CX Strategy Senior Consultant
About Astound Digital
Astound Digital is a leader in the digital landscape, committed to creating seamless, end-to-end customer experiences for innovative brands. We leverage our expertise in AI to drive efficiency and innovation, and we strive to empower our clients through our collaborative and agile approach.
Job Purpose
Astound Digital is seeking a dynamic CX Strategist to advise and lead enterprise-level CRM initiatives. This role requires bridging business goals with technical CRM execution, focusing on innovation and efficiency through AI-driven, frictionless customer experiences.
Key Responsibilities
Develop and implement CRM strategies and roadmaps that align with clients' business goals.
Identify opportunities for improvement and innovation within CRM processes.
Serve as the functional lead in CRM initiatives, ensuring alignment with business needs and processes.
Translate business requirements into functional specifications.
Lead and facilitate functional workshops with cross-functional teams to gather requirements, define project scope, and ensure alignment on objectives.
Engage with business stakeholders to understand their needs, provide expert advice, and incorporate their requirements into CRM solutions.
Build and maintain strong relationships with key stakeholders.
Establish key performance indicators (KPIs) to measure the effectiveness of CRM initiatives.
Monitor and analyze performance data to provide insights and recommendations for continuous improvement.
Stay updated on CRM technology trends and best practices.
Provide thought leadership and insights to clients and internal teams.
Identify and define agency use cases, develop supporting business cases and success metrics, and shape practical solution approaches aligned to business outcomes and platform consumption.
Qualifications and Skills
5+ years of experience as a business architect or functional lead with a focus on CRM systems (e.g., Salesforce, Microsoft Dynamics).
Experience in process design, process improvement, and driving tangible benefits from client engagements.
Experience with large transformation projects, including digital, operational, and IT aspects.
Proven track record of aligning CRM systems with business processes and strategies.
Strong understanding of CRM processes, including sales, marketing, customer service, and support.
Willingness to travel as required.
Excellent facilitation and workshop management skills.
Exceptional stakeholder engagement and communication skills.
Strong analytical and problem-solving abilities.
Ability to work independently and collaboratively.
What we offer in return
Global Collaboration: Work with diverse professionals globally.
Career Growth: Clear career path, performance reviews, training, certifications, mentoring, and knowledge sharing.
Well-being: Comprehensive health and medical plans, parental leave, paid time off, and support for work-life balance.
Why work for Astound Digital?
Whether you're working with renowned clients or collaborating with Astound colleagues worldwide, you'll have the opportunity to shape the future of digital commerce using emerging technologies and innovative approaches. Grow your career with Astound Digital and discover exciting opportunities while doing the work you love!