About The Role
Smart and well respected by both direct clients and internal teams, the Senior Customer Experience Strategist leads day-to-day and longer term thinking on key accounts. They have a deep understanding of customer experience strategy across all digital environments, experiences and loyalty journeys.
They own the customer and user journey across the full marketing spectrum on behalf of clients, using research and data insights to drive marketing effectiveness. Comfortable with leading digital innovation for clients, they thrive on turning complex information into compelling stories and brilliant brand interactions.
Responsibilities
- Produce the highest quality solutions that deliver brand value and business growth for our clients.
- Define, explore and track interactions between a customer and the brand throughout the customer lifecycle.
- Optimize interactions using customer data and, as a result, foster loyalty for brands.
- Be the first point of call for clients and internal teams on day to day questions about customer experience,
interaction journeys and customer loyalty.
- Create a positive team environment and champion experience innovation by building commitment and support for innovative lead ideas.
- Support the Strategy Leadership in managing and developing the junior team.
- Deliver thought leadership in the area of CX and CRM planning.
Knowledge and Understanding
- A deep understanding of CX tools and analytics platforms.
- Solid skills in customer lead research and data mining research analysis.
- An intimate understanding of our clients’ business and brand strategy.
- Complete understanding and comfort with the AF product offering.
- Knowledge of AF strategic process and playbook.
- Up-to-date with technology innovation and emerging platforms.
- Experience using CRM, email marketing and marketing automation platforms
Competencies
- Turns complex customer information into compelling mapped journeys.
- Generate best-practice journey map