As a Customer Experience Consultant, you will play a pivotal role in driving value for our clients customers by advising on best-in-class customer experience strategies and omnichannel customer engagement solutions. You will work closely with key internal and external stakeholders, leveraging data insights and industry expertise to enhance customer engagement, retention, and business growth.
This role requires a deep understanding of customer journey optimization, marketing automation, and omnichannel engagement. The CX Consultant works closely with customers to understand their business goals, translating them into actionable strategies, and overseeing the deployment of impactful solutions. As a trusted advisor, the CX Consultant drives measurable outcomes, fosters collaboration across stakeholders, and ensures seamless project execution to achieve long-term client success.
Key Responsibilities
- Partner with customers to understand their business goals, challenges, and opportunities to design impactful customer experience strategies.
- Provide strategic insights, analytics and enablement.
- Support the clients in executing key tasks which involves designing complex consumer journeys, database segmentation, program building, persona marketing, consumer lifecycle analysis, and contact strategy.
- Deliver concepting and design of automations and subsequent reporting on performance on the impact of strategic initiatives, refining approaches based on data and feedback.
- Provide consultancy on customer engagement, personalization, and marketing automation based on best practices, data-driven insights, thought leadership contents and industry trends.
- Collaborate with internal teams (Service Sales, Customer Success, Services and Product) to ensure seamless execution of strategic initiatives and maximise platform adoption across the business and other potential products that the client leverages.
- Closely collaborate with a Digital Project Managers for retained customer work, and with Services Sales and/or Client Success Managers for ad-hoc requests.
- Leverage operational tools to ensure seamless and timely project delivery and value realisation.
- Provide project status updates and ensure visibility for assigned project managers and stakeholders.
Key Skills Required
- In-depth knowledge of Customer Lifecyle and Loyalty marketing frameworks, marketing process and strategies
- Hands-on experience in utilizing marketing automation technology and designing marketing engagement, e-commerce and digital transformation projects in the B2C environment (preferred ecommerce & retail)
- Relevant university degree or similar
- Minimum 5 years of working experience
- Agency or other client facing experience in managing various clients
- Embraces technology and change – Flexible working mindset and enjoys working in an evolving environment, driven by technology and change
- Good with data – data analysis skills, knowledge of BI and good command of reports.
What we offer
- A fast-growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘start-up’ mentality with the security (and resources) of an established multi-national
- The opportunity to contribute to a bespoke, complex and successful product focused on innovation
- Learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
- An inspiring and positive environment, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
- A commitment to hybrid, trust based working, with weekly on-site collaboration for a dedicate space to work, socialise, hold meetings and create solutions as a group (2 days a week onsite)
- Competitive salary plus additional performance related rewards
- 32 days' annual & Personal leave
- Flexible benefits plan
- Mobile phone allowance
- Christmas/Birthday Gifts
- Comprehensive benefits, private health care, subsidised gym membership, life cover and many more.
How to Apply
To apply online, please click on the appropriate link below.
