CX Strategy Lead

Posted Date 4 weeks ago(31/08/2021 1:12 AM)
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About The&Partnership

At The&Partnership we bring ideas and technology together to power brands and businesses. As one of the world’s fastest-growing independent agency networks, we are increasingly known for developing bespoke new model agency solutions for clients across the globe.


We call this The&Model and the premise is very simple. Agency Creative, Strategy, Media, PR and Data/CRM, all working side by side, solving problems as one collaborative team with the client.


A rapidly changing market requires a radical new approach to marketing. We work alongside our clients’ marketing departments – often with other agency partners – in new, nimble ways to deliver highly creative, data-driven work quickly and efficiently.


Backed by the might of WPP and GroupM, we’ve seen record growth over the past two years – expanding across 17 new markets and doubling in size against a challenging industry backdrop.


Content Studio

In September 2020 The&Partnership was appointed to build a global in-house content agency for a tobacco client’s new category products. The appointment was driven by the client’s desire for a new global digital partner to help them transform how they produce digital content to support the global growth of new category brands. The&Partnership will be responsible for the end-to-end content framework, from setting digital strategies across social, CRM and web to content creation and global delivery. The newly formed Content Studio will be a fast moving ‘marketing newsroom’ building banks of creative assets, that are created, distributed, measured and improved in real time. The content produced will be for products that offer customers a greater choice of more enjoyable, less risky products and not for traditional cigarettes. The agency will play a pivotal role in accelerating the growth of these new categories which reduce the health impact of the client’s business.


The Role

You will be part of the content studio leadership team, working closely with the Business and Creative Lead as well as the main stakeholder from Client who is a Customer Experience and Digital Transformation Expert. The purpose of this role is to develop strategy and experience design new plans and evaluate existing plans for Client’s digital marketing and service-based engagements. The role requires the ability to understand Client’s business objectives and translate them into appropriate customer experience solutions. This will be enabled by a high degree of collaboration within the Client team.


Key Responsibilities

  • Customer Experience strategy; analyzing current state vs. business opportunity, creating gap analyses, developing recommendations and roadmap/backlog, and guiding solution architecture. 
  • Journey analysis and mapping; working to develop journey-thinking as a core skill– applied to BX and CX projects alike – and designed to ensure we leverage data to best understand consumer experiences and content/service interaction to ensure journeys are optimized. 
  • Innovation: engaging with clients within the context of their business challenges to identify opportunities to enhance their digital experiences through innovation. Focusing on technology, applications, or enterprise solutions and applying design thinking to drive Client’s business growth. 
  • Leading the strategy team including a Content strategist / planner for digital / social, CRM strategist and a Social strategist

Core Duties 

  • Leading the strategy team by driving a highly integrated and collaborative way of working with Client team members so that it feels like one team
  • Core Experience Strategy: has the ability to analyze the market, understand users’ pain point, and do the competitor analysis. Independently work out the digital experience strategy according to the customers demand, refine, and analyze the needs from users, from clients, and from the products, can integrate the needs within the total ecosystem, make judgment on industry trends, plan and drive the industry-leading strategy.
  • User Scenario/Journey Design: Create more user scenarios based on the experience strategy and maximize the task and output of the digital experience strategy.
  • User research: Familiar with the methodology, can guide team members to develop research proposal and questionnaires, participate in the research process, independently completethe research report which includes but is not limited to customer needs research and findings, user needs research and study, usability testing and user experience assessment etc.
  • Data-Driven User Experience Optimization: understand monitoring data, make suggestions based on data analysis and deliver the reports.


Skills and Experience Required

  • Required years of experience: 8-12years (experience in marketing technology, digital transformation or customer experience strategy in agencies or relevant industries)
  • An authority in user experience design, analytics and web technology practices
  • Experience consulting in an environment with multi-country/cultural teams, working with client stakeholders across marketing, strategy, analytics, technology & IT
  • Working knowledge of Adobe and/or Sitecore technology including CMS, DAM, ecommerce platforms
  • Working knowledge of Adobe and/or Google Analytics platform
  • Working knowledge of Salesforce sales enablement technologies and marketing automation platforms


Personal attributes

  • Excellent interpersonal skills
    -Ability to build trusting client relationships
    -Strong collaboration across GOJ internal teams – creative, client service, PMO, strategy
  • Can lead or support multiple engagements under significant deadline pressure
  • Expert level written and verbal communication skills, including ability to present to executive groups
  • Self-starter and able to collaborate across a wide span of practice lines
  • Collaborative team player, open minded, transparent and non-political
  • Relentlessly curious about people, technology, brands, design and business
  • Self-starting, proactive and prepared to put in the hard yards to deliver excellent creative output


Language skills

  • English Language minimum: Business
  • Japanese (added benefit)


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