Customer Engagement Senior Client Lead

dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers. 

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.

We’re looking for Customer Engagement Senior Client Lead who can connect and improve every interaction that a client can have with their customers through customer data science and insight. The Customer Engagement capability covers a broad range of services including designing and delivering the end-end customer experience, multi-channel communications and digital media strategy, customer experience innovation and loyalty proposition development

Our client relies on us to provide the best CRM and loyalty solutions, to retain and grow their best customers. This role ensures that a state-of-the-art CRM strategy is implemented across all channels, seamlessly coordinated, measured, and enhanced for and with the client, allowing us to deliver measurable value for our client. This role also plays a key role in bringing global best practice and trends to the client, as well as in assisting their manager on strategic projects

What Would You Do

• Analyze customer behavior to identify risks and opportunities
• Gather and interpret internal and external benchmarks to understand available solutions in the market and
• around the world
• Support the development of a CRM strategy for the client, combining their brand positioning, customer
• behavior and specific objectives
• Put strategy into action with clearly defined processes and implementation plans, both internally and for
• the client 
• Liaise with the client’s different departments to specify how the action plan will happen: IT, CRM,
• marketing, commercial, operations, promotions, analytics etc.
• Use project management skills to ensure the smooth running of the delivery to the client 
• Analyze results and recommend improvements – both operational and strategic
• Build and maintain strong working relationships internally and with the client 
• Use Customer Engagement tools to drive insightful recommendations for assigned client(s) and present
• those recommendations to the client
• Work with the Customer Engagement Client Manager on strategic projects as needed and provide
• support to new business development for Customer Engagement

What We Expect From You

• Strong client and stakeholder management experience
• Excellent communication and ability to influence and mobilise teams
• Highly organised with solid project management and presentation skills
• Ability to use data and insights to shape customer strategy
• Skilled in defining and managing workplans for a dedicated area
• Proven experience adapting plan based on insights or learnings
• Experience in CRM strategy development and planning
• Experience in retail, FMCG, or agency environments
• Exposure to digital marketing
• Bachelor’s degree in Marketing, Economics, or related field

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect.  Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof.  We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you. 

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

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