Lead of Customer Engagement

About Ogilvy

Ogilvy was founded in 1948 by David Ogilvy. David created a culture that deeply respects and cares about its people and clients. Our mission is to inspire people and brands to make an impact and we are committed to attracting, growing, and retaining the best talent in the industry. 

About the Role  

As Customer Experience Lead, you will be part of our Strategy department and will be primarily responsible for defining, developing, and implementing the CX vision and strategies for both our current clients and new business acquisition. You will be the key link between Data & CRM and the Accounts team, translating insights into memorable experiences.

What You’ll Do 

Tasks and Responsibilities:

• Strategic CX Design: Develop and lead the Customer Experience strategy for the agency's client portfolio, identifying opportunities for improvement and growth.


• Analysis and Data: Collaborate closely with the Data and CRM department to transform complex data into actionable insights that inform customer experience design.


• Internal Liaison: Act as a nexus and facilitator between the Accounts team (to understand client needs) and Data & CRM (for information extraction and analysis).


• Journey Optimisation: Map, analyse, and optimise customer journeys, identifying pain points and improvement opportunities across all touchpoints.


• Creation of buyer personas, definition of clusters, and development of personalised strategies for each across all touchpoints of the funnel.


• New Business: Integrate the Customer Experience value proposition into presentations and proposals for potential clients (prospects), demonstrating business impact.


• Training and Evangelisation: Train and evangelise internally on best practices and the strategic importance of Customer Experience.


• Measurement and Reporting: Establish clear KPIs to measure the impact of CX initiatives and generate performance reports.


• Trends and Innovation: Stay up-to-date with the latest trends, tools, and methodologies in Customer Experience to apply them innovatively. Proficiency in AI.

What You’ll Need  

• Proven Experience: 3-5 years of experience in similar roles in Customer Experience, Digital Strategy, Consultancy, or Product Management, preferably within an agency or client-focused companies.


• Education: University degree in Marketing, Advertising, Communication, or related fields. A postgraduate degree in CX, Digital Marketing, or Project Management is a plus.


• English: C1 level.


• Strategic Vision: Ability to understand client business, identify challenges, and translate them into innovative and effective CX solutions.


• Analytical and Data-Driven: Ability to work with data, interpret it, and use it for decision-making and experience design. Familiarity with CRM and analytics tools.


• Excellent Communication: Ability to present complex ideas clearly and persuasively, to both internal teams and clients.


• CX Methodologies: Solid knowledge of methodologies such as Design Thinking, Service Design, Journey Mapping, User Research.


• Proactivity and Initiative: Autonomy to develop the area and propose new ideas.


• Teamwork: Strong ability to collaborate with different departments and profiles.

Conditions:

• Permanent contract.


• Working hours: Monday to Thursday from 09:00 to 18:00 with a one-hour lunch break, and Fridays from 09:00 to 15:00. During July and August, working hours will be 09:00 to 15:00.


• Location: Calle Ríos Rosas, 26, 28003 Madrid.


• Flexible working hours.


• Work with major clients and international brands.

How We’ll Support You 

Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We’ll empower you with the tools you’ll need to succeed. We’ll give you the autonomy to seek out new paths and better ways of doing things. We’ll support you with colleagues who are experts in their disciplines, drawn from across the Ogilvy network. And we’ll provide opportunities for you to do work of which you’ll be proud, with people you’ll be proud to call your teammates.