Senior CX

Team One is Publicis Groupe's premium brand agency dedicated to helping brands build relationships of worth with a new generation of affluent customers. To understand them more deeply, engage them more meaningfully, target them more precisely, and influence the way they aspire to live. Team One has one office in Melbourne, Australia and six offices in the United States of America. The Role We are looking for a motivated and experienced Senior CX & CRM Strategist to join our team for a 10‑month parental leave coverage, starting in January, based in Melbourne. As part of the Team One and Saatchi & Saatchi Strategy Team, you will partner with senior clients, client services, data and creative teams to develop and deliver connected CX, CRM and digital strategies that deepen customer engagement, retention and loyalty. You'll report to the Team One General Manager, driving collaboration on large projects and leading strategies and campaigns with excellent briefs, go‑to‑market plans and journey flows. What you'll be doing day‑to‑day Lead CX & CRM Strategy: Develop and implement initiatives that improve engagement, retention and loyalty. Map Customer Journeys: Identify gaps and design seamless experiences across email, SMS, web and loyalty platforms. Turn Data into Insights: Partner with Data Analysts to convert research and performance data into actionable strategies. Create & Brief: Draft creative briefs and go‑to‑market plans that bring customer‑centric ideas to life. Collaborate: Work closely with clients, agency partners and internal teams to ensure strategic alignment. Drive Key Projects: Own client customer experience projects and other high‑impact initiatives. The person we're looking for has Proven experience in CX, CRM strategy or marketing , ideally within automotive or premium brands. Strong skills in data ecosystems and analysis , A/B testing, journey mapping , communication planning and segmentation development . Ability to analyse customer feedback and research studies to inform strategy. Excellent communication, presentation and organisational skills – comfortable working independently and collaboratively. Familiarity with Salesforce Marketing Cloud, Service Cloud, Interaction Studio or Journey Builder is a bonus. Experience on high‑profile projects for a luxury brand where customer experience is everything. Enjoy autonomy while working closely with talented colleagues and agency partners. Make a real impact on brand‑defining initiatives launching this year. Additional benefits and considerations Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with career mobility and collaboration across our global network. Extensive Learning & Development opportunities – more than 15,000 learning programs via our online platform Marcel Classes. A culture of open feedback and support through the Career Conversations program. Commitment to Diversity, Equality and Inclusion with programmes such as Viva Women, Égalité, enABLE and Embrace. Work Your World program – flexibility to work from anywhere for up to 6 weeks per year. Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits. Access to counsellors, psychologists and professionals through Sonder – a digital wellbeing platform. If you don’t tick every box, please don’t rule yourself out. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness and integrity, so if this role resonates with you, apply. Diversity. Inclusion. Equity. More than just words – we are committed to the inclusion and recognition of all people, regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status and religious affiliation. We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need assistance or adjustments, contact us at – your personal information will be kept confidential. #J-18808-Ljbffr