Director, Customer Engagement Strategy

Overview

The Lacek Group (TLG), a specialty agency of Ogilvy & Mather, is a fast-growing customer engagement agency. We work at the intersection of brands, data, and creativity to help industry-leading companies build and strengthen relationships with their best customers.

Director, Customer Engagement Strategy

The Director, Customer Engagement Strategy serves as the omni-channel marketing program SME

Responsibilities

Develop world-class customer centric omni-channel experiences

  • Become the trusted advisor of colleagues and clients
  • Serve as an agency steward for best practices for customer centric content and channel plans
  • Respectfully challenge colleagues and clients when you know there is a better way
  • Identify opportunities to earn incremental work from clients
  • Collaborate with analytics teams to integrate test, learn and optimization approaches into omni-channel plans
  • Provide account leaders and team consultants with support by developing communication strategies that align with business objectives and meet the needs of customers
  • Ensure recommendations align with target audience needs and leverages insights from previous campaigns
  • Continually utilize secondary and primary research to develop recommendations
  • Support new business development proposals, including case study development.
  • Maintain good familiarity with the CRM space and develop recommendations as needed, including all digital, social media, mobile, print and experiential integration as well as new and emerging media.
  • Work with the account and analytics team to ensure cutting edge channel and customer contact strategies are imbedded in new loyalty/retention program design.

Qualifications

  • Bachelor's Degree in marketing, business or related field; advanced degree preferred
  • 5 or more years experience in direct and email marketing and CRM strategy. A deep marketing strategy background is required.
  • Agency experience is preferred, but a strategic client-side experience will also be considered
  • Demonstrated relationship-building and advising/partnering skills
  • Conscientious, dependable, resourceful, self-motivated
  • Manages time effectively, understands instructions and works independently and well as with a team
  • Flexible and adaptable to different work styles
  • Able to travel up to 25% of the time
  • Excellent written and verbal communication skills

You'll love working at The Lacek Group – smart people, great environment, engaging culture, comprehensive benefits and fantastic growth opportunities. Your confidential inquiry is encouraged.

The Lacek Group

900 2nd Avenue South, Suite 1800

Minneapolis, MN 55402

The Lacek Group is an Equal Opportunity Employer


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