Manager, Client Experience and Automation, Growth - 12 Month Secondment/ FTC

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Job description

Connect to your Industry

This is an opportunity to join Deloitte's award-winning creative agency 368. With around 110 people based in London, Leeds, and Hyderabad our agency has a critical role in ensuring we effectively reach our clients in the UK, North South Europe and Globally. We have a full Concepting, Design and Film offering including an inhouse Film Studio as well as specialist teams devoted to UX & Development, Deloitte branded experiences, social media, email strategy and marketing engagement as well as a full team of Account Leads and Project Managers. Our agency is a fun and friendly place to work with a great team feel.

Your role will sit within 368's Marketing Engagement team which consists of Deloitte's email marketing experts. We maximize ROI and drive growth by leveraging the power of data and automation, utilising Marketo. We build personalised customer journeys, strategically advise on email content development and work with our stakeholders to ensure a compliant and connected communication journey for our clients. Our custom integration with our Salesforce CRM provides real-time insights for analysing communication effectiveness, offering insight which directly influences opportunity value.

Our team is friendly and diverse, sitting between the UK and India, and has a strong and trusted foundations spanning over a decade. We strive to continuously push the boundaries, to educate on new market trends and technologies which will enable the firm to meet sustainable growth.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

The Client Experience and Automation Manager will play a crucial role in driving exceptional client experiences through personalised, targeted, and impactful marketing strategies. You will lead the development and execution of client engagement campaigns, leveraging data-driven insights and automation to foster brand loyalty and advocacy. A key aspect of this role will be to bring an agency perspective to cross-channel communication strategies, ensuring a cohesive and effective client journey. This will involve:

• Championing a cross-channel communication strategy, bringing an agency perspective to ensure a consistent and impactful client journey. This includes mapping and optimising complex customer journeys across both online and offline channels to identify key touchpoints and opportunities within the journey.
• Collaborating with internal stakeholders across Brand & Marketing and 368, the in-house agency, to develop and execute personalised client engagement campaigns across multiple channels (e.g., email, web, social, experiential).
• Implementing and optimising marketing automation strategies to deliver timely and relevant client communications, nurturing leads, and driving conversions.
• Analysing client data and market trends to refine segmentation approaches, enabling highly targeted and effective marketing initiatives.
• Using data-driven insights and a strong understanding of attribution models to measure the effectiveness of campaigns across different touchpoints and allocate resource effectively.
• Embracing an experimental mindset, leveraging new or existing underutilised functionality to continuously optimise campaigns and personalise experiences.
• Staying abreast of industry best practices and emerging trends in client experience, personalisation, and marketing automation, with a keen awareness of industry benchmarks specific to cross-channel marketing; share knowledge to maximise value of marketing.
• Maintaining a strong understanding of data privacy regulations (e.g., GDPR, DPIA) and ensuring all marketing activities adhere to best practices and compliance requirements.
• Monitoring and reporting on campaign performance, providing insights and recommendations for continuous improvement.

Connect to your skills and professional experience

• You are a strategic thinker with a proven track record of developing and executing successful client engagement campaigns.
• You have a strong understanding of client segmentation, personalisation techniques, and campaign management, ideally within a professional services or B2B environment.
• You possess hands-on experience with marketing automation platforms and CRM systems (e.g., Salesforce, Marketo) as well as a good understanding of the wider channel platforms such as Adobe Experience Manager, LinkedIn etc.
• You are a storyteller. You can see insight in data and can build a story to showcase value, underpinning the value the team brings to the firm, as well showcasing campaign impact.
• You are a data-driven individual with strong analytical and problem-solving abilities.
• You are an excellent communicator with exceptional interpersonal and stakeholder management skills.
• You thrive in a collaborative environment and can effectively work with cross-functional teams.
• Experience working within an agency environment is highly desirable.
• You are a team player who supports, grows, and develops through educating or consulting others sharing and building on the teams' collaborative skills, strength, and knowledge.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Growth

We bring together capabilities and best practices from around the globe to deliver relationship development activities, marketing and corporate affairs, whilst our operations team is focused on ensuring we're constantly improving what we do.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"The amount of investment in me in terms of training and development has been incredible - it has undoubtedly helped me to progress my career."

-Jim, Enabling Functions

Our hybrid working policy

You'll be based in Leeds with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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