CX and CRM Strategist

at  VML

WHO WE ARE:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

• Produce high quality strategies that deliver customer engagement that amplifies brand value and business growth for our clients.
• Define, explore and track interactions between a customer and the brand throughout the customer lifecycle.
• Optimize interactions using customer data and, as a result, foster loyalty for brands.
• Be the first point of call for clients and internal teams on day-to-day questions about customer experience, interaction journeys and customer loyalty.
• Be part of high performance and positive team environment and champion experience innovation by building commitment and support for innovative lead ideas.
• Support the Content Strategy Leadership
• Deliver thought leadership in the area of CX and CRM planning.
• Turns complex customer information into compelling mapped journeys.
• Generate best-practice journey maps, user flows and interaction models.
• Plan and develop loyalty/entrenchment/adoption journeys across all touchpoints including email, social and web
• Add value to the design, rapid innovation and prototyping of concepts for clients.
• Review the standard of CX design work, to ensure that only work meeting the highest levels of quality is presented to clients.
• Ability to sensitively provide feedback to give clear direction, provide additional stimulus and thought starters to creative teams.
• Works to keep the creative / design team motivated and excited about the work.
• Has a detailed understanding of marketing effectiveness and best-practice measurement and benchmarking.
• Analyzes data sources to improve brand journeys and loyalty programs.
• Plays the lead role in ensuring our clients optimize their use of digital CX channels to grow their businesses and brands.
• Create and give presentations which are logical, coherent, concise and jargon-free, supported by robust insights and data.
• Verbal communication skills; persuasively getting your point across in a clear, concise and ego-free manner.
• Lead and build great working relationships with clients.
• Think proactively about things that can help strengthen the relationship above and beyond the day to day.
• Great working relationships with all internal departments.
• Encourage and lead collaboration particularly with Creative, Design, Content and Account teams.