Customer Strategy Director
- London
- Permanent
- Full-time
BX’s end-to-end expertise spans three key areas:Business Strategy – Defining where to play and how to win. Identifying new paths to growth, pivoting business models and driving customer led innovation to create competitive advantage. Change & Transformation – Designing and executing future-ready operating models and change strategies. Customer Strategy – Designing end-to-end strategies that align customer needs with business goals to drive value, loyalty, and growth.As a Director, Customer Strategy, you will lead client engagements focused on unlocking growth and enhancing customer experience. You will be part of a diverse team dedicated to providing insight, analysis and strategic vision as well as activation planning. You will help businesses develop strategies for growth with a particular focus on customer engagement and loyalty strategies.You have a strong foundational grasp of both business and marketing strategy, with the ability to navigate from customer and commercial insight through to creative brief. You’re comfortable applying structured problem solving and storytelling to ambiguous challenges, and you’re energised by working across disciplines.You’ll serve as a strategic advisor to mid/senior level clients, developing insight-driven recommendations that align customer strategy with broader business goals. Your role will span end-to-end delivery, from leading discovery and ideation to activating through omnichannel marketing strategies and customer programs. In addition, you will contribute to our sales pipeline, work with teams to further develop and refine out service set and IP and play an active role in people development.ResponsibilitiesLead/own programmes of work with a focus on Customer Strategy, Customer Value Proposition, CRM Strategy, and Loyalty StrategyDevelop and manage key client relationships, ensuring high-quality project delivery (target 65% utilisation)Play and active role in strategic new business pitches and initiativesDrive innovation and contribute to developing new strategic service offeringsMentor and coach junior team members to enhance team capabilities and performanceManaging the financial and budgetary aspects of your clients and programmes of work, being accountable to practice leadershipKeep abreast of innovations in your area(s) of expertise, and actively contribute to the knowledge baseAct as a role model; and be regularly sought out after for views by peers and the wider teamContribute to a positive, diverse working environment that fosters-high quality output and coaching others on the value of collaborative workingWhat you bring6-8 years of customer strategy and/or strategic planning at a leading integrated agency or strategy houseCan do attitude and ability to work effectively in a matrix organisation structure with significant emphasis on collaboration, influence and persuasion, rather than relying entirely on command and controlProven experience in presenting complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plansExperience of using data to quantify and prioritise opportunities to drive growthStrong experience of evaluating and optimising marketing effectivenessExperience defining and understanding customer audiences based on behaviours, value, needs or socio demo criteriaAbility to translate a great audience insight into a compelling customer experience and creative briefStrong experience in building customer loyalty and designing personalised customer journeys across the lifecycleHolistic understanding of how people interact across platforms and the cross-channel journey they makeAbility to build relationships with key stakeholders as a trusted advisorStrong presentation skills and an ability to bring out the “so what”Experience managing and developing a team of more junior consultantA few of the benefitsYou'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New YearsYou'll have a hybrid working schedule, with flexible start/end hoursInclusion and DiversityAt Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities.We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic. Beyond recruitment, we strive to create an environment where everyone feels respected, supported, and empowered to bring their authentic selves to work.We recognize the importance of work-life balance and are open to discussing flexible working arrangements for all roles. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at , quoting the reference number of the role that you are applying for. Your needs will be handled with respect and confidentiality to ensure an inclusive and accessible experience.#LI-GHLocation: LondonBrand: MerkleTime Type: Full timeContract Type: Permanent