Customer Experience Consultant

Job Title: Customer Experience Consultant

Location: Sydney

About SAP Emarsys

SAP Emarsys is a leading omnichannel customer engagement platform that empowers marketers to build, launch, and scale personalized campaigns that drive real business results. As part of SAP, we help businesses deliver highly engaging and personalized customer experiences at scale.

About the team

The APAC Strategic Consultancy team is part of the wider services team. We work with SAP Emarsys clients to help bridge the gap between them and the technology and drive key business objectives and help them realise value on the platform. We work alongside the customer success team and engage with customers who engage our team of experts.

Role Overview

We’re looking for a highly motivated and capable Customer Experience Consultant to drive outstanding results for clients in the APAC region across strategic initiatives.

As a Customer Experience Consultant within the Strategic Consultancy team at SAP Emarsys APAC, you will play a pivotal role in driving value for our customers by advising on best-in-class customer experience strategies and omnichannel customer engagement solutions. You will work closely with key internal and external stakeholders, leveraging data insights and industry expertise to enhance customer engagement, retention, and business growth. This role requires a deep understanding of customer journey optimization, marketing automation, and omnichannel engagement.

The CX Consultant works closely with customers to understand their business goals, translating them into actionable strategies, and overseeing the deployment of impactful solutions. As a trusted advisor, the CX Consultant drives measurable outcomes, fosters collaboration across stakeholders, and ensures seamless project execution to achieve long-term client success.

Key Responsibilities

Business:

• Partner with customers to understand their business goals, challenges, and opportunities to design impactful customer experience strategies.
• Provide expert consultancy on customer engagement, personalization, and marketing automation best practices.
• Utilize data-driven insights and industry trends to develop and present strategic recommendations.
• Support the development of thought leadership content, case studies, and best practices to drive innovation in customer experience.
• Measure and report on the impact of strategic initiatives, refining approaches based on data and feedback.

Collaboration:

• Collaborate with internal teams (Service Sales, Customer Success, Services and Product) to ensure seamless execution of strategic initiatives and maximise platform adoption across SAP Emarsys and other potential SAP products that the client leverages.
• Conduct workshops, training sessions, and presentations to educate and empower customers on maximizing the value of SAP Emarsys solutions.
• Collaborate with Customer Experience Specialists and Digital Project Managers to ensure projects remain on track and driving strategic outcomes.

Project Management:

• Leverage SAP Emarsys operational tools to ensure seamless project delivery and value realisation.
• Provide project status updates and ensure visibility for assigned project managers and stakeholders.

Performance and Success Indicators:

• Retention of professional services accounts measured through revenue retention
• Customer satisfaction measured through customer surveys
• Tangible and lasting impact of implemented strategies (value realisation) and mitigation of risk on the account
• Respected SME and trusted advisor on customer experience strategies and omnichannel solutions.
• Retention and growth of customer accounts with SAP Emarsys

Your profile

• In-depth knowledge of Customer Lifecyle and Loyalty marketing frameworks, marketing process and strategies
• Hands-on experience in utilizing marketing automation technology and designing marketing engagement, e-commerce and digital transformation projects in the B2C environment(preferred e-commerce & retail)
• Exceptional presentational skills – ability to present to and engage a variety of stakeholders
• Ability to fully understand the client’s business needs and synthesize requirements into actionable marketing strategies and processes
• University degree or above
• 4-5 years of working experience for Customer Engagement/Marketing Cloud solutions, digital marketing agency / consultancy
• Agency or other client facing experience in managing large clients
• Embraces technology and change – Flexible working mindset and enjoys working in an evolving environment, driven by technology and change
• Able to work independently and self-motivated individual
• Proactive, collaborative, and positive mindset is a must
• Excellent team player and ability to instill positive inspiration in teams
• Good with data – data analysis skills, knowledge of BI and good command of reports

What we offer

• A fast-growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘start-up’ mentality with the security (and resources) of an established multi-national
• The opportunity to contribute to a bespoke, complex and successful product focused on innovation
• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
• An inspiring and positive environment, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
• A commitment to hybrid, trust based working, with weekly on-site collaboration for a dedicated space to work, socialise, hold meetings and create solutions as a group
• Competitive salary plus additional performance related rewards
• 32 days’ annual & Personal leave
• Flexible benefits plan
• Mobile phone allowance
• Christmas/Birthday Gifts
• Comprehensive benefits, private health care, subsidised gym membership, life cover and many more – inc Zoo passes!
• Mobile phone allowance

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