Associate Consultant Loyalty and CRM

The CRM & Loyalty Strategist role within VML Enterprise Solutions' Commerce Performance team offers an unparalleled opportunity to launch your career at the forefront of customer engagement. You'll play a foundational role in supporting the development and execution of cutting-edge CRM and Loyalty strategies for our diverse, top-tier client portfolio.

This position is designed for an individual with a passion for translating consumer insights into actionable CRM and Loyalty strategies that drive tangible commercial growth. You'll gain invaluable experience working closely with senior strategists and consultants, contributing to projects from initial research and analysis through to strategy development, implementation support, and performance measurement.

• Research & Analysis: Conduct comprehensive competitive research, industry benchmarking, and consumer insights analysis to inform strategic recommendations. This includes gathering data on market trends, best practices, and emerging technologies in CRM and Loyalty.
• Strategy Support: Assist in the development of CRM and Loyalty strategies, including defining customer journeys and touchpoints for CRM programs, segmentation, personalisation tactics, and communication frameworks. Contribute to defining program mechanics for loyalty initiatives (e.g., points, tiers, rewards).
• Content & Toolkit Development: Support the creation of client-facing deliverables such as strategy presentations, workshops, and implementation toolkits (e.g., PowerPoint decks, journey flow diagrams) that clearly articulate strategic recommendations and their rationale.
• Performance Measurement: Contribute to defining key performance indicators (KPIs) and measurement frameworks for CRM and Loyalty initiatives, helping to track and report on program effectiveness.
• Cross-functional Collaboration: Work collaboratively with internal VML teams (e.g., creative, data & analytics, technology, media, customer experience) to ensure integrated and holistic solutions for clients.
• Implementation Support: Assist in the translation of strategic recommendations into actionable plans, including supporting the development of creative briefs and defining messaging strategies for various touchpoints.
• Platform Understanding (Emerging): Begin to understand the capabilities and limitations of various CRM and Loyalty platforms to inform strategic recommendations and support activation. This includes CRM platforms such as Salesforce Marketing Cloud, Adobe Marketing Cloud, and Braze, and Loyalty platforms like Talon One, Antavo, and Zinrelo.
• Pre-Sales Support: Provide support for pre-sales activities, including auditing existing client CRM programs and identifying opportunities for enhancement.
• Ad-hoc Support: Support senior team members with various project tasks as required, demonstrating flexibility and a proactive approach.

• Education: Bachelor's degree or apprenticeship in Marketing, Business, Communications, or a related field (or equivalent practical work experience in a marketing, business, or agency environment). We value diverse educational paths and practical experience equally.
• Experience: ideally some commercial experience in a marketing, business, or agency environment, with a demonstrable interest in CRM, Loyalty, or customer experience. This could include internships, volunteer work, personal projects, or relevant coursework.
• Digital Marketing Fundamentals: Basic understanding of digital marketing channels (email, SMS, push notifications, social media) and their role in customer engagement.
• Customer Journey Awareness: An emerging understanding of customer lifecycle stages and touchpoints
• Research Methodologies: Familiarity with conducting desk research, competitive analysis, and industry benchmarking.
• Presentation Software: Proficiency in Microsoft PowerPoint or Google Slides for creating professional and visually appealing presentations.
• Data Literacy: Basic ability to work with data in spreadsheets (e.g., Excel, Google Sheets) for organizing and simple analysis.
• Curiosity for Technology: An interest in understanding how marketing technologies (CRM platforms, loyalty platforms, marketing automation tools) function and integrate.
• Passion for Customers: A genuine interest in understanding consumer behaviour, motivations, and how to build lasting customer relationships.
• Foundational Strategic Thinking: emerging ability to connect disparate pieces of information, identify patterns, and contribute to logical problem-solving.Curiosity about how different elements of a strategy fit together.
• Analytical Acumen: Capability of gathering, organising, and interpreting basic data sets. Ability to identify key insights from research and present them clearly.
• Communication Skills: Clear and concise written and verbal communication. Ability to articulate ideas effectively and contribute to professional presentations.
• Collaboration & Teamwork: A strong team player skills, we look for person who actively listens, contributes positively to group discussions, and is eager to learn from others.
• Proactive Learning & Adaptability: Strong desire to learn new concepts, tools, and methodologies. Ability of adapting well to changing project requirements and client needs.
• Attention to Detail: Meticulousness in work, ensuring accuracy and completeness in research, analysis, and deliverables.
• Problem-Solving Orientation: Constructive mindset when approaching challenges, seeking solutions and asking clarifying questions.
• Intellectual Curiosity: A genuine desire to understand "why" and to continuously learn about new trends and technologies in the CRM and Loyalty space.

• Direct experience with CRM platforms such as Salesforce Marketing Cloud, Adobe Marketing Cloud, and Braze.
• Direct experience with Loyalty platforms like Talon One, Antavo, and Zinrelo.