge technology. Our core business activities are detailed below:

Strategy & consulting

Consumer data

Analytics and insight

Marketing systems design, build and integration.

Provision of hosted customer management services

Multi-channel campaign execution

How We Work

Our policy is to recruit, develop and retain the absolute best staff and empower them to provide outstandingly high-quality work for our clients. We operate in a fast-moving marketplace and believe certain fundamental values set our people apart.

We believe in best quality service and delivering outstanding value to our clients.

We take pride in our work and in being flexible, innovative, resourceful, and distinctive.

We ensure that anyone we deal with (client, supplier, or colleague) is treated with courtesy and respect.

We take responsibility for our actions and always act with honesty and integrity.

What you will be doing

About the job:

We are looking for a seasoned and experienced Customer Experience Specialist to join our team of consultants. Reporting to the Director of Customer Experience, you will be pivotal in defining and leading the direction of the Customer Experience consulting team and driving the growth of our offering in Customer Experience Transformation.

This will include developing and shaping our offering and ensuring we deliver best-in-class, data-driven transformation that drive client’s business performance.

Our strategy team helps clients reach their performance targets by offering a full range of services – from customer experience mapping, communications strategy, operating models, and transformation programmes.

Expertise in areas such as Customer experience, customer engagement, comms strategy and campaign planning allow us to have broad, impactful conversations that paint a clear roadmap for change. You must have strong omni-channel experience and a solid understanding of data-driven customer marketing.

The successful candidate will have a positive can-do attitude, be an inspiring and driven leader, confident and articulate with clients, and keen to lead a high performing team to growth.

Responsibilities:

Leadership and management responsibilities for one to two direct reports at mid-junior level

Driver for the growth of the team, promoting our proposition with internal teams and clients, taking an active role in presales.

Effective planning of the activities of the teams against core projects, ensuring we meet the commercial targets of chargeability and usability, whilst delivering efficiently and effectively for our clients

Mentorship and leadership to junior team members, providing support, direction, and oversight/guidance on project work to meet our ambitious standards for delivery.

Work with our clients and other business units for the delivery and execution of strategic consulting projects, this could encompass customer experience planning, business transformation projects, customer journey development or CRM strategies.

Lead the operationalising of core projects, shaping the approach and process alongside other Business leads to ensure we deliver effectively and efficiently from the outset, including costing/scoping and writing compelling, commercial, accurate scopes of work.

Work with the Sales team to grow existing client accounts, bring in new clients, and win RFPs (proposal development, pitching, approving SOWs)

Future-proof our services by developing propositions that meet client needs and provide growth areas for the business.

Be ahead of industry innovations and trends; ensuring the teams are well informed of relevant advances, and clients are provided with innovative ideas that add value to their business.

Minimum skills and experience:

Ability to interrogate a client brief, understand the strategic challenge, consider integrated solutions, and create compelling approaches to client problems that deliver tangible value.

Deep knowledge and experience in the definition and delivery of data-driven customer strategies with demonstrable ability to extract insights from customer and behavioral data to inform marketing strategy and develop value cases.

Understanding the core components of business transformation across people, process, data, and technology and how organisations are tackling these challenges.

Experienced in building relationships with senior clients and influencing at a senior level.

Ability to influence effectively cross-functionally, bring teams together and the ability to work across multiple projects and clients simultaneously in a dynamic environment.

An understanding of martech landscape, emerging technologies and how this is shaping marketing strategy and activation.

Preferred skills and experience:

Solid sector experience that could include retail, financial services, betting and gaming, or Food & Beverage

Have led or been part of a significant scale business transformation programme with a large scale, complex organisation, such as operating model redesign, customer engagement strategy development and/or technology implementation.

Experience creating or improving operational processes across teams.

Able to lead new business pitch process including defining response, galvanizing teams, ensuring delivery.

Commercial management of a P&L, understanding income forecasting to resource planning and management of key business metrics such as utilisation/chargeability/recoverability

What we can offer you

We do not settle for people that can just do the job, we look for people that are constantly trying to push the boundaries and improve what we do. This is what makes us a wonderful team to be a part of.

Innovation is hugely important to us, and we guarantee everybody in the business gets to spend 5% of their time innovating and training. If you are an innovative thinker and like to challenge the norm, producing new ways of doing things, then you will be surrounded by likeminded people.

The Integrated Marketing team’s goal is to be the biggest, and best, consultancy and campaign provider sharing top quality insights and campaigns using innovative technology. As a member of our team, you will be key to helping us achieve this goal.

Progression

We understand that your career progression is important to you. Here our people get promoted on merit when they are ready. This means that your career is completely in your own hands and there is never a ceiling for your progress.

Everyone’s career path is different. We welcome people exploring different areas and trying out new skillsets. Just because you start off down one path does not mean you are committed to it indefinitely. Here you have the freedom to carve your own career path.

Flexibility

The key to our success is our teamwork and collaboration and that tends to work best when we are all in the office working together. That said, we fully appreciate that everyone leads busy lives, and we cannot always be in the office. This is why we embrace flexible working. Our preference for this role is to be at our office or a client’s office, three days a week, with two days working from home.

Development

Your development is key and is a top priority for the team. We offer three types of training: externally run consulting courses, externally run bespoke courses and internal courses. Everyone has different training requirements which means everyone has their own training plan. A bespoke training plan will be created for you when you join.

Benefits

We have a range of benefits on offer to support you. We have a comprehensive list of schemes ranging from pension plans to health and wellness policies, in addition you can opt into a selection of flexible benefits to meet your personal needs.