About the Role / About the Job
The role will be responsible for the overall strategy for CX Analytics, working closely with the respective subject matter experts in developing best practice & process programs to lead a high-performance team. CX Analytics aims to support clients in optimizing customer experience (CX) across the infinite loop of the customer journey with the end objective of increasing customer engagement, purchase, and retention.
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CX Analytics Strategy and Thought-Leadership
- Build our CX Analytics strategy and lead on the operational plan to execute the vision
- Understand the role of CX Analytics in driving digital marketing transformation for clients and strengthening the capabilities of other the company agencies
- Lead tech partner relationships within the company to identify, manage, and evaluate current and potential partners
- Represent Choreograph Consultancy Services CX, Data & Technology at industry events and thought leadership opportunities
- Deliver knowledge sharing sessions across the markets on industry data & technology developments
- Remain up to date on the latest industry changes and create thought-leadership articles and points of view to share with internal and external stakeholders
- Have a strong understanding of the purpose and value of different technologies that form a client’s tech stack, including:
- CX & Behavioral Analytics
- A/B Testing & Experimentation
- Customer Data Platforms (CDP)
- Customer Engagement Platforms (CEP)
- Marketing Automation Tools
- Web & App Analytics
- Mobile Measurement Platforms
Team & Stakeholder Management
- Develop and maintain strong, long-term agency and client relationships with senior stakeholders
- Build great working relationships with your team, market teams, and client teams, operating seamlessly together to deliver success for our clients throughout the briefing, booking, setup, optimization, and reporting processes
- Guide the team in designing and implementing data collection strategies, tracking requirements, best practices, SLAs, and data integrity
- Project manage analytics projects by providing the team with the right support & direction
- Recruit, manage, and mentor resources ensuring workflow efficiency throughout the team while delivering high-quality output
Commercial Responsibilities
- Lead business development activities including prospecting, pricing, and proposal development
- Participate in conferences and thought leadership initiatives
- Work closely with finance on budgeting, pipeline planning, and pricing while adhering to their guidance
- Manage the pipeline to achieve targets and keep budgeting trackers up-to-date
- Draft scopes of work and proposals as needed
Requirements
- 3-5 years of relevant experience in CX, MarTech, AdTech, Data, and Analytics
- Ability to develop and clearly communicate data strategies and roadmaps that cater to client requirements
- Senior stakeholder management skills
- Client servicing and account management skills
- Strong attention to detail and a proactive approach to problem-solving
- A continuous learner with a desire to stay ahead of the curve in data technologies
Preferred Qualifications
- Good understanding of the media landscape and its data complexities
- Experience with advanced MarTech tools (CDPs, CEPs, Marketing Automation, CRM)
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