Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.
Overview
Your Impact
- Lead customer experience strategy initiatives, ensuring alignment with business objectives and customer needs.
- Act as Strategy Plus leader delivering CRM propositions, lifecycle journeys, and core flows.
- Analyze and harmonize CRM data across markets to inform planning, optimization, and campaign performance.
- Coordinate with Category teams & Market CRM leads to manage and optimize campaigns.
- Ensure data availability and quality, leveraging insight to shape strategy.
- Align deliverables and expectations across markets; ensure consistency and standards adherence.
- Lead the strategic roadmap for test‑and‑learn, analytics, and continuous improvement.
- Drive market adoption of global CRM enablers and central planning.
- Provide leadership and guidance to the team.
- Support the CRM Product PM in delivering standards, ensuring operational excellence, and value realization.
Qualifications
Skills & Experience
- 8+ years of experience in marketing strategy, customer experience, or data analytics.
- Strong understanding of customer experience frameworks, journey mapping, and touchpoint optimization.
- 5+ years in CRM/lifecycle/marketing automation strategy.
- Experience managing multi‑market CRM programs.
- Strong analytical and data interpretation skills.
- CRM platform experience (Optimove preferred; Salesforce or similar is a plus).
- Experience with segmentation, triggers, journeys, and omnichannel CRM.
- Exceptional leadership, communication, and stakeholder‑management skills
- Ability to translate data insights into actionable marketing strategies.
- Strong project management skills with the ability to lead cross-functional teams.
Set Yourself Apart With
- Experience in customer experience strategy consulting.
- Knowledge of AI-driven personalization and automation in marketing.
- Certifications in customer experience strategy, digital marketing, or analytics.
Additional information
- An inclusive workplace that promotes diversity and collaboration.
- Access to ongoing learning and development opportunities.
- Competitive compensation and benefits package.
- Flexibility to support work-life balance.
- Comprehensive health benefits for you and your family.
- Generous paid leave and holidays.
- Wellness program and employee assistance.
As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hiring@publicis.sapient.com
