Customer Experience Manager

Digitas is a highly-caffeinated playground where brilliant minds come together to make bold, award-winning marketing. We use data-driven insights to guide our work, but we also believe in a healthy dose of spirited storytelling as we strive to transform the marketing landscape. Customer on-boarding, retention, loyalty and advocacy: these are just a few of the ways our team assist clients in engaging their customers and achieving greater results through the smart application of technology and data.

Customer Experience is important in scope and responsibility within Digitas bridging the typical Client Services role with technical delivery and customer lifecycle management.

As Customer Experience Manager, you will be key project or account team leader. You will be managing marketing automation needs, helping clients to understand how customer-centered technology builds business value and operational efficiencies. A Customer Experience person possesses deep expertise with marketing technologies and an operational methodology that allows us to match the client’s business requirements with the customer’s touchpoints. Sound like you?

Read on.

• Building trust-based client relationships and reacting to the dynamics of their business, by which you become their key advisor, in turn helping us to do great work together.
• Owning and overseeing your contribution to project deliverables – including collating results, writing case studies and sharing learnings with client/agency teams.
• A consultative approach to help clients and teams address the customer’s perspective, unpacking the customer journey into actionable scenarios, comms briefs and plans.
• Strong creative problem solving, both on a practical level in handling operational matters and a conceptual level in defining the campaign plan alongside strategy.
• Agility and urgency to identify test and learn opportunities and, with the help of marketing analysts, make the necessary adjustments to optimize in-flight performance.
• 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 / CRM tech trends, updates and new products and skills development needs.
• Fostering a knowledge sharing environment, enabling project teams and client end-users alike to embrace new technologies, data and touchpoints.
• Ability to templitize approaches to journey development.
• Ability to build journeys that translate into real business impact;
  Ability to create a process for implementation & quality assurance.
• Ability to recommend new products related to the function.
• Ability to productize new ways of using Marketing Automation tools.

• 5-7 years of experience in a relevant CRM or loyalty management.
• Prior agency or marketing services experience is essential.
• A proven track record of managing marketing operations, planning and executing projects including within a creative agency, marketing services business or management consultancy.
• Hands on knowledge of Campaign Management Systems and Enterprise Marketing technologies for delivering across customer touchpoints (e.g. email, push notifications, SMS, in-app) including knowledge of QA matters like opt-in rules and deliverability.
• Native in HTML, CSS, JAVA, APEX, AMPscript, SQL, etc.
• Building Reports and insights with an analytical mindset.
• Relevant certification and accreditation on any of the above, primarily with email marketing – experience of leading automation platforms, primarily Salesforce Marketing Cloud (Exact Target) or Marketo, Adobe Campaign, Oracle Responsys or SAS, SAP.
• Attention to detail, personal organization and project management abilities.
• Team collaboration with excellent relationship-building skills.
• Knowledge of team collaboration tools like JIRA or Confluence that can help to coordinate the campaign lifecycle is useful but not essential.