Data Driven CX Strategist

  • Data-driven CX
  • Athens, Greece

Data Driven CX Strategist

Job description

Satori is an Analytics Agency made with one simple vision: to give clarity in decision making through data analytics.

Whether it’s a cloud-based big data ecosystem for a global fintech or a machine learning model predicting churn for a leading retailer, Satori develops cutting edge analytics solutions, providing real value to its clients. Services cover the whole data lifecycle from data management and BI to ML and AI applications. For several clients we turn those analytics into data-driven marketing actions, using state of the art CRM and marketing platforms like Salesforce, Microsoft Dynamics, and Klaviyo. We pride ourselves on being leaders when it comes to helping established brands run successful data-driven CX ecosystems.

We are currently looking for a  Data Driven CX Strategist to refine our data-driven CX efforts and provide our clients with more value, helping them strategize and leverage their resources and the most sophisticated tools and methodologies.


Satori is a fast growing scale-up, well on track to become the leading data and analytics company in South-Eastern Europe. You will be part of a 60+ specialised tech team consisting of Data Scientists, Software Engineers, QAs, and CRM Specialists, delivering innovative data, tech, and customer experience solutions. The majority of our clients are household names and global brands in FMCG, retail, ecommerce, financial services, and travel, with a footprint in Greece but also across Europe and beyond.


What’s your day-to-day


You will be working in a vibrant environment, so you can never expect to have just another typical day at work. It’s definitely not your comfort zone, but you will never get bored, that is a promise.


You will help existing and prospective customers build up effective and positive interaction with their customers and ensure the customer's experience matches clients’ expectations, while still taking company needs and goals into account.


You are a self sustained consultant. You work daily with our clients on defining marketing and brand strategy related to MarTech ecosystem design and Direct-To-Consumer communication. You interact with our clients every day. You gain a deep understanding of their wants and needs, and translate that into excellent service and strong recommendations to them. You proactively look for opportunities to grow and expand the accounts.


You are also part of a team. You will collaborate with Satori’s CRM Specialists, Solution Architects, Developers, Data Engineers, Business Analysts, Project Managers, and QAs, to explain and direct marketing strategy implementation.


On any particular day you will be doing several of the following:

  • Communicate with the client about the marketing strategy, future needs, and planning.
  • Help to shape new proposals and upselling opportunities for both new and existing clients.
  • Come up with powerful CX and digital marketing strategies; providing clear recommendations on clients’ contactable base expansion, customer data enrichment and customer engagement optimization.
  • Define and report success criteria and KPIs for each project.
  • Participate in agile team meetings such as daily stand ups, sprint plannings, and retrospectives.
  • Liaise with clients / BAs / Product Owners to understand detailed requirements.
  • Participate in design sessions with a Solution Architect, Developers, Data Engineers, and CRM Specialists.
  • Help and guide CRM specialists to:
    • identify key customer personas for customers and map out the customer lifecycle.
    • analyse pains / opportunities in the current customer experience across the multiple channels.
    • design, create, and automate complex customer journeys.
    • perform customer segmentations and campaign impact measurement.

You will be using the latest cloud technologies, tools, and methodologies. Take it for granted that we’ll be investing in your continuous growth and development!

Job requirements

Ideal profile


You have: 

  • an MBA / Masters degree in marketing.
  • 3+ years of experience in Digital marketing experience.
  • fluency in English and Greek.
  • Practical and provable exposure to at least 4 of the top-level bullets below:


1. Marketing strategy

  • Strategic Marketing:
    • Fit CRM strategy in overall business strategy / positioning.
  • Direct-To-Consumer (D2C) & B2C Communication strategies:
    • Touchpoint selection (email, messaging, web, app, PoP, chatbot, …).
    • MarTech ecosystem design (CRM, Service, Ecommerce, Loyalty, …).
    • Role of non-owned and paid media (social, advertising, …).
    • Lead generation & funnel.
    • Integration of CRM with general brand strategy.

2. Consent Management

  • Consent Capture.
  • Consent Data Orchestration.
  • Consentable base expansion (see also below).

3. Journey design

  • Customer Journey Mapping.
  • Segmentation & targeting.
  • Best practice CRM flow design.

4. Loyalty program design

5. Contactable base expansion and customer data enrichment

  • Acquisition strategy (organic + paid).
  • Customer Journey Mapping, process optimisation.
  • Tag management, tracking anonymous users, Google Analytics, etc.
  • Offline data capture (from ERP, contracts, ….).

6.  Customer Analytics

  • Persona identification (qualitative, early-stage analytics with Sybil).
  • Customer Analytics recommendations:
    • which types of analytics will bring value to an organization?
    • which action would we recommend for each segment?

7. Impact measurement & optimisation 

  • KPI recommendations.
  • Consulting in case of underperformance on KPIs.
  • Continuous improvement recommendations (Advanced A/B testing).

8. 3rd party management

  • Find and engage with partners for non-core-business work items.
  • Engage with 3rd party vendors already working at the client.

9. Project management

Soft Skills / Additional skills

  • Client facing skills / Account management experience.
  • Broader business / strategy context.
  • Affinity with the role of technology in marketing.
  • Data-driven mindset: driven by KPIs / numbers / goals.
  • Team Player/ Positive Attitude.


Benefits


Our most important perk is offering you an energy-laden workplace, serving a big-brand client with a high-profile CX program, working with some of the market’s top talent, and an opportunity to see your work affecting big real-life business decisions. 


Apart from that, here are some highlights:

  • Competitive salary based on experience.

  • Private Insurance.

  • A great and fast laptop to do your magic.

  • Opportunity to work as part of a leading brand and one of the fastest growing loyalty programs.