CX & CRM Strategy Director - Agency

Salt; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Salt is seeking a CX & CRM Strategy Director to shape customer experience and CRM for major brands. You will define where client experiences need to go, then map out changes across people, process, data and technology to enable delivery.

A senior, client-facing role with a real hand in growing the agency's CX and CRM offer. You'll bring 10+ years in CX/CRM strategy or transformation consulting, plus a track record of setting visions and roadmaps that land.

Qualifications

• 10+ years in CX strategy, CRM strategy or customer transformation consulting.
• A track record of setting CX and CRM visions, journey strategies and roadmaps that land.
• Strong knowledge of service design and journey management methods.
• Breadth across digital products, ecommerce, CRM and customer service.
• Strong commercial acumen, linking customer outcomes to growth, loyalty and efficiency.

Responsibilities

• Act as a trusted advisor to senior clients, shaping CX and CRM vision, priorities and the business case for investment.
• Lead discovery and diagnostics, combining customer research, behavioural insight, analytics and market benchmarking.
• Pinpoint the biggest opportunities across customer journeys, channels, digital products, CRM and service.
• Define future-state experiences and lifecycle journeys, then turn them into prioritised, deliverable roadmaps.
• Identify the operating model, capability, data and technology changes needed to deliver, with clear ownership and success measures.
• Set CX and CRM KPIs and measurement frameworks alongside analytics teams, embedding a test-and-learn mindset.
• Bring AI-enabled thinking into client work to create smarter, more personalised customer experiences.

Skills

CX strategy

CRM strategy

customer transformation consulting

discovery and diagnostics

analytics

benchmarking

journey management

service design

digital products

ecommerce

customer service

commercial acumen

Job description

A leading international digital agency is hiring a CX & CRM Strategy Director to shape customer experience and CRM for major brands. You'll define where client experiences need to go, then map out the changes across people, process, data and technology to get there. A senior, client-facing role with a real hand in growing the agency's CX and CRM offer.

What You'll Do

• Act as a trusted advisor to senior clients, shaping CX and CRM vision, priorities and the business case for investment
• Lead discovery and diagnostics, combining customer research, behavioural insight, analytics and market benchmarking
• Pinpoint the biggest opportunities across customer journeys, channels, digital products, CRM and service
• Define future-state experiences and lifecycle journeys, then turn them into prioritised, deliverable roadmaps
• Identify the operating model, capability, data and technology changes needed to deliver, with clear ownership and success measures
• Set CX and CRM KPIs and measurement frameworks alongside analytics teams, embedding a test-and-learn mindset
• Bring AI-enabled thinking into client work to create smarter, more personalised customer experiences

You’ll Bring

• 10+ years in CX strategy, CRM strategy or customer transformation consulting
• A track record of setting CX and CRM visions, journey strategies and roadmaps that land
• Strong knowledge of service design and journey management methods
• Breadth across digital products, ecommerce, CRM and customer service
• Strong commercial acumen, linking customer outcomes to growth, loyalty and efficiency