Job Openings Experience Strategy Director

About the job Experience Strategy Director

Ogilvy is looking for an Experience Strategy Director with a strong grounding in Customer Experience and CRM who knows how to leverage the value of data, content and technology to help our clients grow.

As a Experience Strategy Director you will play a pivotal role in developing innovative, data-driven, multi-dimensional strategies and tactics to improve customer and business outcomes within clients ecosystems. You will work on a broad range of projects to develop consumer experience, business, operating, and technology strategies, and will assume the role of the client’s trusted advisor from ideation to implementation.

Key Outputs

·         Problem identification and collaboration with the data and analytics, intelligence and UX teams on a variety of research and analysis tasks.
·         Defining cross-channel / cross-platform solutions.
·         Preparing journey mapping and audience profiling.
·         Developing CRO approaches and driving the implementation of test and learn agendas.

·         Leveraging performance metrics to inform future CX roadmap items and optimizations, and both identifying and pursing mutual growth opportunities for Ogilvy and our clients.

Key Responsibilities
  • Focusing on the core business KPIs, develop and implement CRM programs that align to key moments of need within the customers journey based on insights from analytics and behavioural analysis.
  • Deliver omni-channel campaigns across email, push notifications, web, mobile apps, social platforms, and other channels and devices, as relevant to the customer experience.
  • Partner with client to innovate meaningful member benefits, programs or feature improvements that differentiate the brand and delight customers.
  • Partner with client stakeholders (i.e. Customer Care team) to operationalize segment-specific strategies and develop cross-channel programs and initiatives that increase key performance indicators.
  • Play an proactive role in identifying tasks and work plans, preparing scopes or work, identifying and mitigating risk, and ensuring alignment between requirements and downstream deliverables.
  • Create business cases for new engagement opportunities, and get buy-in from key clients and stakeholders.

         Education and Experience

  • 3+ years CRM experience
  • 5+ years Digital Strategy Experience
  • Statistics or Data Analysis capability
  • SalesForce and Adobe Experience Management experience advantageous

    • Key Competencies

  • Self-starter
  • Goal driven
  • Proactive
  • Entrepreneurial spirit
  • Communication skills - verbal and written
  • Problem analysis and problem solving
  • Planning and organizingCritical thinking
  • Ability to work alone or as part of team in order to achieve deliverables
  • Strong attention to detail, accurate, and quality conscious