Who Are We?

T&Pm is one of the world’s leading full service creative and media agencies, connecting talent and tech to drive growth for brands. Formed by the integration of The&Partnership and mSix&Partners, it brings together content and distribution into a single, holistic end-to-end marketing solution. Backed by WPP and GroupM and combined with the agility of an entrepreneurial Partner-led mindset, the multi-discipline agency spans four continents with 45 offices and over $1.2 billion dollars in billings globally. As an early adopter with the first ever AI-generated TV ad for Lexus in 2018, T&Pm is focused on harnessing AI across all its outputs with its 1,900 people already trained on WPP’s proprietary AI platform Creative Studio, to deliver enhanced outcomes for clients.

We believe in The Power of &, connecting talent & tech to fuel brand growth. Our teams blend creative, media, experience and technology specialists from across our marketing practices. The performance mindset of these teams optimises to business outcomes in every channel, fueled by the latest innovations in AI. Working alongside our clients’ marketing departments, we deliver ‘&mplified Creativity’ to solve their business and brand challenges seamlessly, creatively and efficiently.

Ultimately of course, we are our people. They’re the most important part of our business, so we want to make a lasting impression on them in the same way they do on us, by striving to become the most important place in their careers.

That’s why we do our best to build strong communities around them; provide the best possible opportunities for them to develop & grow; and empower them to make a difference to their clients and the world at large. Our strengths often lie in our differences, so we challenge and champion each other and our clients, to be the very best we can be.

The Role

This role is to lead the customer and digital experience strategy team of our flagship account as our strategic remit grows. It has considerable breadth, tasked with guiding the strategic development of a multi market Customer transformation programme, overseeing content and digital strategy workstreams and being comfortable connecting high level strategic workstreams to achieve the overarching customer vision.

This role will act as our senior client’s trusted advisor in all things customer strategy, helping them to articulate and communicate the collective strategic direction clearly across internal and external stakeholders, and into our markets, across all levels of seniority.

You will have a strong understanding of data, and the importance of its role in delivering better customer experiences, as well as able to leverage data to build a case or insight. In addition you will have an appreciation of how owned channels connect and have a point of view on the content needed to fulfil the customer experience across the end to end journey.

The role will require being in Brussels for 2 days a week In the initial phase, as you get close to the client organisation and culture, travel and accommodation would be covered by the business.

You will be the overarching owner of CRM and Digital Strategy Workstreams

● Able to help our clients define their customer vision, and able to articulate the required strategic workstreams required to work towards that vision

● Experienced presenter and gifted story teller, able to communicate key messages in easy to understand ways through engaging visual formats

● Able to educate senior client stakeholders on customer centricity, and enable storytelling through that lens

● Have ideally got previous experience of developing central strategy and driving adoption and engagement of that strategy into multiple markets

● Experience in use cases for first party data across channels, and an appreciation of the role of AI in being able to enhance customer experiences

● Able to provide recommendations on segmentation approaches that help clients drive additional value from their CRM base as well as creating opportunities for new trigger and lifecycle programmes in owned channels

● Experienced leader of strategy teams, able to add value to all levels of presentation development

● Able to work hand in hand with cross agency partners as part of a collaborative team to lead common objectives and CRM best practice development

● Working with the Data strategy lead to develop a segmentation and contact strategy approach that supports and dynamically prioritises trigger, programme, campaign and broadcast comms types across all functions.

● Work with data and martech teams to review customer facing value exchange and preference capture with the aim of enhancing opt in and targetable 1PD audiences across channels

Key responsibilities

Multi Channel programme development

● development of customer lifecycle programmes, with an appreciation of content requirements and the nature of always on communications

● design multi channel scalable journeys for translation onto SFMC, including data segment definition, content mapping, personalisation through behavioural triggers, and an appreciation of how to utilise first party data across multiple studios and channels within one journey

● Overseeing programme and content development to a high standard of personalisation and brand consistency

Customer Transformation

● Provide strong strategic leadership to a multi market engagement with an agency partner, ensuring that central strategy is clearly defined and articulated throughout a key transformation workstream

● Championing the transformation process internally and with markets, to drive demand and adoption, as well as continually quantifying the benefits

Digital Strategy & Campaign Ecosystem

● Working with partners and across internal specialist strategy teams, guide the development of digital and content strategies , ensuring alignment with our overall Holistic Strategy and Customer Ambitions

● Define and emphasise the role of owned channels with campaign strategy, able to articulate the role of data in delivering a more relevant overall experience

● Build key relationships with senior digital clients

AB testing and optimisation

● Overall responsibility for campaign and programme optimisation, developing annual testing plans with supporting principles and criteria for test prioritisation and rollout

Data Definition

● Must be able to work closely with a data strategist, translating target audiences into segment definition and clear data parameters and attributes

Performance review and insight generation

● Work with our analytics and strategy teams to add client value and continually drive learning from our marketing efforts

T&Pm embraces and celebrates diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are a worldwide creative agency that represents global clients. The more inclusive we are, the more brilliant work we can create together.