Customer Engagement

Kensington, London, UK Req #733

09 May 2024

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software.

CACI's Marketing Solutions Division provides data, software and consulting services to improve our clients’ sales and marketing programmes.

We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas.

MSD helps clients shape the vision, define the strategy and deliver a truly integrated customer experience. Our services are based on in-depth understanding of individual consumer behaviour and marketing technology which influence the way consumers buy products and services through a combination of data, technology and consultancy.

CACI is recruiting for a Customer Experience Strategist within the Integrated Marketing Group (IMG) who 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.

Who we are

At CACI we do amazing things with data. We build some of the most highly regarded, innovative datasets in the market and our people are the best at analysing that data to provide insight to our clients. We are experts in all things consumer and location and bring together cutting-edge analytical techniques, creative thinking and diverse perspectives to drive growth for our clients. As part of the wider Marketing Solutions Division, you will be joining a 250 strong team working in over 50 markets globally.

Our people are what really make us different. We are a growing and dynamic group of analysts, data scientists and commercially savvy consultants. We are passionate, progressive, and unafraid of challenge; our mission is to use data-driven insight to make a commercial difference.

Integrated Marketing Group - Core Business Activities

The Integrated Marketing Group of CACI 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:

• Analytics and insight
• Marketing systems design, build and integration
• Provision of hosted customer management services

What you’ll be doing

We are looking for a seasoned and experienced Customer Experience Strategist to join our team of consultants. Reporting to the Director of Customer Experience.

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.

Key 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

Skills:

• 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 don’t 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 CACI a great team to be a part of.

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

The Integrated Marketing team’s goal is to be the biggest, and best, consultancy and campaign provider sharing top quality insights and campaigns using cutting edge 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. Unlike many organisations, promotions happen twice a year at CACI. This gives you more opportunity to progress. At CACI 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 doesn’t mean you are committed to it indefinitely. At CACI you have the freedom to carve your own career path.

At CACI we understand the value in building personal and professional relationships outside of your immediate teams. Whether you are joining us in your first job or you are an experienced hire there is a development programme for you that will allow you to network across the business and have the potential to influence business decisions.

NextGen

NextGen is our early years career programme which includes 6 soft skill training courses, the chance to get involved in one of 4 committees, lots of internal networking opportunities as well as socials. Anyone joining CACI in the first 2 years of their career will be enrolled onto NextGen and expected to participate.

The Consultant Network is for more experienced staff. It comprises a peer-to-peer network, to allow you to meet likeminded people from across the business, and gives you the opportunity to work on a range of extra-curricular projects that will directly impact the way MSD operates.

Participation in NextGen and Consultant Network is strongly advised. Like all development programmes, the more you contribute the more you will get out of it.

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 can’t always be in the office. This is why we embrace flexible working expecting people to come in 2-3 days per week.

Development

Your development is key and is a top priority for the team. We offer 3 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.

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.

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Successful candidates must have the right to work in the UK.