Customer Strategy & Digital Transformation Director

Job Description

We are seeking a Customer Strategy & Digital Transformation Director to join Orchard’s Experience & Strategy team. This is a customer growth strategy and digital transformation role built for someone who wants to own both ends of the business problem, not just hand off a strategy. 

You’ll report to the Head of Customer Growth & MarTech, with a remit that includes diagnosing the client’s customer or growth challenge that sits alongside an experience gap. Remit includes unpacking the problem, and shaping the customer and growth strategy, experience and underlying platform and data work to close the gap and deliver on the ambition.

The ideal candidate is rigorous, curious, and commercially astute. You can shape ambiguous briefs into a clear point of view, owning senior client relationships, and pull in the right specialists across Orchard to design and deliver the solution.

Key Responsibilities:

• Customer growth strategy: identifying where and how a client can grow, and building the strategy and commercial case to help clients get there. This includes identifying and exploring new growth channels such as AI/GEO visibility, alongside more established paid and organic touchpoints.
• Experience strategy and design: shaping the customer journey, value proposition, and end-to-end experience, and connecting this to the growth strategy and capabilities with a deliverable plan.
• Martech and data strategy: advising on platform, CRM, marketing automation, and data-layer decisions (including migrations) alongside Orchard's specialist teams.
• Commercial and value modelling: translating ambitious targets into a roadmap with a credible, evidenced path to impact.
• Client leadership: running senior client relationships with real ownership, including stakeholder presentations and guiding them through the strategic, growth and change process.
• Collaboration: working hand-in-glove with Orchard's account, project management, and delivery teams.
• Stay Ahead of Industry Trends: Stay up to date with the latest trends in customer experience, marketing tech, AI and recommend best practices to continuously improve whilst taking into consideration client needs and regulatory environments.

Qualifications

Requirements:

• 10+ years experience across customer growth strategy and experience strategy, with a track record of demonstrated strategic and commercial thinking and marketing tech enablement, especially across CRM and Marketing Automation.
• Exposure to platforms such as HubSpot, Optimizely, Salesforce, or data platforms such as CDPs is an advantage, though hands-on platform delivery isn't the core of this role.
• Comfortable moving between strategic thinking and the operational detail of what it takes to implement a recommendation.
• Confident working with AI, data, analytics, and CRO/experimentation specialists, even if that's not your own core discipline.
• Strong client-facing presence and is able to build trust quickly and hold a senior relationship with confidence and autonomy.
• Genuinely energised by ambiguity and is able to shape a brief rather than needing one handed to you.
• Background in a customer transformation practice or an equivalent client-side or agency growth/experience role is desirable.

What Success Looks Like:

• First 30 days: you're running point on at least one major client relationship, with a costed roadmap in market and the right specialists engaged against it.
• First 90 days: you've mapped the account and specialist landscape, built credibility with at least one senior client stakeholder, and formed a clear point of view on where the growth and experience gap sits.
• By 12 months: client outcomes/impact are measurable, with an expanding remit and portfolio. You’ve been able to identify new opportunities to grow the portfolio.

Additional Information

Orchard Marketing is part of the Enero Group. As a Group, we proudly acknowledge the traditional custodians of the land on which we operate, the Gadigal People of the Eora Nation. Our Innovate, Level 2, RAP endorsement aims to nurture, develop, encourage, and include Aboriginal and Torres Strait Islander talent, partners, and advisors both in our own agency, and across the broader industry. As such, we encourage peoples of all backgrounds to apply.

A Little About Orchard

We offer an awesome, fun working environment full of culture and energy. We leave our egos at the door and past that door is a super cool office space filled with inspiring people and free crumpets.

We pride ourselves on our work, as well as our focus on a healthy work / life balance. We’re 100% committed to you, your career at Orchard and your continued professional and personal development. We offer a rich array of internal and external structured training and education courses as well as ongoing individual wellbeing support through our Employee Assistance Program.

Orchard Marketing is part of the Enero Group. As a Group, we proudly acknowledge the traditional custodians of the land on which we operate, the Gadigal People of the Eora Nation. Our Innovate, Level 2, RAP endorsement aims to nurture, develop, encourage, and include Aboriginal and Torres Strait Islander talent, partners, and advisors both in our own agency, and across the broader industry. As such, we encourage peoples of all backgrounds to apply.