Senior CX

Company Description Welcome to Team One. Team One is Publicis Groupe's premium brand agency dedicated to helping brands build relationships of worth with a new generation of affluent customers. To understand them more deeply. Engage them more meaningfully. Target them more precisely. And influence the way they aspire to live. Team One has one office in Melbourne, Australia and six offices in the United States of America, including Los Angeles, Atlanta, Boise, Chicago, Dallas, and New York. Team One has one-of-a-kind insight into affluent consumers across the globe. We provide an ever-expanding body of knowledge to give brands, old and new, the tools to leverage their heritage and innovate for the future. Locally, the agency’s capabilities include brand and business strategy, CRM, website development, data science and analytics, experiential/lifestyle marketing, influencer and social media, design, and full-service multimedia production. Job Description We are looking for a motivated and experienced Senior CX & CRM Strategist to join our team for a 10-month parental leave coverage. You’ll be a key part of the Team One and Saatchi & Saatchi Strategy Team – the centre of strategy for the business. You’ll work with a diverse team and clients to uncover key challenges, then deliver a strategy with a focus on CX, CRM and digital strategy. You’ll have a passion for delivering excellent CX, CRM and Digital experiences and be able to partner with Senior clients, client services, data and creative teams to develop connected strategies with impact. You’ll lead the development and implementation of customer experience, digital and CRM initiatives to improve overall customer engagement, retention and loyalty. You’ll report to the Team One General Manager where you will drive collaboration on large projects, lead strategies/campaigns with excellent briefs, go-to- market plans, and journey flows. WHAT YOU’LL BE DOING DAY-TO-DAY: - Lead CX & CRM Strategy: Develop and implement initiatives that improve engagement, retention, and loyalty. - Map Customer Journeys: Identify gaps and design seamless experiences across email, SMS, web, and loyalty platforms. - Turn Data into Insights: Partner with Data Analysts to convert research and performance data into actionable strategies. - Create & Brief: Draft creative briefs and go-to-market plans that bring customer-centric ideas to life. - Collaborate: Work closely with clients, agency partners, and internal teams to ensure strategic alignment. - Drive Key Projects: Take ownership of client customer experience projects and high-impact initiatives. WHAT WE'RE LOOKING FOR: - Proven experience in CX, CRM strategy, and/or marketing, ideally within automotive or premium brands. - Strong skills in data ecosystems and analysis, A/B testing, journey mapping, communication planning, and segmentation development. - Ability to analyse customer feedback and research studies to inform strategy. - Excellent communication, presentation, and organisational skills—comfortable working independently and collaboratively. - Familiarity with Salesforce Marketing Cloud, Service Cloud, Interaction Studio, or Journey Builder is a bonus. WHY JOIN US? - Work on high-profile projects for a luxury brand where customer experience is everything. - Be part of a collaborative, creative team that values innovation and strategic thinking. - Enjoy autonomy while working closely with talented colleagues and agency partners. - Make a real impact on brand-defining initiatives launching this year. - A culture that values creativity, collaboration, and innovation. - Access to our Global AI Platform,Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network. - Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes - A culture of open feedback and support to reach your goals through our Career Conversations program. - A committed Diversity, Equality and Inclusion strategy driven through ourViva Women,Égalité,enABLEandEmbrace(reconciliation action plan) programs. - Work Your Worldprogram enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year. - Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits. - Access to counsellors, psychologists and professionals throughSonder- an all-in-on digital wellbeing technology platform designed to support psychological, medical & safety needs. #LI-JH2 If you don’t tick every box in this ad, please don’t rule yourself out. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity, rather than ticking boxes – so if this role resonates with you, please apply. Diversity. Inclusion. Equity. More than just words, these are part of our DNA. At Publicis Groupe we are committed to the inclusion and recognition of all people; regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate in. We value diversity and the skills, knowledge and experience that difference brings to our culture and solutions. Uniqueness is powerful; without it we wouldn’t be where we are today. So be you – we like it that way. We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitment@publicisgroupe.com - your personal information will be kept confidential. Additional Information Publicis Groupe benefits: Be a part of the Publicis Groupe family, recent winner of the Employer of Choice Awards and one of the world's most progressive and dynamic modern communications businesses. You can learn more about us at www.publicisgroupeanz.com. Enjoy all the perks that come with our network offering: - A comprehensive Wholeself program supporting physical, mindful, and financial wellbeing. - A creative, lively, and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach — "working your way with us." - Access to our Global AI Platform Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network. - Extensive Learning & Development opportunities including more than 15,000 learning programs via our online learning platform, Marcel Classes. - A culture of open feedback and support to reach your goals through our Career Conversations program. - A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, EmbRACE, and Écologique committees. - Leave benefits including Birthday Leave, Flexible Public Holidays, and an additional 5 days of leave after 2 years of service. - Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year. - Parental leave policy with up to 18 weeks based on tenure, paid primary carer leave, secondary carer swap, and Cub Care leave. - Access to counsellors, psychologists, and professionals through Sonder, an all-in-one digital wellbeing technology platform designed to support psychological, medical & safety needs. - A workplace that stands together to provide a more open, supportive, and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge: https://workingwithcancerpledge.com/ - Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation, and the Australian Disability Network. If you don't tick every box in this ad, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity rather than ticking boxes — so if this role resonates with you, please apply. Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture and solutions. Uniqueness is powerful; without it, we wouldn't be where we are today. So be you — we like it that way. We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitmentpublicisgroupe.com; your personal information will be kept confidential. #J-18808-Ljbffr