We’re looking for a talented Senior Strategist with a solid background in CRM to take a much-loved tech brand on its journey to be the UK’s most consumer centric brand. You’ll be working with brand, data, CX and Paid Media teams to define the brand’s most important customer communications. You will help drive the brand vision while instilling best practice approaches and rigour to all creative comms across CRM and digital touch-points.

Role overview:

• Provides strategic leadership across a leading tech brand’s customer engagement scope in the UK
• Drives a culture of customer centricity, connecting the work Publicis Groupe do for the brand across CRM, ATL and Social, building it all around the customer
• Requires someone with expertise and collaboration skills and who’s got their finger on the pulse of the latest customer marketing developments in order to advise our clients on new opportunities to test, learn and create a step change in their activity
• This is a dynamic fast paced environment that requires someone that is comfortable with both strategic thinking and is able to pick up and deliver strategic projects alongside the team

Key responsibilities:

• Leading customer strategy across a leading, evolving tech brand’s CRM initiatives to create connected, coherent and memorable customer experiences, setting the brand’s customer vision and how we can deliver on it
• Building a customer engagement strategy across all lifecycle comms (from welcome to re-contracting), and building detailed approach to segmentation, messaging frameworks, contact strategies
• Helping to cultivate a culture of customer-centricity for the client, by embedding a customer-first and test and learn mindset across the divisions
• Collaborating with a variety of client functions, across data, tech, implementation squads
• Working closely with data lead & other disciplines to ensure customer comms are part of a connected experience and informing data capture/enrichment strategies required to deliver more relevant communications
• Briefing agency creative teams to develop new moments of magic in customer lifecycle journeys, and working closely with the client’s internal studio to develop variants of assets
• Taking a wide view on customer engagement strategy, including how customer activities should be built into (or even lead) wider communication strategy, delivering planning excellence in areas where customer marketing blurs boundaries or necessitates new approaches
• Managing and inspiring a team of more junior strategists, helping them grow by developing their strategic skills

Qualifications

• CRM specialist with deep experience of working alongside data teams, 6+ years
• Customer engagement strategy specialist, with exposure to brand communications and customer experience
• Hands on thinker, who can connect the detail to the bigger picture
• Able to listen, gather knowledge, opinion and expertise from a variety of sources
• Able to work fast and use flexible thinking, and work in a dynamic environment
• Willing to muck-in and deliver work at pace within a complex agency group
• Resilient in the face of a demanding client, and complex inter-agency team
• Able to collaborate effectively with colleagues, partners, clients

Additional Information

Publicis Groupe operates a hybrid working pattern with employees being office-based on Mondays and two other days during the working week.

If you have any adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with the recruiter who contacts you.

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