Director, Experience Strategy

WHO WE ARE:

We think too much marketing isn’t us. It’s mass markets, not audiences of one. Homogenous groups to be targeted, not individuals to be inspired. Segments to reach, not people with their own ideas and ambitions. It’s one size fits all, and it’s dull.

When it comes to individuals, we’re fierce. We stand up for individuality. We speak up against bland, broad-brush generalizations. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors and aspirations. And we commit to doing this in every aspect of our work for clients and their consumers.

We actively foster an inclusive workplace where diversity and individual difference are valued and leveraged to achieve the agency’s vision. And most importantly, we value every individual’s wellbeing.

We are Fiercely Individual.

HOW WE DO IT:

At RAPP, we are fiercely focused on the individual and how we can create value from every individual’s experience with a brand. We do this across three capability areas: customer-centric consulting, creativity that inspires action and customer experience management.

Our data analysts know who that person is. Our strategists understand what they want. And our award-winning technologists and creatives know how to get it to them.

RAPP is an integral part of Omnicom’s Precision Marketing Group, comprising 4,000 creatives, technologists, strategists, and data and marketing scientists across 40 global markets.

YOUR ROLE:

Director, Customer Experience Strategy, is responsible for leading and managing Customer Experience (CX) strategic process and transformation efforts for key RAPP clients. The primary focus of this role is to evaluate, identify, initiate, and lead all customer experience initiatives. It requires superior interpersonal skills to effectively work with stakeholders across and at all levels of the organization to carry out responsibilities.  Qualified candidates must have advanced analytical skills and be process and solution oriented. They should also demonstrate an innate passion for human-brand interaction and value creation.  

YOUR RESPONSIBILITIES:

• Develop and manage strategic planning for CX initiatives
• Partner and (majority time) workshop-by-method with strategy leadership, broader planning team, business leaders, and creative teams to develop leading CX experiences 
• Develop customer / consumer focused CX solutions – offering brands an experiential value exchange platform with their audiences
• Collaboratively establish and monitor CX KPI's and service delivery standards based on industry leading measures, Client expectations, and delivery of the brand promise
• Consult and lead key clients on the required business and departmental processes which may need reviewing to enable given CX solutions. 
• Lead the ongoing evaluation and analysis of departmental work processes to identify opportunities to re-engineering workflow to improve CX
• Provide CX oversight and input into enterprise initiatives that impact customer experience
• Be the CX champion of the Agency and promote customer-centric decision making and approaches
• Lead a CX team focused on planning of initiatives and employee experience efforts and bringing together the strategic and operational goals of CX initiatives with the value proposition of the client brand. Create a new dialogue and glue which cements the role of CX 

REQUIRED SKILLS:

• Bachelor's Degree
• Minimum 8 years progressive experience in customer experience strategy
• Superior interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional or matrix environment
• Outstanding analytical and numerical skills and ability to cut through complexities to identify high priority areas for improvements
• Strong conceptualization and visualization skills and ability to transfer high level ideas into workable business plans
• Excellent written, verbal, and presentation skills. Ability to communicate effectively at all levels of the organization
• Effective in finding workable solutions and organizational alignment to potentially difficult or conflicting situations
• Demonstrated leadership, decision-making, and team building skills                                                

Our Hybrid Work Model:

RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like.

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $128,000 - $149,000. This range is specific to Dallas and multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience and training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

“As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.”

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.