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Customer Loyalty Strategy Lead
4 months ago
Merkle is a leading data-driven customer experience management (CXM) company that specialises in the delivery of unique, personalised customer experiences across platforms and devices. With a thirty-year heritage as a leading data and analytics consultancy, in 2016, Merkle became part of dentsu, one of the world's top five 5 media companies agency networks with 60,000+ employees across 146 countries.
dentsu leads the region in digital media trading. We generate more data, drive more audience engagement and track everything. We specialise in applications of technology that drive unmatched ROI for our clients. As a result, we take a laser focused view on the implementation and integration of technology across our digital business.
Job DescriptionWe are looking for an entrepreneurial agency or client-side loyalty strategist looking for the next step in their career to join our growing team of customer experience strategy specialists. You will be part of a diverse team dedicated to providing insight, analysis and strategic vision as well as activation of strategic planning across channels.
You will need experience in developing and delivering loyalty, reward, contact and content strategies, building cross-channel customer journeys and translating great actionable insights into creative briefs and business cases. You will have an innate interest in the data that underpins your strategies and must be naturally curious about new channels and loyalty trends to keep our client recommendations at the forefront of industry best practice. Your ability to tell a story that captures the imagination of the client will be as important as understanding the analysis that your strategy is based on.
Qualifications- Strong experience in client/agency side roles preferably with a focus on loyalty or retention programme design and optimisation
- Strong experience in customer journey planning – predominantly direct channels
- Confidence in working alongside our specialist teams to develop and present complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plans
- Strong foundational understanding of the use of data to both understand audiences and evaluate programme effectiveness, using this knowledge to plan future rewards, campaigns, content requirements and contact rules.
- The ability to write and deliver a compelling creative brief to the creative team and be able to objectively evaluate creative responses
- Experience defining and understanding customer audiences and needs based on behaviours, value, needs or socio demo criteria.
- Holistic understanding of how people engage with marketing and loyalty programmes and the cross-channel journeys they experience.
Dentsu is an equal opportunity employer. We do not discriminate based on sex, gender identity, race, colour, national origin, religion, sexual orientation, disabilities or any other protected basis because we believe the come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.
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