CX Practice Lead
Satori Analytics
Athens, I, GR
πριν από 1 μέρα

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 airline group, Satori develops cutting edge analytics solutions, providing real value to its clients.

Services cover the whole data lifecycle from ingestion and warehousing to ML and AI applications.

For several clients we turn those analytics into actual marketing actions, using modern CRM and marketing systems like Microsoft Dynamics, Salesforce, and Klaviyo.

In many cases, we help our clients to become direct-to-consumer companies .

We are currently looking for a Data-driven CX Service Line Lead to build, manage, and grow data-driven customer experience projects for big-brand clients.

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 30+ 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.

Your job is part team and project leadership, part building relationships with our partners and customers to grow our accounts.

You’ll thrive in this role if you are a leader in your core - the driving force pushing projects forward - but you’re also a doer who enjoys getting your hands dirty.

You’re part of a team. You work daily with CRM Specialists, Solution Architects, Developers, Data Engineers, Business Analysts, Project Managers, and QAs.

In particular, you take ownership of several CX projects and make sure that as a team - including other marketing specialists at clients and partners - you get the job done.

You’re the go-to person for clients and stakeholders when it comes to your CX projects. You interact with them every day.

You gain a deep understanding of their wants and needs, and translate that into excellent service and strong recommendations to our customers.

You proactively look for opportunities to grow and expand the accounts.

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

  • Communicate with the client about the state of the project, 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; give clear recommendations.
  • Design and report on success criteria and KPIs for each project.
  • Participate in agile team meetings such as daily stand ups, sprint planning 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.
  • Help and guide CRM specialists to analyse pains / opportunities in the current customer experience across the multiple channels.
  • Help and guide CRM specialists to design, create and automate complex customer journeys.
  • 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 !

    Your professional expertise

    You have a strong digital marketing background. You have built a career in engaging consumers via email, messaging, social media, or websites.

    You’re comfortable with building or configuring technology solutions as well as taking the lead on projects and teams.

    Let’s talk numbers! You have :

    5+ years experience with some of the following :

  • Proven track record in leading projects or teams
  • Proven track record in a consulting role
  • Designing customer journeys in marketing engines
  • Customer journey mapping and customer experience design
  • Salesforce (Marketing Cloud, Service Cloud, Sales Cloud, etc), Microsoft Dynamics, Klaviyo, or similar cloud-based marketing technologies
  • Customer engagement across digital channels
  • Consumer analytics, customer 360 data, campaign data. Numbers are your friends!
  • Any of the following will be considered a big plus :

  • Having worked in an Agile environment.
  • Basic data skills (automation, SQL querying and / or scripting)
  • Experience with e-commerce applications
  • Experience with loyalty systems
  • Experience with website analytics and optimization
  • Above all, you are a team player and you like working in a diverse environment . Ideally you will have worked in some form of agile environment and understand the full project life cycle involved.

    You have a positive attitude , you care not only about your job but for the team. You proactively communicate with the team because you understand that communication is key to effective collaboration.

    Everyone wants to work with you! You are fluent in English as well as Greek so that you can communicate on our behalf with any part of the world.

    Benefits

    Our most important perk is offering you an energy-laden workplace, in a fast-growing company, serving big-brand clients, 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
  • 1-2 days per week working from home and ability to work from home as much as needed during Covid lockdowns.
  • Dedicated training time and budget for courses in Greece, London or / and online
  • Dedicated time and budget for official certifications
  • Private Insurance
  • A great and fast laptop to do your magic
  • Opportunity to work with latest tech stack and real tech experts
  • Amazing offices!
  • Αναφορά αυτής της εργασίας
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