Business Director - Customer Experience
منذ 5 يوم


  • Building trust-based client relationships and reacting to the dynamics of their business, by which you become their trusted advisor, in turn helping us to do great work together.
  • Championing the Connected CX offering, as well positioning it correctly in the bigger picture of connected digital marketing and media, not as a narrow or siloed definition.
  • Digital transformation is key to driving a successful CX programme.

  • Owning and overseeing your contribution to project deliverables including collating results, writing case studies and sharing learnings with client / agency teams in the form of ad hoc sessions and QBRs
  • Managing talent, ensuring engagement of diverse skill sets to drive learning, transformation and successful operations
  • Developing scopes of work and managing project deliverables per the agreed timeline and SOW. Managing cost estimates, billing and change requests or scope addendums.
  • Strong creative problem solving, both on a practical level in handling operational matters and a conceptual level in defining the campaign plan alongside strategy.
  • A backbone of technical knowledge with systems and Marketing Automation tools required to execute scheduled, seasonal and trigger-based campaigns.
  • Familiarity with the digital marketing environment and keeping abreast of important marketing / CX tech trends, updates and new products and skills development needs

  • 10-12 years of experience in a relevant CX, loyalty or digital roles. Prior agency or marketing services experience is essential.
  • A proven track record of managing clients, planning and executing projects including within a digital transformation agency, marketing services business or management consultancy.
  • Strong ability to explain leading connected marketing solutions and CX platforms - Enterprise Marketing Software Suites, Customer Success Platforms, CX Suites, Content Management Systems, CRMs, Customer Data Platforms
  • Relevant experience and accreditation with above platforms is advantageous, primarily, Salesforce / Adobe (namely : Salescloud, Service Cloud & Marketing Cloud / Campaign ) along with CMS Solutions such as (Adobe Experience Manager, Drupal & Sitecore).
  • Due consideration given to accreditation with vendors including Salesforce, Adobe & Oracle.

  • Working knowledge of analytics platforms such as (Google Analytics, Adobe Analytics, Kochava, Adjust, Appsflyer)
  • Deep Understanding of identity based marketing across digital channels
  • Ability to craft world class CX Strategies, run discovery workshops and organize operationalizing accounts
  • Through grasp of customer journeys mapping bringing together capabilities and stakeholder management with a mind-set of people, process & tools through creation of things such as ( Standard Operating Procedure Creation, Process mapping, Data Mapping & Understanding, Digital Media Channel Knowledge, Digital Owned Assets Management )
  • Attention to detail, personal organization and project management abilities.
  • Team Management with excellent relationship-building and communication skills.
  • Ability to organize and build out team ways of working & process documents to be implemented
  • Ability to build out account servicing standards (RACIs, SLAs, Detailed Scope binding).
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