What are the responsibilities and job description for the Customer Strategy Director position at T&Pm?
Who Are We?
T&Pmis one of the world’s leading full service creative and media agencies, connecting talent and tech to drive growth for brands. Formed by the integration of The&Partnership and mSix&Partners, it brings together content and distribution into a single, holistic end-to-end marketing solution. Backed by WPP and GroupM and combined with the agility of an entrepreneurial Partner-led mindset, the multi-discipline agency spans four continents with 45 offices and over $1.2 billion dollars in billings globally. As an early adopter with the first ever AI-generated TV ad for Lexus in 2018, T&Pm is focused on harnessing AI across all its outputs with its 1,900 people already trained on WPP’s proprietary AI platform Creative Studio, to deliver enhanced outcomes for clients.
We believe in The Power of &, bringing diverse talent together to transform the way great brands are built. Our teams blend creative, media, experience and technology specialists from across our marketing practices. The performance mindset of these teams optimises to business outcomes in every channel, fueled by the latest innovations in AI. Working alongside our clients’ marketing departments, we deliver ‘&mplified Creativity’ to solve their business and brand challenges seamlessly, creatively and efficiently.
Ultimately of course, we are our people. They’re the most important part of our business, so we want to make a lasting impression on them in the same way they do on us, by striving to become the most important place in their careers.
That’s why we do our best to build strong communities around them; provide the best possible opportunities for them to develop & grow; and empower them to make a difference to their clients and the world at large. Our strengths often lie in our differences, so we challenge and champion each other and our clients, to be the very best we can be.
The Role
We are about to begin work with a new client in the media and entertainment space to build a future facing content and production studio, combining hybrid creative talent with innovative production technologies to create industry leading content across digital and traditional channels.
Working directly with the client’s marketing, events, programming, and content teams, the studio will be responsible for end-to-end content development and production, delivering work for the brand’s paid media plans, owned channels (inclusive of social handles and apps), internal employee channels, partner marketing materials, and events. The team will consist of 50 creative and production professionals – everything from copy and design, through to video editors and photographers - and will be based in NYC and Atlanta with a handful of production roles in our hubs across South America.
We are looking for someone to be the Customer Strategy partner for the client, you’ll be providing both high level strategic support alongside being able to drive and guide delivery.
You will be the overarching CRM strategy owner
- Able to help our clients define their customer vision, and able to articulate the required strategic work streams required to work towards that vision
- Able to educate and persuade senior client stakeholders on the reasons for and value of a more customer centric approach
- Able to provide recommendations on segmentation approaches that help clients drive additional value from their CRM base as well as creating opportunities for new trigger and lifecycle programs in owned channels
- Able to translate existing journey frameworks and apply customer and business insight to identify customer pain points and problems and guide prioritisation of program development
- Able to balance prioritization of “quick win” value opportunities that can scale with broader program opportunities that enhance the customer experience over the longer term.
- Able to work hand in hand with cross agency partners as part of a collaborative team towards common objectives and CRM best practice
- Responsible for supporting the articulation of the CRM vision within our clients businesses, and identifying relevant functions that can support delivery of that vision
- Working with the Data strategy lead to develop a segmentation and contact strategy approach that supports and dynamically prioritizes trigger, program, campaign and broadcast comms types across all functions.
- Work with the data strategy lead to review customer facing value exchange and preference capture with the aim of enhancing opt in and targetable 1PD audiences across channels
Multi Channel journey design
- Considerable experience in the development of customer lifecycle programs, with an appreciation of content requirements and the nature of always on communications
- Must have a detailed understanding of how to design multi channel scalable journeys for translation onto SFMC, including data segment definition , content mapping, personalization through behavioral triggers, and an appreciation of how to utilize first party data across multiple studios and channels within one journey
- Content plan development that is modular, and can be adapted to create different customer experiences
- Able to brief both CRM specialist content teams against clearly defined content plan and message hierarchies with an ability to ensure that output from those teams embodies industry best practice
- Able to visualize multi channel journeys with an appreciation of channel role, eg paid social and ad studio, as well as mapping entry and exit points from the web and app experiences as inputs into the journey design
AB testing and optimization
- Overall responsibility for campaign and program optimization, developing annual testing plans with supporting principles and criteria for test prioritization and rollout
Data Definition
- Must be able to work closely with a data strategist, translating target audiences into segment definition and clear data parameters that relate to required data fields
- Work with solution architects / data engineers and platform owners to define the desired target state experience / trigger based communications and develop the underpinning dependencies required to deliver them
Performance review and insight generation
- With the analytics and data teams, articulate a view of campaign performance and ensure that there are clear learnings and insight to take forward into future program development
The&Partnership embraces and celebrates diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are a worldwide creative agency that represents global clients. The more inclusive we are, the more brilliant work we can create together.
The pay range for this role is $160-$170,000 . Individual compensation will be commensurate with the candidate's experience and local cost of labor. Salary is subject to change based on factors such as geographic location and cost of living in location of hire.
Applicants must be legally authorized to work in the United States
Salary : $160,000 - $170,000
