Customer Strategy Director

As a Director, Customer Strategy, you will lead client engagements focused on unlocking growth and enhancing customer experience. You will be part of a diverse team dedicated to providing insight, analysis and strategic vision as well as activation planning. You will help businesses develop strategies for growth with a particular focus on customer engagement and loyalty strategies.

Job Description:

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.

The role
BX's end-to-end expertise spans three key areas:

Business Strategy - Defining where to play and how to win. Identifying new paths to 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 Director, Customer Strategy, you will lead client engagements focused on unlocking growth and enhancing customer experience. You will be part of a diverse team dedicated to providing insight, analysis and strategic vision as well as activation planning. You will help businesses develop strategies for growth with a particular focus on customer engagement and loyalty strategies.

You have a strong foundational grasp of both business and marketing strategy, with the ability to navigate from customer and commercial insight through to creative brief. You're comfortable applying structured problem solving and storytelling to ambiguous challenges, and you're energised by working across disciplines.

You'll serve as a strategic advisor to mid/senior level clients, developing insight-driven recommendations that align customer strategy with broader business goals. Your role will span end-to-end delivery, from leading discovery and ideation to activating through omnichannel marketing strategies and customer programs. In addition, you will 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 with a focus on Customer Strategy, Customer Value Proposition, CRM Strategy, and Loyalty Strategy
• Develop and manage key client relationships, ensuring high-quality project delivery (target 65% utilisation)
• Play and active role 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
• Managing the financial and budgetary aspects of your clients and programmes of work, being accountable to practice leadership
• 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

What you bring

• 6-8 years of customer strategy and/or strategic planning at a leading integrated agency or strategy house
• Can do attitude and ability to work effectively in a matrix organisation structure with significant emphasis on collaboration, influence and persuasion, rather than relying entirely on command and control
• 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 build relationships with key stakeholders as a trusted advisor
• Strong presentation skills and an ability to bring out the "so what"
• Experience managing and developing a team of more junior consultant

A few of the benefits

• You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning
• 29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)
• We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years
• You'll have a hybrid working schedule, with flexible start/end hours

Inclusion and Diversity

At Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities.

We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic. Beyond recruitment, we strive to create an environment where everyone feels respected, supported, and empowered to bring their authentic selves to work.

We recognize the importance of work-life balance and are open to discussing flexible working arrangements for all roles. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at accommodations@dentsu.com, quoting the reference number of the role that you are applying for. Your needs will be handled with respect and confidentiality to ensure an inclusive and accessible experience.

#LI-GH

Location:
London

Brand:
Merkle

Time Type:
Full time

Contract Type:
Permanent