Experience Strategy Director

Job summary

The Experience Strategy Director is responsible for setting the strategic direction for building cohesive, customer-first experiences across marketing automation, personalization, loyalty, and CRM for a diverse portfolio of global clients. This role involves owning the end-to-end customer experience and translating business opportunities into engaging outcomes for consumers while ensuring commercial viability for clients.

Qualifications

• Proven experience leading complex customer experience (CX), CRM, personalization, or loyalty engagements in an agency, consultancy, or in-house setting.
• Deep understanding of platforms and data models related to connected customer experience, such as Salesforce Marketing Cloud, Adobe Experience Cloud, or Braze.

Responsibilities

• Define the strategic direction for client accounts, applying expertise in personalization or loyalty.
• Ensure high-quality delivery and client satisfaction across multiple concurrent projects.
• Act as a strategic partner to client leadership, shaping broader CX and marketing strategies.
• Maximize the output of client and project teams to deliver exceptional work.
• Lead the evolution of experience strategy service lines and methodologies to stay ahead of client needs.
• Educate clients and colleagues on experience strategy propositions and practices.
• Develop and mentor strategists within the team.
• Lead major new business pursuits, converting opportunities into long-term engagements.

Skills

• Strong client-facing skills with the ability to build relationships with key stakeholders.
• Innovative thinking and a drive for best-in-class solutions.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with CRM and marketing automation platforms, data analytics tools, and customer experience technologies.