Frog - CX Transformation - Loyalty - Senior Manager

Why Join frog?

Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. Were inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.

Joining frog means youll be joining the pond, a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets.

frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community and the world at large.

What you will be doing

We are looking to hire a Senior Manager to help grow and develop our customer engagement and loyalty capability. In this role, you will drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers.

You will set clear direction on customer engagement and loyalty, leading high performing teams to deliver measurable business outcomes. You will be accountable for loyalty led, CRMenabled customer engagements across strategy, experience and business transformation, enabled by data and technology. You will support clients through proposition and programme design, launch, evolution and optimisation at global or multimarket scale.

You will be responsible for identifying and shaping new opportunities to grow our business, leveraging your knowledge, network and experience to develop compelling engagement and loyalty led offers and proposals for clients.

With one eye on the future, you will thrive in a fast changing customer engagement and loyalty landscape, shaping thought leadership and actively developing the capabilities of our people and craft. You can balance designing the experiences of today, whilst looking at how AI and innovative technologies can reinvent the business of tomorrow.

An Overview Of The Role

This role is an exciting leadership position focused on customer engagement and loyalty, enabled by CRM, marketing transformation, data and technology.

Client delivery

You will lead loyalty and CRM client engagements across various stages of customer engagement and loyalty transformation - defining propositions and future state visions, business casing, loyalty and CRM-enabled programme design, transformation roadmap development and launch planning.

You will help clients embed deeper customer engagement across their wider loyalty, marketing and customer ecosystem, ensuring programmes are tightly connected to data, platforms, journeys and operating models.

You will work collaboratively with technology and data teams to provide guidance on platform selection, strategy, enablement, optimisation and governance.

You will be responsible for delivery excellence, commercial robustness and governance across your engagements.

You will work with clients to identify challenges and opportunities for innovation that will enable them to deliver on their goals with a focus on customer centricity and business outcomes.

Business Growth

You will build client relationships within our existing accounts and leverage your own external network to identify new opportunities to grow our loyalty client base and pipeline.

You will develop internal relationships across frog and wider Capgemini to build understanding of our loyalty offering and win loyalty work with existing clients.

You will lead and design relevant solutions proposals and bid responses to engage key stakeholders and win new business.

You will contribute to thought leadership and propose go-to-market activities to raise awareness of frogs customer engagement and loyalty capabilities across industries. You can push the boundaries of what elevating loyalty experiences means for brands and consumers, leveraging advances in AI to deliver exceptional outcomes.

Coach and Role Model

Both on client projects and internal work, you will lead and coach colleagues to achieve their potential and deliver their best work

You will role model frog and Capgemini values and behaviours.

What We Look For

You will have some of the following experience:

• Extensive previuos experience in consulting, industry or agency roles focused on customer engagement and loyalty, with…