Senior Manager, Customer Experience
il y a 4 semaines
About the Role
Singulier is seeking a Senior Manager, Customer Experience to lead and contribute to CRM, loyalty, and CX consulting projects for due diligence, value creation, and transformation projects for our private equity customers and their companies.
Key Responsibilities
- Advise clients on Customer Experience (CX) & CRM strategy, scope, and deliver projects to implement them
- Define client's customer-centric strategies, objectives, and KPIs, organisation, and resources collaborating with our digital strategy consulting teams
- Design and deliver CX & CRM strategies and solutions: Develop and deliver comprehensive CX & CRM strategies that align to client marketing objectives and the projects to deliver them
- Lead client projects and streams in larger transformation projects to implement CX & CRM strategies from requirements to testing: Marketing programmes, marketing automations, and testing, loyalty programmes, customer service improvements, and relevant software and tools to enable them
- Deliver the redesign of CRM/marketing automation journeys: identifications of objectives, prioritisation of use cases, journey definition, template proposal, and running the first new customer marketing programs
- Run experiments to test hypotheses and bring analytical rigour to test the performance of marketing automation activities
- Participate in the assessment of the digital maturity of companies in investor due diligence projects, or as the first phase of strategic projects
- Lead wider marketing consulting projects where a major component is CX / CRM: Leading project streams and teams in media, marketing communications, and UX design, managing strategic consultants, experts, and suppliers required to deliver the project
- Collaborate with other Singulier practices to deliver your work and support theirs: Data Analytics practice to Interpret qual, quant, and metrics-based insights and conduct primary research, Product & IT practice to define technology strategy, requirements, and deliver solutions including tech RFI & RFPs. Graphite_ for the engineering of data platforms and solutions
- Advise clients at senior levels: Provide expert advice to clients, including private equity investors and their portfolio company management teams, on CX & CRM strategies, solutions, and marketing programs to support their business goals.
About Singulier
Singulier provides digital strategy and transformation support for private equity/investment funds and their portfolio companies. We collaborate with our clients to establish task forces that can perform strategic digital operations resulting in rapid and sustainable impact. Unlike other consulting firms, we don't end our work at the recommendation; we work closely with our clients to implement the prototype or pilot and support transformation to ensure that we are immediately providing tangible value.
We are working with leading investors and their portfolio companies. Some of our clients to date have included: KKR, Bain Capital, Advent International, CVC Capital Partners, EQT, and many more.
Requirements
- 7+ years' experience in CRM marketing consulting and or leading customer experience for a consumer brand including CRM & loyalty
- Experience in the related marketing fields of CRM, customer service, omnichannel services, data insights, and platforms, voice of the customer, retention, etc.
- Knowledge of CRM, CX, and marketing automation platforms and working knowledge of several of the major tech players in the industry
- Ability to balance the needs of business stakeholders with customer needs to create the best experience for both
- Can analyse, manipulate, and report on customer data with ease, as well as briefing analysts to conduct work and refining their outputs
- Strong project management organisation and prioritisation skills as well as rigour and autonomy
- Comfortable working in a fast-paced environment with quick delivery time and rapid data-driven decision making
- Can navigate ambiguous situations and apply analytical thinking to guide direction and direct teams
- Ability to work out the best trade-off between speed to market and performance to deliver the customer and business goals - we work with private equity-owned businesses so speed and done is often more critical than perfection
- Ability to communicate to all seniority levels, and able to produce presentation material rapidly to clearly convey strategies, analysis, and updates
- Ideally knowledge of both B2B and B2C industries and the different approaches to customer experience
- Fluency in English and French, German an additional advantage
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