CHE Proximity is looking for a Senior Experience Planner in Melbourne, Australia. If you meet the requirements below, you will be eligible to apply via Digital Marketing Community.

Job Responsibilities:

• Cooperate with the director of an experience, account service and clients to define objectives and success metrics for agreed CRM / Customer Experience Strategy.
• Recognize and create an appropriate CRM / Customer Experience Plan to meet objectives.
• Provide workshops for clients; including conducting any relevant research and gathering inputs that will be used during the session.
• Operate with clients to map current and future state customer journeys and cross-channel interactions.
• Translate and analyze data/results to optimize CRM / customer journey implementation.
• Identify opportunities and moments of disproportionate impact across the customer journey, across bought and owned channels.
• Can connect across the agency – able to find the right subject matter experts and synthesize their input into your recommendations.
• Improve contact strategies and messaging matrices to handover to the creative team for development and execution.
• Determine requirements for data analysis and performance measurement to support strategy and plans.
• Understood data structures and sources. Brief and collaborate with data scientists to deliver data insights and performance indicators, to enable the continual improvement of the customer experience.
• Able to translate strategy into creative briefs and see the work through to ensure it meets recommendations.
• Work alongside UX, creative, data and media team in order to better execute and complete the customer journey.
• Present strategic recommendations and outputs to clients.

Job Requirements:

• Minimum 5 years experience in a similar customer experience role (with a focus on experience/journey mapping), in an agency, consultancy or internal client.
• Demonstarted understanding of the brand and direct response advertising, measurement and tracking campaigns and effectiveness.
• Strong understanding and appreciation of Customer strategy in owned channels; CRM Strategy, Customer Lifecycle Management, Customer Journey strategy.
• Effective experience in designing and assessing customer journeys.
• Proven track record in the use of Microsoft Visio (preferred) and/or Omnigraffle.
• Ability to understand database structures, know how to approach data led initiatives, write data briefs and partner with data scientists to make complex data easy to understand.
• Proficient experience in interpreting data analysis to uncover behavioral insights, create actionable strategies and drive communications output.
• Passionate about how ideas work and how they deliver a commercial return.
• A disciplined, efficient approach to problem-solving with the ability to be both rigorously analytical as well as intuitive.
• A profound curiosity and interest in customer experience, consumer attitudes and behavior and the implications for how we communicate.
• Highly developed listening and communication skills in a client environment, and within the agency.