Senior Customer Experience Consultant, Dotdigital
Omnichannel marketing automation platform
Be an early applicant
Omnichannel marketing automation platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To empower marketers to achieve their goals in faster and smarter ways.
Role
Who you are
- You will have 5+ years of hands-on experience creating advanced omnichannel marketing campaigns for large customers that can be proven to increase results within an ESP, CRM or Marketing cloud solution
- You will have a deep understanding of email and omnichannel marketing best practices, customer retention, e-commerce and customer data strategies covering such things as deliverability metrics, open/click-through/conversion rates and list quality
- You can demonstrate how you have led or convinced teams to implement your strategies
- You will analyse the customer's current and future needs - specifically their platform use - and present recommendations for overcoming obstacles limiting their success
- You will create and deliver workshops and strategy sessions based on your research into the customer need
- You will become a Dotdigital platform expert. Ensure platform knowledge is second to none. Work with your colleagues to ensure your platform knowledge is shared
- You will develop a high level of knowledge of our personalisation product, Fresh Relevance
- You will have strong analytical skills, ability to derive meaning from KPIs, A/B testing and ROI, as well as
- You will have experience creating written documentation to support deliverables
- You will assist the partnership team in successfully enabling our strategically important partners to become subject matter experts and self-sufficient. Having experience working partner side will be preferable
- You will be an excellent communicator and presenter, and lead sessions, engage various audiences and influence customers and colleagues at all levels of business
- You will be comfortable speaking at marketing events and trade shows on omnichannel customer experience, data strategies and best practices. Having experience on the customer side will be preferable
- You will contribute to the thought leadership material produced by our marketing team
- You will be a Dotdigital evangelist in our growing community, speaking and creating content that opens people's eyes to the platform's full potential
- Where needed, assist the Direct Sales and Customer Success teams in sales pitches and meetings to demonstrate our ability to work strategically to help customers achieve their goals
- Provide platform feedback to the Product Team on areas for improvement of existing features, feature gaps, and ideas for its future direction
- Using your expert opinion, identify common customer challenges that, if overcome, would drive greater business success and feedback to improve the customer lifecycle
What the job involves
- This is an exciting new role in the Key Accounts Team of our Customer Success Department
- This is a non-targeted, non-commissioned role
- You will help our biggest and best customers and partners get maximum value by assisting them to create and implement award-winning customer experiences using our Dotdigital platform
- You will help them turn their omnichannel and data strategies into reality
- Sometimes, this will be done by being hands-on with the platform in their scenario, but more commonly, it will be done by offering guidance and showing best practices
- Mostly, your time will be not chargeable
- Instead, your manager will allocate you to strategically important customers and partners to help them increase their results, deepen their knowledge, and maximise their likelihood of growing or renewing
- The role is part Marketing Consultant, part Customer Success Manager, part Partnerships Manager, part Technical Adoption Consultant, and part Platform Evangelist
- As such, you will be adept at swapping approaches and strategies based on what is right for the customer
- You will have a wide range of hard and soft skills in the marketing technology arena; all honed to a very high level by having 5+ years of experience working in the space
- In this role, we expect you to be a Dotdigital platform expert - very soon, your knowledge will be second to none
- This role is in the Key Accounts Team, but you will form high-performing relationships with other teams and individuals in different departments
- You will work closely with the Personalisation Platform Adoption team, which performs similar tasks but with a narrower focus on Personalisation and using the Fresh Relevance platform
- You will also work closely with the Senior Strategic Adoption Consultant, who helps the Key Account team prepare for customer Quarterly Business Reviews (QBRs) by identifying strategic areas of improvement
- The role can be done remotely first, but you will be expected to travel to client-facing customer meetings and attend the office for large internal meetings
- At Dotdigital, we are task-orientated, not clock watchers
- As such, we are flexible on your working day, and we trust our people to manage their day and workload accordingly
Salary benchmarks
Our take
Dotdigital builds an omnichannel marketing solution for B2C, B2B, and NFP marketers. The company serves thousands+ of brands around the globe, counting British Airways, Royal Aeronautical Society, Barbour, Accolade Wines, and City & Guilds among its clients.
Marketers using Dotdigital can create hyper-targeted marketing campaigns that increase businesses' marketing ROI, boosts sales revenue and attracts more qualified leads. What's more, Dotdigital sets itself apart by being the world’s first carbon-neutral marketing automation platform.
Dotdigital's main priority is developing new data-driven digital marketing features in order to increase its customer base. New product launches and strategic investments are key to the company's continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- Wellbeing reward
- Paid Sick Leave
- Healthcare
- Medical Cashplan
- Paid Eye Tests
- Annual performance bonus or commission plan
- Loyalty reward
- Employee of the year
- Dotdollars rewards
- Referral schemes
- ShareBuy and ShareReward Schemes
- Dotdigital day
- Enhanced parental leave
- Volunteering
- Christmas holiday closedown
Company HQ
London, UK
Leadership
Simon Bird
(Co-Founder)Previously studied Computer Science at Royal Holloway, University of London. Co-Founded Dotdigital after graduating in 1999.
Tink Taylor
(Co-Founder & President)Since co-founding Dotdigital, became an Email Marketing Council Member for DMA in 2006 for 15 years. They have also been an E-communications Council Member for 6 years at IAB.
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