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Director, Strategy
Possible
Seattle, WA, United States
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Who we are:
We’re unique among Seattle agencies not only because of our global client roster but because of how we work. We believe in great creative above all else. We believe an idea can come from anywhere, which is why we eschew ego in favor of collaboration. And why we use data the right way: to inform our award-winning ideas. We’re headquartered in downtown Seattle’s historic Times Square Building, which says a lot about us too. We’re the perfect blend of art and innovation, bedrock and badassery. Join us today to help shape the future of digital.
Who we are looking for:
POSSIBLE is looking for a Strategy leader to drive Customer Lifecycle Marketing (CLM) programs for a key client that is defining the future of entertainment and technology. We are looking for someone with experience in CRM, customer loyalty or lifecycle marketing and who is hungry to help our client build a more efficient, effective and modern CLM program – achieving business goals while also providing a superior experience for customers.
The ideal candidate takes a data-driven approach to architecting customer journeys, illuminating opportunities for engagement and delivering deep customer value when it matters most. You are innately curious and can identify key insights help us understand what moments in the journey we must win, what information customers are looking for, what channels they use and what messages/content deepens the brand relationship and influences customer’s decisions.
We are looking for someone who is a respected leader, strong collaborator, great presenter, and motivates teams and clients forward with ease. The ideal candidate will be excited to build multi-channel CLM plans and strategies, find new and interesting ways to understand the consumer and bring fresh ideas on how the client can enhance their lifecycle marketing.
What you’ll do:
• Develop overarching strategic and tactical plans to reach our client’s Customer Lifecycle Management (CLM) objectives including retention, NPS and engagement to maximize life-time value and loyalty.
• Develop deep insights into customer beliefs, attitudes, motivators and barriers across the entire customer journey, leveraging primary and secondary research and social media listening.
• Lead development of customer experience programs using a multitude of channels and platforms as appropriate including email, direct mail, mobile and social.
• Develop creative briefs and brief internal teams.
• Partner with Marketing Sciences to develop robust testing agendas, measurement plans and review program results to ensure continued improvement of the existing programs.
• Oversee development and implementation of business rules for complex CRM campaigns.
• Maintain up-to-date of knowledge of evolving CRM best practices.
• Collaborate closely with other vendors and account leads to ensure strategic consistency across program elements.
• Understand the key trends that drive consumer behavior and affect the way that brands communicate with their customers – always living at the intersection of brands, culture and creativity.
• Advance POSSIBLE’s marketing capabilities by identifying trends, understanding the competitive landscape and crafting innovative programs.
• Represent the strategic planning group at POSSIBLE to clients and other agencies in meetings and leverage our offerings to solve client problems across the digital space.
• Provide leadership and mentorship to direct report(s).
What you’ll need:
• 10+ years of strategy experience in a digital and/or creative agency with significant experience in customer relationship management or customer experience with large B2C clients.
• Bachelor’s degree in Marketing, Business or Communications preferred.
• Experience mapping and understanding customer journeys, brand touchpoints and pain points.
• Solid organizational and project management skills, including strong follow through skills and the ability to manage and prioritize multiple projects, deadlines and work streams.
• Experience managing strategic talent.
• Excellent written, verbal and presentation skills.
• Passionate about digital marketing and customer experience.
• Highly collaborative; team player; experience working with large B2C brands.
• Experience working with VP-level clients and across entire organizations.
• Able to craft compelling strategic stories from a variety of inputs and information.
• Comfortable working with creative, account, media, and analytics teams.
• Excellent writing, editing and presentation skills with strict attention to detail.
About POSSIBLE:
POSSIBLE is a creative agency that cares about results. We back up every idea with real-world insights to create work that makes a difference—and makes a measurable impact. With more than 1,500 employees around the globe, POSSIBLE brings results-driven digital solutions to some of the world’s most dynamic brands, including Microsoft, Procter & Gamble, AT&T, Shell, and the Coca-Cola Company.
By design, we are visionaries, innovators, and pioneers. If that describes you too, then by all means, get in touch—we’d love to work with you.
POSSIBLE is a WPP Digital agency.
Follow POSSIBLE on LinkedIn: https://www.linkedin.com/company/1915024
Twitter: https://twitter.com/POSSIBLE & https://twitter.com/WORKatPOSSIBLE
Facebook: https://www.facebook.com/POSSIBLE.com
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.