Director of Customer Strategy

Feb 01, 2021
Job Listing Manager
WHO WE ARE

We’re an award-winning customer strategy and science consultancy doing exciting work with big brands like Southwest Airlines, PetSmart, and Nestlé. Our clients look to us to provide data-driven insight and strategy, enabling them to improve engagement and experience for their customers and employees. Our team of technologists (Geeks), data scientists (Nerds), and strategists (Suits) helps transform our clients’ businesses into more customer-obsessed and engaging brands.

We also take our culture very seriously and have the best-places-to-work hardware from Inc. and AdAge to prove it. We’re looking for a teammate, not just a coworker. If you’re a lifelong learner, enjoy a flexible travel schedule, and are down for whitewater rafting in Santa Fe, keep reading.

WHO YOU ARE

You’ve had a senior consulting role with experience in omni-channel engagement, marketing strategy, loyalty, product management, customer experience, customer insight, or customer relationship marketing. You are passionate about driving action that makes meaningful change that contributes to bottom line results. Beyond your title:

  • You are a natural problem solver who loves the thrill of tackling complex problems
  • You’re passionate about understanding customers and their relationships with a brand
  • You enjoy having variety in your day-to-day work
  • You have a proven ability to work with cross-functional teams
  • You are comfortable with ambiguity, and have the ability to drive toward clarity
  • You have a strength in consulting with senior levels of an organization
  • You love to use data to make strategic decisions
  • You know the value of teams (internal and external) and excel in team environments
  • You’re curious and open to new ideas
  • You thrive in a fast-paced environment and embrace change
WHAT YOU’LL BE DOING

As the Director of Customer Strategy, you will help our clients generate business value from customer data and marketing technology. Specific projects might include:

  • Assessing our clients’ omni-channel marketing and engagement strategies, and providing strategic recommendations for improving customer experiences and engagement, including physical and digital channels and approaches to personalization, promotions, and loyalty programs
  • Identifying the right marketing technology partners to support client’s business strategies, and helping to create plans to effectively onboard new vendors and ensure effective integration and rollouts
  • Translating business and customer objectives into omni-channel marketing and communications strategic plans
  • Partnering with our data science team to identify implications of their analyses and provide strategic recommendations based on those findings
  • Teaching and helping our clients build a test and learn capability, from war room design and agile testing frameworks to scaling and insight application
  • Mapping the customer and employee journey and spearheading lifecycle management to improve the customer or employee experience
  • Working with a cross functional team comprising of members across Online, Store Operations, Creative, Visual Merchandising, Information Technology, and Finance to drive alignment and execution of omni-channel test and experience plans
TECHNICAL SKILLS
  • At least 7 years of experience in a consulting and/or marketing-related field, including a leadership (ideally Director-level or equivalent) role
  • A proven track record of driving business value through the use of insight
  • A solid understanding of the omni-channel experience, including knowledge of how individual marketing channels should be leveraged to drive the overall experience
  • Direct experience with planning or executing marketing programs, including digital marketing, direct marketing, CRM, omni-channel marketing, communications/PR, or loyalty
  • A strong understanding of customer insight and experience in working directly with customer insight teams
CONSULTING SKILLS
  • Client-facing or internal consulting experience with a history of building strong client relationships
  • Comfort in translating business insight into marketing or experience plans
  • Ability to maintain clarity and drive focus in client situations
  • Excellent written and verbal communication skills, including the ability to craft a compelling story to motivate and align stakeholders
  • Working knowledge of qualitative and quantitative research techniques
  • Working knowledge of the marketing technology landscape
  • Proven experience in leading cross-functional initiatives and teams
EXTRA CREDIT
  • Experience with marketing attribution or media mix optimization
  • Marketing analytics, marketing execution, and customer analytics
  • Brand management or brand strategy development
  • Designing and analyzing research
  • B2C or B2B2C consulting or agency experience

If this sounds like you, then drop us a line or submit your application below—we’re excited to meet you!

ABOUT ELICIT

Elicit is a leading customer science and strategy consultancy that helps clients uncover latent insights about their customers, and apply those insights to business, marketing, product, loyalty, brand, and customer experience strategy. With a portfolio of Fortune 500 clients that include Southwest Airlines, HomeAway, Fossil, GameStop, Sephora, BevMo!, and Pier 1 Imports, Elicit delivers breakthrough customer intelligence and business strategies that result in stronger customer engagement and increased profits.

We want self-motivated candidates who will thrive in an entrepreneurial environment, combining their deep analytical skills and an innate curiosity about discovering patterns in customer data with a focused commitment to client success and a strong team ethic. In return, we offer successful candidates a dynamic and intellectually stimulating work environment with an opportunity to make an immediate impact in a young, growing consultancy, solving interesting and challenging problems for Fortune 250 clients.

 

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