CX job of the week: Iris

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

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This week: Customer Experience Director – Iris –  London, UK / Hybrid

Marketing experts, Iris are looking for a CX Director to join us and help ensure that customer centricity sits at the heart of everything they do – someone who, over their career, has developed the perfect blend of customer and commercial thinking.

Responsibilities

• Lead strategist on a number of Iris' biggest clients and projects – Samsung, Halfords, Policy Expert and more. This will require you to bring extensive customer marketing thinking and experience into the briefs and opportunities they have; CRM, loyalty, digital, social and wider data driven strategy.
• Own the strategic process from briefing, through research and idea development to creative execution.
• Help create customer, category, company and competitor insight – through data, third party sources and research techniques, synthesis and presentation inspiring others strategy and creative teams.
• Inspire and support the design, development and delivery of the communications, activations and programmes – working alongside data strategists, creatives, campaign manager and content producers, to design, deliver and optimise contact strategies.
• You will champion marketing effectiveness – defining objectives, measures and demonstrable outcomes that will help lead to case studies and award entries.
• You will help support and champion CX across the network, helping Iris' other offices on strategic projects.
• You will play a lead role in new business opportunities working with cross agency and integrated strategy teams – helping shift the centre of gravity towards CX centred projects.
• Manage, mentor and coach senior strategists and others in the team.
• Opportunity to work on smaller projects and new business pitches to complement this core accounts.

Requirements

• Experience of developing and leading CX & CRM strategy and journey improvement programme construction.
• Significant experience in defining and delivering effective omni-channel experience & journey improvement programmes – customer journey, experience mapping, contact strategies and test and learn programmes.
• Strong experience in understanding customer needs, behaviours and development of actionable insight from multiple data sources – data analysis, research, customer groups, stakeholder interviews.
• Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively.
• Confident and articulate communicator capable of inspiring strong collaboration in an organisation.
• A strong background in fast paced and reactive multi-channel campaign execution.
• Project management and excellent organisational skills – ability to work at pace and manage multiple projects efficiently & effectively is essential.
• Process-driven with a strong eye for detail.
• A team focused self-starter. You’ll enjoy getting stuck in and possess a degree of pragmatism and practicality which is an inevitable requirement of a truly integrated agency.

For further information and to submit an application, visit the Iris job board.