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Strategic Customer Experience Manager
3 weeks ago
The Customer Relationship Strategist will oversee the development and execution of customer relationship management initiatives to drive engagement, retention, and lifetime value.
- Develop and implement lifecycle marketing journeys, from welcome and onboarding sequences to re-engagement campaigns.
- Partner with key stakeholders to evolve program benefits, promotions, and engagement strategies.
- Ensure compliance with privacy regulations, safeguarding the brand through best-practice data governance.
Customer Journey Development & Campaign Optimisation
- Map and maintain a holistic contact strategy, identifying key lifecycle moments to deliver a best-in-class customer experience.
- Build campaign frameworks and content journeys that deepen customer relationships and drive purchasing behaviour.
- Manage end-to-end campaign delivery—briefing creative, building, scheduling, testing, deploying, and reporting—ensuring alignment with business objectives.
Data & Insights:
- Leverage the Customer Data Platform (CDP) to build, manage, and refine audience segments for targeted and personalised campaigns.
- Implement A/B testing and other optimisation methods to refine targeting and messaging.
- Monitor campaign and loyalty program KPIs, producing regular reports with actionable insights to improve performance.
Collaboration & Process Optimisation:
- Partner with martech, marketing, and data teams to enhance CRM capabilities, automation, and integration.
- Define requirements and brief IT and martech teams on new tracking, features, and enhancements to our CDP and CRM platforms to strengthen capabilities and deliver advanced personalisation.
