Senior Manager, Customer Value & Marketing Strategy

Publicis Groupe · Melbourne

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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.

Publicis Sapient is partnering with a key client to turn customer intelligence into a competitive advantage, leveraging a sophisticated Customer Lifetime Value capability to drive growth and customer outcomes.

The technology and models already exist. The opportunity now is to translate customer intelligence into measurable business outcomes by identifying the highest-value use cases, proving impact through experimentation, and embedding customer value thinking into business and marketing decision-making.

This is a highly visible strategic leadership role sitting at the intersection of customer strategy, marketing transformation, loyalty, data and commercial growth.

You will work with senior client stakeholders to shape the customer value agenda, lead a multidisciplinary team of data specialists, and translate insights into initiatives that improve customer engagement, retention, loyalty and revenue growth. Beyond the immediate client engagement, you will help shape a repeatable customer value framework that can be applied across other Publicis Sapient clients and industries.

Your Impact

Lead Customer Value Strategy

• Define and prioritise initiatives that use customer value insights to improve commercial outcomes.
• Build business cases and strategic roadmaps that align customer, marketing and business objectives.
• Translate customer intelligence into clear recommendations for executive stakeholders.

Partner with Senior Stakeholders

• Engage with leaders across Marketing, CRM, Digital, Sales, Customer Experience, Data and Technology functions.
• Build trusted relationships with executive sponsors and agency partners.
• Facilitate alignment across multiple teams to drive adoption and execution.

Drive Business Impact 

• Design approaches to measure success, including experimentation, test-and-learn frameworks and value tracking.
• Ensure insights and recommendations translate into tangible business outcomes.
• Help clients embed customer value thinking into planning, investment and decision-making processes.

Lead and Guide Delivery team 

• Provide strategic direction to data scientists, analysts and delivery teams.
• Translate business challenges into hypotheses, opportunities and workstreams.
• Maintain high standards of quality, rigour and commercial relevance.

Grow the Opportunity 

• Identify opportunities to expand the scope and impact of the engagement.
• Support account growth, proposition development and new business opportunities.
• Capture and codify successful approaches into reusable methodologies and playbooks.

Skills & Experience

• Management consulting experience at a leading firm, at Senior Manager level or clearly ready for it. You bring the full strategy toolkit: structuring ambiguous problems, operating model and process design, business case development, and communicating with clarity and authority to an executive audience
• Genuine depth in marketing or customer strategy. This is the core domain the role operates in, so it needs to be substantive, whether built in a dedicated marketing and customer consulting practice or through operating time inside a marketing, CRM or customer function. Advisory exposure to marketing without real domain fluency will not be enough
• Strong analytical judgement. You will direct data scientists, interrogate model outputs, and design measurement that stands up to scrutiny. You do not need to build models, but you do need to know when one is being oversold
• A track record of leading complex, multi-party stakeholder environments where you hold no formal authority over most of the people you need
• Experience leading a delivery workstream or team end to end, and developing others
• A demonstrable record of growing an account or winning new work: identifying the opportunity, building the relationship, and seeing it through to a signed scope
• Commercial acumen: comfortable connecting analytical work to gross profit, and equally comfortable holding a fee conversation

Set Yourself Apart With

• Loyalty programmes, customer value management or lifecycle marketing
• Customer analytics, segmentation, retention or churn management
• Customer data platforms and marketing technology ecosystems
• Salesforce Marketing Cloud, Salesforce Data Cloud or related platforms
• Automotive, retail, telecommunications, financial services or consumer-focused industries
• Designing and evaluating test-and-learn or incremental measurement programs
• Leading customer transformation initiatives across multiple clients or business units
• MBA or equivalent postgraduate qualification

• 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
• 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

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