Customer Experience Specialist (CXS)

Salary Not Specified

Emarsys, City of Westminster

Full time
Permanent
Onsite working

Posted today, 6 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: c34471e7d2404c29860987754cb839d5

Emarsys

Full Job Description

Specialists will own and deliver our 'Adopt & Learn' packages which incorporate an element of program design and build in line with current capabilities.
From a platform perspective, you will be tasked with driving adoption of SI, Predict and AIM capabilities across our customer base. This will be achieved via the concepting and design of automations and subsequent reporting on performance. This solutioning will take place outside of the tool (PPT) and will be created in close collaboration with other internal stakeholders (CSM, PS etc.) to ensure accuracy and relevance.
Operationally, the CXS will work across pre-sales and service - in close collaboration with the Customer Experience Consultants for retained customer work, and with the Client Success Managers for ad-hoc requests.
They will be responsible for concepting and design (consulting) in the above areas of expertise and liaison with internal and external production/agency teams for the execution and delivery where relevant.
Our 'Adopt & Learn' packages are a key product for driving adoption in our customer base. Concepting and designing automations (lifecycle programs) in partnership with customers; scoping final agreed program for our Production Services teams to build and execute. Following this, you will be tasked with sharing the performance data and customer insights to inform optimisation/next steps using our existing platform toolsets (SI/Predict). The key deliverable here is customer enablement on our extensive dashboard capability. The CXS is driving adoption of the platform by showing 'live' data and insight on the platform while encouraging the customer to lead this over time.

We are looking customer facing, consumer data focused consultants specialising in data-driven insight and marketing automation concept and design across multiple digital touchpoints. You will have deep understanding of complex consumer journeys; database segmentation; persona marketing; consumer lifecycle analysis; contact strategy & predictive data modelling., 3+ years of experience in a client facing role and/or hands-on execution in the digital marketing industry
It is expected that you will possess workforce skills; possessing knowledge and capabilities outlined above, alongside a deep specialisation in either a specific vertical, channel (e.g. mobile) or capability (persona marketing).
You will be rigorous and data-driven in your work, with natural ability to face customers and tailor your advice and insight to type of customer.

Emarsys is a fast growing global technology company who values innovation. Born in 2000, we provide a cloud-based software as a service (SaaS) to over 2,000 leading marketing organizations in over 140 countries focused on scaling truly personalized customer interactions regardless of channel (email, web, mobile, social).

A fast-growing company with an international presence, innovative outlook and a strong market position
An inspiring and positive environment, working alongside talented, friendly and passionate people
A great office (complete with outside terrace, ping pong, pool table and beer fridge) in the heart of Kings Cross, London
Weekly drinks, catered office events and breakfast, snacks and fruit provided daily
Competitive salary plus additional performance related rewards
25 days' annual leave and an extra day off for your birthday
2 Community impact days per annum
Enhanced maternity leave and paternity policies
Pension matching scheme, health cover options and subsidised gym membership
Local hospitality and retail discount schemes