Customer Engagement Lead

dunnhumby is looking for a talented Customer Engagement Lead!



You will connect and improve every interaction that a client can have with their customers through customer data science and insight. The Customer Engagement capability covers a broad range of services including designing and delivering the end-end customer experience, multi-channel communications and digital media strategy, (digital) customer experience innovation and loyalty proposition development.



Our client relies on us to provide the best CRM and loyalty solutions, to retain and grow their best customers. In this role you will ensure that a state-of-the-art CRM strategy is implemented across all channels, seamlessly coordinated, measured and enhanced for and with the client, allowing us to deliver measurable value for our client. You will also play a key role in bringing global best practice and trends to the client, as well as assisting the Customer Engagement Consulting Manager on strategic projects.

• Analyze customer behavior to identify risks and opportunities
• Gather internal and external benchmarks to understand available solutions in the market and around the world
• Support the development of a CRM strategy for the client, combining their brand positioning, customer behavior and specific objectives
• Put strategy into action with clearly defined processes and implementation plans, both internally and for the client
• Liaise with the client’s different departments to specify how the action plan will happen: IT, CRM, marketing, commercial, operations, promotions, analytics etc.
• Use your project management skills to ensure the smooth running of every campaign internally and with the client
• Analyze results and recommend improvements – both operational and strategic
• Build and maintain strong working relationships internally and with the client
• Use Customer Engagement tools to drive insightful recommendations for assigned client(s) and present those recommendations to the client
• Work with the Customer Engagement Consulting Manager on strategic projects as needed and provide support to new business development for Customer Engagement, particularly when in-between client projects or when workload at existing clients is lower

Within dunnhumby you’ll work with the Customer Engagement Consulting Manager, the dh South Africa client and capabilities teams, internal data scientists and analysts; technology experts and the worldwide customer engagement team.



Externally, you’ll frequently be in contact with Clients teams: marketing, CRM/Rewards, Commercial, Operations, IT and Data Analytics



What you'll need:

• Data Interpretation


• Insight Presentation


• Strong organisational
  
  
  skills
• Strong people and
  
  
  relationship management skills


• Good presentation skills


• Resilient; able to work
  
  
  under pressure and in a fast-paced environment


• A team player


• A self-starter


• Proficient in Excel and
  
  
  PowerPoint


• Stakeholder Management
• 3 years relevant experience


• A Bachelor’s Degree or equivalent in Marketing or Economics

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