Senior Customer Strategist (Loyalty, CRM & Customer Strategy) 6 Month FTC

Job Description:

The Role

We are looking for a Senior Customer Strategist on a 6 month FTC to support key client programmes, with a strong focus on CRM, customer strategy and loyalty.

This role sits within the Business Transformation (BX) practice, working at the intersection of strategy, data and experience. You will help shape and deliver customer-led growth strategies, translating insight into actionable CRM, loyalty and engagement programmes.

This is a hands-on strategic role with high visibility across senior stakeholders and multidisciplinary teams.

 

What You’ll Be Doing

• Lead and deliver loyalty strategy workstreams across key clients, from proposition through to programme design

• Define and evolve loyalty frameworks, value exchange and engagement mechanics that drive retention and lifetime value

• Design end-to-end customer journeys and lifecycle programmes with loyalty at the core

• Translate customer insight, data and commercial objectives into clear loyalty and CRM strategies

• Ensure all strategies and programmes are grounded in compliance, privacy and GDPR best practice, balancing personalisation with trust

• Support development of customer value propositions and personalisation approaches

• Work closely with data, media and creative teams to ensure joined-up activation

• Contribute to client presentations, strategic outputs and thought leadership

• Support new business pitches and business development activity, with a strong loyalty lens

• Bring a clear and current view on loyalty best practice, innovation and evolving regulation

What We’re Looking For

• Strong experience in customer strategy, CRM and loyalty

• Proven track record in loyalty strategy and lifecycle design

• Ability to move from insight to strategy to activation

• Confident working with data to identify opportunities and shape recommendations

• Strong understanding of omnichannel customer journeys and personalisation

• Experience advising and influencing senior stakeholders

• Comfortable working in a matrixed, collaborative environment

 

Key Expertise Required

• CRM strategy & execution

• Customer lifecycle & journey design

• Loyalty programmes & engagement models

• Segmentation and audience strategy

• Data-led marketing and measurement

 A Few Of The Benefits

• You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University

• 29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)

• We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years

• You'll have a hybrid working schedule, with flexible start/end hours

Inclusion and Diversity
At Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities.

We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic. Beyond recruitment, we strive to create an environment where everyone feels respected, supported, and empowered to bring their authentic selves to work.

We recognize the importance of work-life balance and are open to discussing flexible working arrangements for all roles. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at accommodations@dentsu.com, quoting the reference number of the role that you are applying for. Your needs will be handled with respect and confidentiality to ensure an inclusive and accessible experience.

About Dentsu
Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.

Diversity, equity, and inclusion sits at the heart of our  Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.

#LI-Hybrid

Location:

London

Brand:

Merkle

Time Type:

Full time

Contract Type:

Fixed Term Contract (Fixed Term)