Integrated Customer Experience Associate Director

Overview

In this CXJ Planner role, you will blend digital and eCommerce media planning with client management to deliver connected customer experiences across the full journey. You’ll translate strategy into market activations in a localised planning and buying model, collaborating with local and regional teams to optimise campaigns. You work at the crossroads of strategy, media, commerce and measurement, focusing on performance and business growth. You’ll drive testing, data-informed optimisations and audience strategies that enhance acquisition, retention and customer value.

Responsibilities

• Develop and deliver integrated digital and eCommerce media plans aligned to client objectives
• Activate and optimise campaigns across Google Ads, DV360, Meta, Snap and retail media platforms
• Drive growth through bidding strategies, automation and data-led optimisation
• Apply eCommerce best practices to boost online sales, revenue, and customer lifetime value
• Ensure upper and lower funnel activity are connected for overall performance
• Embed testing frameworks across campaigns (audience, creative, landing pages, CRO)
• Leverage first-party data and eCommerce analytics for targeting and measurement
• Activate audience strategies via people-based marketing to support acquisition and value growth
• Collaborate with local/regional teams for best-in-class activation and optimisation
• Manage workflows and priorities in Hive; improve processes
• Serve as the primary client contact for briefs and workload prioritisation
• Present insights and recommendations clearly to stakeholders

Key requirements

• Experience with Google Ads, DV360, Meta Ads Manager and other programmatic platforms
• Strong understanding of eCommerce, retail media and performance marketing
• Experience managing client relationships and translating business objectives into media strategies
• Knowledge of audience targeting, conversion optimisation, attribution and measurement frameworks
• Strong analytical skills with ability to turn data into actionable insights
• Excellent project management skills and ability to handle multiple priorities
• Confident communicator with stakeholder management and collaboration skills
• Proactive mindset with passion for testing, innovation and continuous improvement
• Advanced Excel and PowerPoint skills

• collaboration
• curiosity
• analytical thinking
• Google Ads
• DV360
• Meta Ads Manager

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