Responsibilities

• CX Strategy & Functional Leadership
• Lead the development of holistic CX strategies across paid, owned, and earned channels, aligned to client business objectives.
• Define CX frameworks, processes, and standards that guide experience design, planning, and execution across the CX function.
• Establish the strategic role of paid, earned, and owned channels within the customer journey and overall marketing approach.
• Client Impact & CX Leadership
• Serve as the primary CX strategic lead and partner for assigned clients.
• Translate business objectives into CX activation plans (atlas), journey frameworks, and integrated channel strategies.
• Define campaign success metrics, learning agendas, and measurable goals, ensuring they are trackable and aligned to business outcomes.
• POE Orchestration & Briefing
• Own briefing of paid media teams, clearly defining the role of paid media and success metrics for execution.

Requirements

• Minimum of 7 years of experience in strategic roles in agencies working across media, content, social and digital strategy
• Experience leading teams and building relationships across an organization to increase opportunities for your team and the agency
• Management experience including hiring, developing and mentoring talent to reach their potential
• Strategy development experience across brand, social, digital and campaign ecosystem/tactical strategy
• Strong understanding of how to pull brand strategy across every touchpoint of the customer journey
• Experience and ability to amplify and extend creative ideas beyond traditional touchpoints