Senior CX

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.

The Role:

We are looking for a motivated and experienced
Senior CX & CRM Strategist
to join our team for a 10-month parental leave coverage, based in Melbourne.

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 other high-impact initiatives.

The person we're looking for has:

• Proven experience in
  CX, CRM strategy, 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 our Viva Women, Égalité, enABLE and Embrace (reconciliation action plan) programs.
• 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 paid primary carer leave and generous secondary carer benefits.
• Access to counsellors, psychologists and professionals through Sonder - an all-in-on digital wellbeing technology platform designed to support psychological, medical & safety needs.

What else?

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

- your personal information will be kept confidential.