- The Customer Journey Lead is responsible for the optimisation of the customer journey across key owned channels (NWP and CRM), third party sites and lead providers.
- They will be experienced in the web platform design, structure, and governance framework, working with the central platform team to discuss local needs and best practices, and represent the needs of the local market in those discussions.
- They will also have CRM expertise; able to understand data and audiences, and be able to optimise channel performance.
- They will interpret the web metrics in the context of both the journey and wider performance metrics, and work directly with the analyst, briefing on deep dives and further investigations.
- They will be able direct the authoring, coding, CRM and content creation teams needed to deliver market requirements and meet performance marketing objectives.
- Online sales funnel monitoring
- Customer journey monitoring
- Define journey optimisations.
- Prague hub briefing & liaison for NWP.
- OSS team: Definition of requirements
- SEO recommendations for NWP and local content/event connects.
- Usage of FoE commercial toolkit
- Define test and learn agenda in cooperation with the central platform team, reporting on test results.
- Maintaining the integrity of the site and optimising throughout journeys
- Understanding the website and web metrics and helping interpreting insights from web metrics and for strategic recommendations with business lead
- Manage the CRM calendar including tests.
- CRM performance analysis and recommendations
- Work closely in partnership with connections planner to align paid and owned activity.
- Proven experience and expertise in performance marketing.
- A strong understanding of marketing agency capabilities.
- Expertise in CRM-focussed objectives and the ability to translate them into effective strategies.
- Strong analytical skills to make informed decisions based on data and insights.
- Excellent client delivery skills to imbed a seamless client-agency relationship.
- Excellent team building skills to build, grow and shape your team.
- Life Assurance
- Permanent Health Insurance
- BUPA
- Flexible hybrid-working schedule
- Enhanced family-friendly policies
- Well-being Programme
- Employee Assistance Support
- Cycle to Work Scheme
- Eye Care and Glasses Vouchers
- Season Ticket Loans
- WPP Discounts
Business Director - Düsseldorf, Deutschland - VML
Beschreibung
Business Director (Customer Journey Lead)
Company: VML
Location: Dusseldorf & Cologne
Reporting to: Managing Partner (Performance), Ford Europe
German speaker needed
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.
VML is one of the lead marketing communications agencies for Ford Motor Company across Europe. Working within a wider WPP team with other key WPP OpCos, we are responsible for the development of Ford's marketing strategy and communications plan.
The role
Our Ford client is undergoing a transformative shift in its marketing activities, transitioning from predominantly brand ATL (and award winning) approaches, to a dynamic, performance-led strategy directly aimed at boosting sales figures.
This role presents a unique chance to engage in one of the most integrated client-agency relationships in the UK, offering an immersive experience with the client's business.
As a Business Director for Ford you'll enjoy unparalleled access to the full suite of WPP capabilities and teams which make up WPP Team Ford – spanning media, data, CX and insights. You'll play a pivotal role in determining how to leverage these capabilities to influence creative strategies, and to ultimately generate leads for Ford dealerships.
The responsibilities
Key Tasks
Requirements
What's in it for You?
Aside from a generous annual leave allowance and pension allowances, you will have access to a whole host of other benefits and activities such as:
You will also have a clear long-term career development plan and access to our learning and development activities and online learning platforms.
Our Commitment to Diversity, Equity & Inclusion
VML is an equal opportunity employer and considers applicants for all positions without regard to race, colour, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.
If you are unable or limited in your ability to access our career site as a result of a disability, we will be happy to assist you. Please contact our People Team to request an alternate accommodation or adjustments. Please note that only requests for an employment application accommodation will be returned.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.