Customer Experience Consultant

3 weeks ago

Sydney, Australia emarsys eMarketing Systems Full time

**A Customer Experience Consultant is responsible for the the detailed scoping, ROI modelling, engaging enablement and effective implementation of the strategic 12-36-month **_digital marketing transformation_**consultancy projects to Emarsys new and existing customers.**

**YOUR AREA OF RESPONSIBILITIES**

**Business**:

- Independently own and deliver data driven ‘Transform’CX/Customer Journey roadmaps for Strategic & Production retained services packages which include discovery, planning and ongoing strategic & production support to new and existing clients
- Act as a consultant, Emarsys Strategy Expert Collaborate & with New Business teams and Service Consultants to present and position “Transform” retained services to prospective clients
- Conduct ROI modelling and persona mappingEnd to end delivery of strategic services, with a focus on lifecycle strategy, Emarsys technology adoption & customer experience.
- Deliver Loyalty and Strategic and MaxAi services package in collaboration with Project managers and production teams.
- Derive and present strategies, roadmaps and implementation plans for cross-channel customer-centric personalized communication programs for Emarsys clients
- Train and enable in-house marketing teams through sets of customized on-site enablement workshops and training sessions** Collaboration**:

- Collaborate closely with Customer Experience Specialists, Service Consultants, New Business team and Client Success Specialists on conception and implementation of marketing strategies for our customers
- Independently and effectively support and collaborate with the client’s in-house marketing, data and customer service departments** Project Management**
- Competently use and implement Emarsys’ Customer Experience mapping and Operational Assessment tools (use of additional consulting tools as necessary)
- Ensure visibility of project progression to allocated Project Manager** Quantitative**:

- Deliver allocated PS Committed Monthly reoccurring revenue (CMRR)Professional services bookings
- Retention of both Professional Services and existing clients service packagesand Technology MRR** Qualitative**:

- Respected SME and trusted advisor on CRM transformation strategy design and execution
- Drive adoption of our platform capabilities in line with the project delivery
- Tangible and lasting impact of the implemented programs** YOUR PROFILE**
- Hands-on experience in designing and implementing CRM, e-commerce and digital transformation projects in the B2C environment (preferred e-commerce & retail)
- Hands on experience in delivery strategic services projects in APAC and in driving customer experience - retention marketing focused
- Strong awareness of ROI modelling and business case presentation
- In-depth knowledge of Consumer Lifecycle Marketing frameworks, Marketing processes and strategies
- Exceptional presentational skills - ability to present to and engage a variety of stakeholders
- Ability to fully understand the client’s business needs and synthesize requirements into actionable marketing strategies and processes
- Effective coordination of internal and external resources
- Resilience under pressure when working with a variety of stakeholders/ decision-makersUniversity degree or above
- 4-5 years of working experience for Customer Engagement/Marketing Cloud solutions, digital marketingagency / consultancy
- Agency experience in managing large clients: luxury retail, Fashion, Beauty, MNC or hospitality industry is preferred
- Embraces technology and change - Flexible working mindset and enjoys working in an evolving environment, driven by technology and change
- Tech Savvy
- Able to work independently and self-motivated individual
- Highly responsible, Proactive and positive mindset is a must
- Excellent team player and ability to instill positive inspiration in teams
- Advanced Excel skills, Microsoft Office
- Good with data - data analysis skills, knowledge of BI and good command of reports
- Fluent English. Mandarin/Cantonese preferred and is an advantage

**WHAT WE OFFER**
- High growth industry and with some of the most innovative products in Marketing Technology
- **DIRECT FROM OUR STAFF**:

- “Tight and friendly local team where employees feel they are truly working together.”
- “Awesome teammates” and “Great working environment”
- At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality._

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