Senior Strategist - CRM & CX

Senior Strategist - CRM & CX

Job description

Description

Here at Havas CX helia, we’re on a mission to become the best customer engagement agency in the UK.

And you’re a big part of making this happen

Better together

What’s the secret to our success? The power of collaboration. Whether that’s across our two teams in London and Cirencester or our far-reaching global network.

18 countries, 1,200+ people, 25 Villages.

When you work with us, you’ll also be joining Havas CX an international group dedicated to delivering meaningful customer experiences across the entire customer journey.

Your new colleagues will include the strongest CX minds from a global talent pool. You’ll be in good company.

Together we transform brands through our unique approach.







Your future

Helping brands strengthen their consumer relationships is what we’re all about flexing and blending our creative and data skills to make each and every interaction truly meaningful .

But it’s not just brands we empower. Working for Havas CX helia means you’re working for a company that loves to empower its people , too.

While you bring the can-do, entreprenial attitude, we’ll equip you with the skills to pull off big ideas and everything else you need to make the most of your natural talents.

Both professionally and personally, we help you make a difference so you can enjoy a rewarding career in our industry.

Be curious

Spot connections and behaviours, look for trends and consider new perspectives. Found something fascinating? Shout about it to inspire others.

Be the first to seek out new tech or the latest innovation to open up new opportunities.

Be brave

Put yourself out there rise, rally and relish the challenge.





When you give it everything you’ve got you create better results.

Find ways to say yes’ and show others the way. Take responsibility for successes and learn from failures and move on!

Be ambitious

Have a thirst for knowledge and an appetite for success. Aim for exceptional and raise the creative bar constantly think how and where you can add value and creativity its not just down to the Creatives! Know your client’s world and be an expert in your own.

Love what you do, be proud and enjoy every achievement.

Be passionate

Bring positive energy and enthusiasm every day. Love your craft, whatever your role to inspire, produce and sell big ideas.

Champion the work, the team and yourself.

Be collaborative

Be open to having your thinking tested. Know where you can help and when you need help.





Pitch up, play your part, trust each other and the process.

Go for win-win every time.

Role Senior Strategist

Reporting Into Strategy Director / Strategy Partner

Reports Junior Strategist / Strategist (tbc)

Responsibilities

Facilitating the Brief

- Work closely with client partners and clients to define, interpret and operationalise the comms task
- Lead the client and internal team in defining and developing a complete and clear brief
- Provide clear recommendations to the client

Insight and Knowledge Application

- Expert knowledge of the consumer, brand and marketplace and ability to utilise and translate that into insightful strategies
- People come to you, because they know you'll have the answer - or be able to find it quickly






- Refining clear and compelling insights that help shape exciting and inspiring creative briefs
- Developing clear recommendations and strategies across the wide gamut of Customer Engagement platforms

Creative Writing and contributing to the creative development process

- You have excelled in brief writing skills - you can write strong briefs that are succinct, articulate and inspiring
- Support junior members by guiding / teaching them how to write better briefs
- A strong partner to creative team and ability to work with them to shape and sell in the creative ideas
- Writing in depth analysis and award entries for successful campaigns.

Leading the campaign planning process helping us get to great work through robust,





strategically sound and brave thinking

- Taking briefings from clients alongside team members
- Defining research requirements and supporting delivery of insight work by partnering with data and insight teams
- Delving deeply into agency R+I tools and structured / unstructured data to discover buried nuggets to drive the strategic planning process
- Refining clear and compelling insights that help shape exciting and inspiring creative briefs
- Developing clear recommendations and strategies across the wide gamut of Customer Engagement platforms digital advertising, web, mobile, DM, EM, social etc
- Ensuring there are defined success metrics for each campaign, that results are captured and learings acted upon






- Championing and supporting the quality of creative output throughout the development process.
- Ensuring a complete and clear brief has been completed in partnership with client services and in collaboration with the broader strategic team (such as data, UX, innovation, or content as necessary)
- Respond to briefs whether creative or strategic - and draw on support from senior team members as and when appropriate.

You can demonstrate how the suggested approach will answer the brief, highlighting any dependencies and caveats, and manage internal stakeholders so there is absolute clarity around scope and deliverables

Writing and presenting take the complex and make it simple, exciting and compelling, through the art of storytelling

- Ensure a clear narrative flow and story to client presentations through strategy,





ideas and implementation
- Presenting and selling the ideas or solutions proposed, getting clients excited as to their distinctiveness and relevance
- Writing in depth analysis and award entries for successful campaigns.
- Tell clear & compelling stories that successfully sell our work to your clients
- Clearly and succinctly articulate the benefits and drawbacks of a range of different solutions and can make clear recommendations on this basis as a result, you inspire confidence in the client and internal stakeholders.

Driving the thinking agenda within the agency Inspiring those around you to think more ambitiously and bravely

- Ensuring you are always fully informed about the areas we operate in, sharing where appropriate with colleagues and clients






- Participating and leading of intra-team discussions to help keep our minds sharp and at the bleeding edge of thinking.
- Writing articles and thought pieces to be shared both internally and externally.

Customer Relationship and journey planning be confident planning end-to-end customer journeys and / or discreet moments within the overall customer journey for improvement

- Understand current journeys & their effectiveness
- Informed by data & insight, identify customer pain points / moments for improvement across the customer journey
- Use key customer journey planning tools (comms framework, contact strategy mapping, messaging matrices etc) as we move from strategy to implementation
- Work with Data to define business rules, prioritised testing strategy, measurement framework etc
- Managing multiple client stakeholders, to take them om the journey with us
- Leads development of customer journey planning with strong understanding of customers and how they behave at different stages and in various channels.
- Strong partner to your clients and internal teams, including more senior clients to help define, interpret, and operationalize the communications task
- Lead them, providing strong strategic direction for all shapes and sizes of initiatives
- Participating and leading of intra-team discussions to help keep our minds sharp and at the bleeding edge of thinking
- Technical know-how, with a desire to understand, evaluate and leverage new & emerging technologies & data sets

Attributes / Competencies

- Strong PowerPoint, excel and word skills
- Participate in an inspiring, collaborative, hard-working team environment.
- Constantly drive to up standards and willing to receive continuous feedback on output and behaviour
- Lean into a culture of creativity, innovation and lateral thinking in the solving of consumer problems, and client and creative challenges
- Be attentive, listen well and consider everyone’s POV but have the courage of your convictions. Be the decision maker when needed
- Be open minded. If others aren’t convinced by your argument, be willing to go back and strengthen your story or start again
- Be entrepreneurial. Hunt for, and spot, opportunities, be proactive, jump barriers. and understanding revenue is invaluable.
- Be a craftsperson. Take pride in your work, be diligent, be brave
- Be a great storyteller. Deliver work that clients believe in
- A laser-like focus on being the champion of the consumer, with a clear-headed approach to problem-solving with consumers’ interests in mind
- Craft. The ability to produce insightful, cogent and compelling strategies
- You don’t get a kick out of strategy for strategy’s sake you want to make stuff that we put into the world into the hands of our clients’ customers and that makes a meaningful difference in those customers’ lives
- You’re collaborative in your approach, acknowledging that good ideas can come from anywhere and that Strategists don’t have a monopoly on the truth.

You take your agency and client teams on the journey with you no ta-da’ moments here

- You build a strong partnership with your Creative colleagues, especially your CDs, working to inspire the best possible creative work that works
- You’re passionate about CRM & CX. You have a point of view on direction of travel in the industry and keep the agency & our clients ahead of these changes
- You’re ambitious for yourself, the agency and your client; setting high standards for yourself & those around you
- You have a grasp of research methodologies, resources, frameworks and tools for insight development, measurement and evaluation and are always looking for opportunities to learn more about them, and to identify opportunities to apply them either on existing briefs, or as pro-active projects
- Keeping abreast of the constantly evolving tools, techniques and channels that can be used to influence consumer behaviour
- You have an eye for detail and ensure work is delivered to acceptable quality and level of finish.

LI-TG1

Contract Type : Permanent

Permanent

Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination.

We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.

▶️ Senior Strategist - CRM & CX
🖊️ Havas Helia
📍 London