Associate Director, Connected Customer Experience (CCX)

Job Description

Associate Director, Connected Customer Experience (CCX)

The Team One C.O.R.E.

C = Collaborative

Builds and sustains strong, genuine relationships with people of all levels and takes positive steps to extend network

and cultivate connections.

O = Optimism

Is utterly reliable, always delivering on promises and maintains the highest standards of honesty and integrity.

R = Results-Driven                                                       

Acts strategically to exceed goals and has the ability to adapt to changes in process and execution.

E = Entrepreneurial

Constantly looking for and identifying actionable and thought-provoking opportunities for the company and executing them.

GENERAL SUMMARY

The Associate Director of Connected Customer Experience (CCX) is responsible for the day-to-day leadership of CCX initiatives and owns specific, high-priority and high-visibility projects that differentiate our clients’ customer-centric position in the market. The desired candidate will be equally knowledgeable and competent when it comes to both Product Strategy and Digital Marketing Strategy initiatives. They are expected to identify opportunities to improve the strategy discipline within the agency by bringing new ideas, approaches and frameworks that support the ongoing evolution of the agency’s Strategy Toolkit. They actively mentor and guide more junior strategy team members with hands-on support and guidance.

RESPONSIBILITIES

Integrated Marketing Strategy: lead and champion the integrated marketing strategy for complex omnichannel campaigns. Specific responsibilities include, but are not limited to:

• Development of research-based Customer Journeys that illuminate the lived experience of our target consumers and provide a basis for developing customer-first strategies and campaign approaches.
• Authorship and guidance of Communications Plans, Channel Strategies, and emerging media approaches for large integrated campaigns, based on new or existing Customer Journeys.
• Support social strategy for client social channels by working with project and program owners to ensure initiatives measurably connect with client and organizational objectives, specifically across different activation types (paid / organic, customer support, shopping, etc.).
• Develop strategic approaches and points of view for emerging media and creative capabilities, and how they might be applied to better support ongoing campaigns, initiatives, and brand building opportunities.
• Write and contribute to creative briefing materials, define key digital channel roles, objectives and KPIs with Planning and Media team peers. Guide and mentor more junior team members.

Platform Strategy: lead the creation of effective, unique, and brand-specific approaches to owned digital platforms and products through hands-on work as well as team mentorship, guidance, and facilitation. Specific responsibilities will include, but are not limited to:

• Creating optimization and enhancement road maps for client websites, apps, social and other owned properties that incorporate knowledge of user needs and behaviors, best practices and respect the underlying technology and service capabilities of the architecture.
• Organizing and leading collaboration sessions among different agency and client disciplines, including client marketing and in-house technology, web analysts, UX, media, technology and creative.
• Providing proactive and ongoing recommendations to further key product strategies, and for prioritization of platform backlogs considering completed work and its impact on the customer/user experience.
• Identifying user + behavioral insights from diverse data sources and translating those insights into changes in platform-based experiences; communicating the opportunity of addressing these CX needs to varying audiences (clients, technology teams, creative teams, etc.), and aligning the solution to platform goals and objectives.

New Business: Help run new business pitches in support of the CCX discipline, including development of pitch presentations and case studies.

Communication: Be the strategic lead on assigned projects, ensuring that strategy is adhered to throughout creative ideation, development, and production. Identify and proactively resolve issues as appropriate with agency counterparts.

Day to Day

• Own and lead projects on the business they work on
• Write, contribute to and present campaign briefing materials, including writing creative briefs and channel strategies
• C