CRM/CX Strategist

We’re working on behalf of an award-winning independent agency that blends data, creativity and technology to deliver exceptional customer experiences. With a growing portfolio of well-known B2C and B2B brands, they’re known for creating work that not only looks great but also delivers measurable impact.

Due to continued growth, they’re looking for a commercially minded CX Planner/Strategist to join their Strategy team. This is a key hire for the agency, someone who can sit at the intersection of data and creativity, helping to shape the way customers experience and engage with brands.

The agency is known for its collaborative and people-first culture, where personal development is genuinely supported and encouraged. Their work spans a wide range of sectors including retail, travel, tech, automotive and finance, and they take pride in their inclusive values and ethical business practices. Flexibility is built into how they work, offering a mix of remote, hybrid and in-office collaboration to suit each team and project.

About the role:
As CX Planner/Strategist you’ll play a lead role in helping clients understand and unlock the value of their customer data, building customer journeys and strategies that drive meaningful, measurable change. You’ll work across multiple accounts and projects, influencing senior stakeholders and partnering closely with creatives, analysts and client leads.

As a CX Planner/Strategist you’ll:

• Lead the development of strategic comms and CX plans rooted in data and insight
• Facilitate strategy sessions and QBRs with a focus on performance and continuous improvement
• Translate complex data into clear, customer-centric recommendations
• Design measurable journeys and campaigns across digital and offline touchpoints
• Act as a strategic partner to clients, becoming a trusted voice in key conversations
• Champion collaboration internally, bringing teams together to deliver joined-up thinking

What we’re looking for:

• A background in strategy, CRM or planning, ideally agency-side
• Strong understanding of how data and insight drive customer experience and ROI
• A confident communicator who can simplify the complex and influence at all levels
• Experience creating measurable plans with clear KPIs
• A natural collaborator with a curiosity for what’s new and what’s next

Bonus if you have:

• Experience with customer journey mapping, CRM tools or martech platforms
• Knowledge of broader market or consumer trends relevant to brand planning

This is a fantastic opportunity to join an agency where strategy leads the work and where you’ll have the space and support to grow your career.

If you’d like to find out more, we’d love to hear from you.