Customer Experience

• Do you have leading strategic and execution experience in customer experience, loyalty, CRM and insights?  

• Do you want to work with senior executives and investors leading strategic marketing and transformation projects, making lasting change to their business? 

• Are you looking for a dynamic entrepreneurial environment where you can grow quickly?  

• Do you want to work with smart, agile and dedicated people?  

If so, this is the opportunity for you

Singulier is looking for 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 

Who We Are 

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.   

 
Our diverse team of approximately 80 professionals based in London, Paris & Munich includes consultants from both operational and strategy backgrounds (including data engineers, digital media experts, and UX experts).    Our members are graduates of the best business and engineering schools and possess extensive experience in the field.  Founded in 2017, we have grown rapidly and are currently building our new team in Germany.  
 

Location: Paris or London, at least 2 days per week in office.  Some projects may require more in-person presence.  

1) Advise clients on Customer Experience (CX) & CRM strategy, scope and deliver projects to implement them 

• Define our 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.  

2) Support the development and promotion of the Marketing Practice in CRM & CX 

• Collaborate on business development: Work with partners on business development activities, including creating proposals, pitching solutions, and developing new client relationships.  

• Define and continuously improve our CRM & CX offer, including pitch deck, methodology, and relevant marketing materials.  

• Identity and maintain a set of industry best practices and benchmarks for CRM & CX that can be leveraged to inform maturity and performance improvement opportunities of companies 

• Collaborate with our internal marketing team to build awareness of our CRM & CX capability: Establish yourself as a leading expert building a strong personal brand and increasing awareness through Singulier marketing channels and network (LinkedIn, website, outbound campaigns)  

• Promote the marketing practice at relevant events and networking opportunities: Focused on digital, marketing and private equity, to enhance our awareness and reputation.  

• Share knowledge on CRM & CX market trends and projects: Regularly share insights to keep our teams and clients informed and aligned with market developments.  

• Identify and introduce CRM & CX innovations: Continuously scan for the latest marketing technology advancements and introduce them to the marketing practice and wider organization to ensure we stay at the forefront of the industry. 

• Lead the upskilling of other consultants in CX & CRM by running internal training and project coaching to enable other projects and to scale your projects 

• Maintain and grow our network of external consultants and service providers specialized in CX & CRM to ensure capacity for current and upcoming projects 

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 organization 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