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Customer Experience Consultant

2 weeks ago

Sydney, Australia emarsys eMarketing Systems Full time

In this role you are a trusted Customer Experience Advisor for our largest and/or fastest moving retained customers across multiple consumer verticals. The role sits across new business sales (where you will be supporting in an Expert role), and Retained Services, where you will lead the planning and execution of cross-channel, 1 2 1 communication programs of work at scale and at pace.

Each of our customers are breaking new ground and so require leadership, partnership and best-in-class advice. The primary objective for the Strategic Services team therefore is to bridge the gap between our platform functionality and our customer’s operational capabilities. You will do this by defining client and vertical specific plans to uncover end-game, strategy and tactics over 12 - 36 months, then working in partnership with our clients to execute this plan.

**YOUR AREA OF RESPONSIBILITIES**
- Consultants will own and deliver our ‘Transform’ retained services packages which include discovery, planning and ongoing strategic support. Full training will be given on these tools and engagement models.
- You will be expert in delivering a mix of established consulting tools and methodologies alongside Emarsys owned Customer Experience mapping and Operational Assessment tools. These are central to understanding our customer’s current position and future goals and building business cases to support our retained consulting services.
- The main deliverables for the role are the in-depth customer workshops and the resulting 12 - 36 month plans and subsequent strategic support required to execute these plans.
- Operationally, the Consultant will work across pre-sales and service - in close collaboration with the Solutions, Sales and Professional Services teams. Within the Strategic Services team you will work very closely with the Customer Experience Specialists (consumer data focused consultants specialising in data-driven insight and marketing automation concept and design across multiple digital touchpoints) for retained customer work.

**YOUR PROFILE**
- Deep understanding of Customer Experience within B2C, and experience of Consumer Lifecycle Marketing frameworks.
- You will be rigorous, creative and business focused in your work, with natural ability to face senior customer groups across multiple consumer verticals and tailor your advice and insight accordingly.
- You are used to both providing the strategy and executing and refining it.
- You are a strong communicator, passionate, take a firm opinion and ownership of your actions
- Fluent verbal and written English.

**WHAT WE OFFER**
- New office in the centre of Sydney CBD - Market Street.
- Cosy open office plan with collaborative break out areas for team discussions and innovative planning.
- ANZ coverage and one of our fastest growing markets Globally.
- 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”
- “Central Location” and “Convenient to shopping and food”