Customer Experience Strategy Consultant

4 weeks ago

London, United Kingdom Bodhi Full time

Job Title : Customer Experience Strategy Consultant
Hybrid working 2-3 days in the office per week
Salary Bracket: £60k - £80k plus 10% bonus and benefits
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.
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. Strategy & consulting
Consumer data
Provision of hosted customer management services
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 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 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.
Leadership and management responsibilities for one to two direct reports at mid-junior level
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.
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.
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.
Commercial management of a P&L, understanding income forecasting to resource planning and management of key business metrics such as utilisation/chargeability/recoverability
Innovation is hugely important to us, and we guarantee everybody in the business gets to spend 5% of their time innovating and training. 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.
We understand that your career progression is important to you. 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.
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.
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