Senior Director - Customer Strategy

Dentsu is an integrated growth and transformation partner to the world’s leading organizations, present in over 145 countries and regions. Dentsu delivers end-to-end experience transformation by integrating its services across Media, CXM and Creative, while its business transformation mindset pushes the boundaries of transformation and sustainable growth for brands, people and society. 

This role sits within dentsu UK&I’s Business Transformation (BX) practice. BX exists to propel growth for brands and businesses and sits at the intersection of consulting and creativity. BX combines dentsu’s unique data and technology-driven creativity with management consulting rigour and human-centric design to drive sustainable growth and prepare organisations for the future. 

At a time of rapid global change and increasingly urgent challenges, BX offers a fresh, future-focused approach to sustainable growth. By leveraging the Japanese philosophy of Sanpo Yoshi – success through responsibility – BX delivers actionable strategies that create long-term positive impact for business, people, and society. 

BX’s end-to-end expertise spans three key areas: 

Business Strategy – Defining where to play and how to win. Identifying new paths to uncommon growth, pivoting business models and driving customer led innovation to create competitive advantage. 

Change & Transformation – Designing and executing future-ready operating models and change strategies.  

Customer Strategy – Designing end-to-end strategies that align customer needs with business goals to drive value, loyalty, and growth. 

As a Senior Director, Customer Strategy you will be responsible for the delivery of customer strategy programmes of work, contribute to our sales pipeline, work with teams to further develop and refine out service set and IP, and play an active role in people development. 

Responsibilities

• Lead/own programmes of work across Customer Strategy, Customer Value Proposition, CRM Strategy, and Loyalty Strategy 
• Develop and manage key client relationships, ensuring high-quality project delivery (target 65% utilisation) 
• Be responsible for £500k annual new business revenue 
• Leadership in strategic new business pitches and initiatives 
• Drive innovation and contribute to developing new strategic service offerings 
• Mentor and coach junior team members to enhance team capabilities and performance 
• Collaborate with industry leaders to position the company for market growth 
• Managing the financial and budgetary aspects of your clients and programmes of work 
• Keep abreast of innovations in your area(s) of expertise, and actively contribute to the knowledge base 
• Act as a role model; and be regularly sought out after for views by peers and the wider team 
• Contribute to a positive, diverse working environment that fosters-high quality output and coaching others on the value of collaborative working 
   

Professional Skills

• 8-10 years of customer strategy and/or strategic planning at a leading integrated agency 
• Experience with managing high performing teams  
• An effective storytelling with proven experience in presenting complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plans 
• Experience of using data to quantify and prioritise opportunities to drive growth 
• Strong experience of evaluating and optimising marketing effectiveness  
• Experience defining and understanding customer audiences based on behaviours, value, needs or socio demo criteria 
• Ability to translate a great audience insight into a compelling customer experience and creative brief  
• Strong experience in building customer loyalty and designing personalised customer journeys across the lifecycle 
• Holistic understanding of how people interact across platforms and the cross-channel journey they make 
• Ability to challenge conventional views and present ideas persuasively to gain buy-in 
• Can do attitude and ability to work effectively in a matrix organisation structure with significant emphasis on collaboration, influence and persuasion 
• Strong business and growth acumen with a proven track record of unlocking new business growth 
• Able to draw critical human and cultural insights from data and observation 
• Able to translate strategy and strategic thinking executable solutions 
• Strong business acumen and critical thinking skills 
• Strong interpersonal and communication skills, both written and verbal