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Customer Experience Strategy - Amsterdam, Netherlands

Job reference:
Amsterdam customer
Location:
Various
Salary:
€80k-€90k plus bonus, benefits
Job type:
Perm - Consulting
Sector:
Change Management, CRM / Customer experience, Marketing & Sales, Strategy
Date posted:
29/11/2017

Our client is the consultancy arm of a global integrated marketing agency network. They help our clients grow through disruptions by delivering improved customer experiences, and identifying commercial opportunities. Data, insight and technology lie at the heart of everything they do – they help businesses use data to understand performance challenges and opportunity, and develop innovative strategies, as well as supporting the implementation of their strategic recommendations.

As a business they are down-to-earth, open, transparent. They actively avoid big consultancy spin, over-complicated jargon and office politics, and we only hire people that can embrace this culture. The Amsterdam office was established 3 years ago and is growing quickly. They operate within an environment akin to a start-up – dynamic, accountable, entrepreneurial, moving at pace.

The Role
They are seeking a Director to join their Amsterdam consulting team, to work alongside the Managing Director in leading and growing the business. The Director is a key member of the senior leadership team of the client in Amsterdam. The Director will act as a consulting and relationship lead across a number of key client relationships. They will create and steer strategic solutions for their clients, manage a team of consultants and analysts, and help to shape the future direction of the business in Amsterdam. The role will involve working with cross-functional teams, particularly data and insight, across offices. A key part of the role is to help weave together the different skills and parts of our proposition, to create innovative solutions for their clients. They're looking for a strategic, commercial individual with experience of delivering strategies grounded in data and insight, ideally within consultative roles. They will have a strong track record at managing multidisciplinary projects in a multicultural, time pressured environment. They will be highly commercial, motivated by winning business and growing the P&L. The will also be highly collaborative, used to working as part of a multiskilled
group, and be able to lead and inspire teams. There is clear growth and career progression opportunity within this role, a successful Director level consultant will likely have opportunity in time to head up an office. The role will involve significant client contact and (monthly) travel.

Director Responsibilities
• Build and nurture their relationships with senior client stakeholders (C Suite) and agency partners
• Proactively identify & develop new business opportunities
• Lead strategic thinking & steer delivery of consultancy projects
• Distil client challenges into clear proposals, briefs, and structured work streams

Support the Managing Director in developing the proposition & offering
• Support wider teams with pitches, proposals
• Lead, inspire and nurture a team to deliver & enjoy their best work
• Identify skills & capacity gaps in the team alongside the MD, and lead recruitment of new team members
• Manage the financial administration of key clients ensuring forecasted income targets are met 

• Identify best practice work and behaviours & sharing these across the business
Director Skills & Experience (candidates should be familiar with all, expert in some)
• Customer Experience design – close familiarity with CX evaluation techniques, identifying of opportunities and risks within current CX, and definition of proposition & channel strategies to drive CX enhancements
• Data strategy – looking at how data can be developed and used to transform the customer experience, launch new propositions and establish new business models
• Data planning, analytics and segmentation – identifying and analysing data to address business questions and create analytical solutions
• KPI and Dashboarding frameworks – defining KPI measurement frameworks and performance reporting with the client
• Commercial modelling – developing business cases, pricing strategies, deep analysis of commercial performance
• Innovation & proposition design

Role Requirements
• Experience in strategic / operational roles - either client side or consulting focussed
• Significant Data-led consulting, Omni-channel, CRM, Lead generation and nurturing experience with a record of winning and delivering large consulting project engagements that require integrated teams
• Detailed understanding of integrated cross-agency working practices
• Significant experience leading and managing projects to completion
• Significant experience and proven track record in generating new business and growing existing clients
• Exceptional personal skills with the ability to develop strong relationships with clients and other agency/ consultancy teams
• Analytical problem solver, adept at delivering solutions to client challenges at pace
• Be able to lead, inspire and build trust with clients and colleagues
• Strong business acumen & an entrepreneurial streak
• Creative approach to both problem solving and communicating
• Very strong English written skills
• Good presentation and communication skills
• Graduate with 2.1 or equivalent

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