Customer Experience Manager
Il y a 2 mois
We are seeking a highly experienced 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
- 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
We are looking for a highly experienced professional with a strong background in CRM marketing consulting and leading customer experience for a consumer brand including CRM & loyalty. You should have experience in the related marketing fields of CRM, customer service, omnichannel services, data insights and platforms, voice of the customer, retention etc, and knowledge of CRM, CX and marketing automation platforms and working knowledge of several of the major tech players in the industry.
You should be able to balance the needs of business stakeholders with customer needs to create the best experience for both, and have strong project management organisation and prioritisation skills as well as rigour and autonomy. You should be comfortable working in a fast-paced environment with quick delivery time and rapid data driven decision making, and be able to navigate ambiguous situations and apply analytical thinking to guide direction and direct teams.
You should also be able to communicate to all seniority levels, and able to produce presentation material rapidly to clearly convey strategies, analysis and updates. Ideally, you should have 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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