CX Strategist

Join to apply for the CX Strategist role at dentsu Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a CX Strategist. The CX Strategist role at Omega will be primarily responsible for ensuring the proper direction of Marketing Automation strategies. This person will work closely with the rest of the Marketing team to review testing and targeting strategies, gather audience requirements for campaigns, and hand off audience segmentation creation to other team members to ensure that implemented and delivered campaigns are accurate and on time. In parallel, they will collaborate with the technology team to understand customer data and how it flows and is stored within the client’s platform. The Campaign Strategist will be responsible for providing recommendations to improve the strategies being executed. Main responsibilities: Analyze and define customer segmentation and the selection of personalized audiences for Email Marketing campaigns on our CRM platform. Coordinate the workflow of the channel, from adapting creatives and texts to layout, preview, validation, and final sending of campaigns targeting customers and/or subscribers: email, SMS, push notifications... both broadcast and triggered campaigns. Propose and execute A/B tests in an agile and constructive manner to test hypotheses and validate user behavior in order to improve campaign performance. Utilize automation to provide constant communication with the customer through retention, upselling, cross-selling, and engagement, driving business profitability from our customer and subscriber base. Assist in building a strong CRM strategy in line with local and global priorities. Define new approaches to increase customer knowledge and assist users throughout the conversion funnel. Be able to measure and deeply analyze data to guide decisions and measure their impact on the business. Develop customer journey maps by analyzing touchpoints and maximizing purchase opportunities. Identify key and measurable metrics for these initiatives, with a growth hacker mindset and the ability to test and scale quickly. Master the internal Email Marketing tool to execute campaigns through owned channels (email, SMS, push notifications). Work collaboratively with the rest of the team members regarding customer segmentation and mapping messages throughout the customer journey. Collaborate with relevant teams to improve web, mobile, and app recurrence rates. Collaborate with the rest of the customer development team to understand, document, and analyze customer segments, retention campaigns, and offer performance in order to drive continuous improvement in timing and tactics. Analyze, manage, and report on the business performance of customer retention strategies and campaigns. Experience: Experience in planning and executing Marketing Automation strategies with proven success cases. Experience with CRM platforms (Salesforce). Being a creative yet flexible thinker with strong technical insight and the ability to garner cross‑functional support in seeking holistic business solutions with enduring value. Proficiency in using platforms such as Google Analytics, Google Data Studio, Salesforce Marketing Cloud. A deep understanding of digital marketing tactics across all channels, including SEO, Paid Media, UX. Advanced level of English. Proficiency in another language is a plus. What do We offer: Permanent contract. Flexible schedule. We make it easy. Balance your professional and personal life. Trainings & certifications. Improve your skills and get the official certificate from our main partners. Home office. Flexible retribution (public transport ticket, Ticket restaurant, …). Health insurance. OMEGA in action. Our commitment to a better society is not just an intention. About us: Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer‑centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end‑to‑end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact. With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non‑Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM, we believe in growth through people – guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together. #J-18808-Ljbffr