Cx and CRM Strategist

3 months ago

Johannesburg, South Africa VML Full time

**Who We Are**:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

**_ Smart and well respected by both direct clients and internal teams, the Customer Experience Strategist leads day-to-day and longer term thinking on key accounts. They have a deep understanding of customer experience strategy across all digital environments, experiences and loyalty journeys._**:
**_They own the customer and user journey across the full marketing spectrum on behalf of clients, using research and data insights to drive marketing effectiveness._**:
**Who we're looking for**:

- An understanding of CX tools and analytics platforms.
- An intimate understanding of our clients' business and brand strategy.
- Up to date with technology innovation and emerging platforms.
- Experience in customer engagement strategies that take content into account

**What you'll be doing**:

- Produce high quality strategies that deliver customer engagement that amplifies brand value and business growth for our clients.
- Define, explore and track interactions between a customer and the brand throughout the customer lifecycle.
- Optimize interactions using customer data and, as a result, foster loyalty for brands.
- Be the first point of call for clients and internal teams on day-to-day questions about customer experience, interaction journeys and customer loyalty.
- Be part of high performance and positive team environment and champion experience innovation by building commitment and support for innovative lead ideas.
- Support the Content Strategy Leadership
- Deliver thought leadership in the area of CX and CRM planning.
- Turns complex customer information into compelling mapped journeys.
- Generate best-practice journey maps, user flows and interaction models.
- Add value to the design, rapid innovation and prototyping of concepts for clients.
- Review the standard of CX design work, to ensure that only work meeting the highest levels of quality is presented to clients.
- Ability to sensitively provide feedback to give clear direction, provide additional stimulus and thought starters to creative teams.
- Works to keep the creative / design team motivated and excited about the work.
- Has a detailed understanding of marketing effectiveness and best-practice measurement and benchmarking.
- Analyzes data sources to improve brand journeys and loyalty programs.
- Plays the lead role in ensuring our clients optimize their use of digital CX channels to grow their businesses and brands.
- Create and give presentations which are logical, coherent, concise and jargon-free, supported by robust insights and data.
- Verbal communication skills; persuasively getting your point across in a clear, concise and ego-free manner.
- Lead and build great working relationships with clients.
- Think proactively about things that can help strengthen the relationship above and beyond the day to day.
- Great working relationships with all internal departments.
- Encourage and lead collaboration particularly with Creative, Design, Content and Account teams.

**#LI-EMEA #LI-HYBRID**:
At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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