Chief Experience Officer

Job Description:

Dentsu Creative is a global creative agency network designed to unlock exponential growth for clients. We use Transformative Creativity as a differentiating, driving force to bring our capabilities together to positively impact people, businesses and society. Established in June 2022, Dentsu Creative is integrated with dentsu’s Media and CXM businesses in over 145 countries and regions, to offer Integrated Growth Solutions.

ROLE PURPOSE

This position offers EMEA leadership in Experience & Innovation, propelling it into its next phase within the Creative Practice. Following strong Experience growth across the region, and strategically positioning Amsterdam as a pivotal hub for further expansion of our Experience & Innovation offering, this role will equally prioritise our Dutch operations and regional endeavours.

The primary objective of this role is to spearhead the development and expansion of the Experience offering within Dentsu Creative. This involves aligning key markets and clients with best practices and identifying new avenues for growth to realise our vision of Transformative Creativity.

RESPONSIBILITIES

Practice & Product:

• Key part of the EMEA Creative Practice leadership team

• Drive innovation and Experience excellence, delivering industry-leading output

• Position our Experience capabilities to enable Transformative Creativity across the dentsu network

• Ensuring the Creative Practice Innovation & Experience capability is fit for purpose, market-leading and aligned with market direction/demand

• Identifying, supporting and driving change in all areas of experience design to ensure Dentsu stays an industry leader

Client Relationship Management:

• Build and maintain strong relationships with global clients

• Serving as the primary executive sponsor for key client stakeholders

• Translating client objectives, challenges, and industry trends to innovative solutions

Growth:

• Play a pivotal role in winning new business by delivering best-in-class experience solutions, to help drive our growth trajectory in the region by actively identifying experience-led opportunities to pursue

• Be trusted partner for new and existing senior clients and letting them embrace strategic design and innovation

• Leading regional pitches and supporting global projects and pitches where necessary

Reputation:

• Build and drive DC’s Experience & Innovation reputation and thought leadership

• Work with local teams & regional crafts communities to build a differentiated narrative and thought leadership around experience design

• Create reputation driving work and case studies, that is considered by trade publication and shortlisted/winning at key festivals ( D&AD, Webby’s, Cannes etc.)

• Be the face of our DC Experience offering and that of dentsu with different PR activities within the Netherlands and in the wider EMEA region.

• Represent DCX & Dentsu Labs at global, regional and local events, awards, seminars, and forums.

• Create an award strategy and represent Experience & Innovation within the EMEA Creative Council Team/Community

• Be an inspirational leader for the Experience & Innovation leadership team, the relevant crafts teams, the wider Dentsu Creative Amsterdam agency and the Dentsu (Creative) Network

• Support the recruitment and retaining of high quality game changing candidates and rising talent in the areas related to Experience & Innovation

• Celebrate great experience design work and team efforts and help create, champion and maintain our agency culture

WHAT YOU WILL BRING

• Excellent track record as leader in Customer Experience roles within the industry

• Proven experience in a senior leadership role overseeing customer experience, user experience, or a related field

• Demonstrated success in driving customer-centric strategies and initiatives, resulting in improved customer satisfaction and business outcomes

• Excellent analytical and problem-solving skills, with the ability to leverage data to drive insights and make informed decisions

• Excellent leadership and interpersonal skills, with the ability to influence and inspire cross-functional teams

• Exceptional communication skills, both written and verbal, with the ability to effectively present complex ideas to diverse audiences

• Deep understanding of user-centered design principles and methodologies

• Familiarity with customer experience technologies, platforms, and tools

• Proven ability to manage multiple projects and priorities in a fast-paced, dynamic environment.

• Passion for innovation, creativity, and continuous improvement in the customer experience domain

WORKING WITH US

Joining Dentsu Creative, you will be part of a creative network, delivering ideas at the intersection of brand, culture, and commerce. In an age when brands are built and grown in altogether new ways we espouse humility alongside practical flexible problem solving.

On your journey you will partner with inspiring people across the world and become part of a truly inclusive culture where everyone is given the opportunity to thrive and create the best work of their careers; always learning and always listening to shape ideas, create culture and change behavior. By bringing together the capabilities, experience and relationships of our collective experts, the opportunities for personal growth and development are endless. 

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