Customer Engagement Senior Client Lead

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.

 

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

 

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.

dunnhumby looking for a Customer Engagement Senior Client Lead to join them on a permanent basis. 

The Customer Engagement capability covers a broad range of services including designing and delivering the end-end customer experience, multi-channel communications and digital media strategy, (digital) customer experience innovation and loyalty proposition development. Our client relies on us to provide the best CRM and loyalty solutions, to retain and grow their best customers. 

This role ensures that a state-of-the-art CRM strategy is implemented across all channels, seamlessly coordinated, measured and enhanced for and with the client, allowing us to deliver measurable value for our client. This role also plays a key role in bringing global best practice and trends to the client, as well as in assisting their manager on strategic projects. 

 

Key Accountabilities 

• Analyse customer behaviour to identify risks and opportunities
• Gather and interpret internal and external benchmarks to understand available solutions in the market and around the world
• Support the development of a CRM strategy for the client, combining their brand positioning, customer behaviour and specific objectives
• Put strategy into action with clearly defined processes and implementation plans, both internally and for the client
• Liaise with the client’s different departments to specify how the action plan will happen: IT, CRM, marketing, commercial, operations, promotions, analytics etc.
• Use project management skills to ensure the smooth running of the delivery to the client
• Analyse results and recommend improvements – both operational and strategic
• Build and maintain strong working relationships internally and with the client
• Use Customer Engagement tools to drive insightful recommendations for assigned client(s) and present those recommendations to the client
• Work with the Customer Engagement Client Manager on strategic projects as needed and provide support to new business development for Customer Engagement.
• Take ownership of your career and skills development
• Maintain all required skills & complete necessary training

Qualifications & Experience

• Good experience in CRM and/or Rewards programs
• Bachelor’s degree or equivalent in Marketing or Economics
• Good experience in CRM strategy development and planning
• Retail, FMCG or agency experience 

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect.  Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One and dh Thrive as the living proof. Everyone’s invited.

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

For further information about how we collect and use your personal information please see our Privacy Notice which can be found