Customer Experience, Partner

Job title: Customer Experience Partner, Owned Solutions

Group: Mindshare Worldwide

Client: Channels & Solutions Client Portfolio

Reports to: Managing Partner, Digital Solutions 

Mindshare is a media services company that accelerates Good Growth for its clients. Our company values of energy, empathy and impact bind together our diverse global family of 10,000 people from every culture and with every specialist skill you can imagine. People at Mindshare create ideas and solutions that help not only our clients, but also the industry and the world.

You can check out some of our people stories and client work and awards on LinkedIn or Instagram or hear about the company in the words of our own people here.

What We Can Offer You

At Mindshare Worldwide, we offer a competitive salary package, with 25 days holiday increasing with service to a maximum of 30 days, with the option to buy an extra 5 days per year. We also have an enhanced pension scheme, Bupa healthcare, a monthly wellbeing fund and early finishes on a Friday during summer. These are just some of the great benefits we offer.

Based ten minutes from London Bridge tube station, our office has a rooftop with 360 views of London – a great space to hang out with colleagues and friends!

We also offer an extensive training programme to help guide your career development, there’s a wide range of options to suit everyone at all levels of your career.

Our Values & Behaviours

Our new values, of Energy, Empathy and Impact not only align with our Good Growth ambition but represent our commitment and dedication to our people, helping them grow their careers, fostering creativity, embracing humanity, and changing the world. At Mindshare we are open to difference. We believe in being open and supportive of our people and all their differences to help them succeed. Be different at Mindshare and use your difference to shape the world through media.

Channel & Solutions

Channel & Solutions exists to evolve how we engage with clients across all things digital – where it be strategy, activation, or consultancy. For us it’s about how we leverage and integrate our capabilities, tools and people to drive growth for clients. We understand that setting up and optimising media isn’t enough, we need to understand the eco-system that influences true business performance, and the role media plays in influencing that and be able to adapt it to drive stronger business outcomes. As part of Channel & Solutions, there is a collective of Channel management (media activation), Channels Strategy (solutions building) and Channel Development (capability enrichment). 

The Role

The Customer Experience Lead, will hold a key role in the owning the digital products and services for your client within Channel & Solutions. As Customer Experience Lead, you will have direct responsibility of driving the digital agenda for the department and to ensure that we are maximising the solutions and services across the WPP network to drive business performance. This can include creation, ownership and deployment of holistic strategies, services, frameworks and products/partnerships. You will be expected to provide perspective and thinking across PESO ecosystems, synergising across media and offline platforms as well as owning the digital maturity agenda.

You’ll be a senior member of the leadership team and be expected to inspire, guide, and develop digital knowledge across the team so to fully leverage their channel skills whilst also outlining the foundation of decisioning and strategy for your choices in digital. As a member of the department management team the role will actively contribute to the creation and sharing of opinion pieces, being part of and chairing EMEA wide leaderships groups and councils, development of training material etc.

Reporting Structure

The role will a hold a senior seat on the channel solutions leadership team and will report directly to the department lead, you will work very closely with other Digital Leads, Business Directors, Partners, Managing Partner.

The Ideal Candidate

As a leader, you will have a proven track record in managing, leading, and inspiring and integrating fast pace and dynamic teams from across the business and within the client. You will have worked with inter agency solutions and clients that operate across borders and which are looking to accelerate their digital maturity across solutions, measurement and strategy.

You will be expected to be able to demonstrate digital expertise that covers Search, Social and Programmatic practice and be able to inspire your team to build upon and power the strategic model you have developed for your client, Furthermore, you will be expected to be able to fluently engage on topics like organic influence, content and creative impact, as well as understand analytics and measurement models as they evolve within the marketing ecosystem.

Internally you will be responsible for all elements of a soft P&L, identifying and growing opportunities for the client and the agency. The ideal candidate will have the passion to power client growth, manage senior stakeholders and be able to influence and deliver growth within ever changing organisations.

Role Responsibilities

• Team Leadership & Management: Lead, mentor, and manage a team of 30-35 individuals, ensuring effective collaboration, continuous development, and high performance across the CX team.
• Be responsible for identifying revenue opportunities across all digital channels, paid and organic
• Upselling existing Channels & Solutions products and services to our client portfolio
• Identify product and services gaps, supporting the roadmap and development of new digital offers
• Review existing scopes and report on possible growth areas
• Integrate our Channels & Solutions offering across Research, Insights, Data, Tech, CX and SEO
• Develop and deliver project scoping ensuring workstreams are profitable and that the team has enough capacity
• Senior point of contact for Channels Strategy across all of client portfolio
• Actively participate in new business pitches representing the dept
• Implement ways of working that enhance our digital practice, but not limited to, forecasting, integrating audience strategy into digital, building for profit or LTV.
• Supporting performance and client growth from the Mindshare framework of thinking
• Pushing for consistency and governance
• Integration of capabilities and supporting requirements within the team such as informing data or analytical models, DCO and content
• Setting client KPIs across all channels in line with analytics capabilities or our agreed measurement framework
• Works with the Connections team to ensure strong integration into overall strategy and market context

Agency Responsibilities

Developing our product

• Responsible for the Digital capability for group of clients and proactive development of our capabilities. 
• Full Digital channel integration and development.
• Responsible for the Integration of key disciplines/markets into the strategic development as well as the planning process ensuring that all key recommendations integrate insights to deliver against client’s business outcomes.
• Responsible for multichannel New Business, including but not restricted to supporting pitches, building creds, launching new products and services, upselling/cross-selling, prospecting etc.
• In partnership with Client Teams, Partners, Business and Account Director(s), lead the Digital conversation for clients.
• Ensure the team is creating and updating account roadmaps for every client, covering testing, innovation, growth and other elements associated with Outcomes.
• Deliver a consistent, best-in-class approach to Digital, rooted in Best Practice Framework and raise any barriers to this to channel Partners and Managing Partner.

Raising our profile

• Surface and share great work from the team and ensuring that case studies of are regularly created.
• Proactive contribution to relevant industry awards, creation of an awards roadmap and report on awards performance (submitted, shortlisted, won/lost, etc.)
• Regular development of opinion pieces related to multi-channel to be shared across EMEA, build external and internal profile and act as a thought leader in the Digital space.
• Contribute to key industry events and represent Mindshare
• Build and maintain relationships with Clients, Client Leads, as well as offering strategic guidance to help grow the business and strengthen the relationship
• Support Senior leadership and line manager with regular updates on up-and-coming innovation, changes to industry landscape

Inspiring our people

• Maintain a positive attitude towards all areas of our work and constantly looking for opportunities and new solutions.
• Regular maintenance of talent development plans and work with our HR team to develop training plans to plug any skill gaps around the team
• Play an active role in defining the profile of candidates entering the Channels team and ensuring there is a consistent and welcoming onboarding experience for all new starters
• Establish a relationship with key senior clients, through QBRs/proactive initiatives.
• Regularly update the team on live initiatives, business performance, new business opportunities and any other relevant topics

Driving our process

• Identify and drive the implementation of the right technology to remove silos and streamline communication.
• Constantly review all our processes, test & learn, optimization, and other processes to identify opportunities for improvement in effectiveness or efficiency
• Key contributor to Defining, Designing and Delivery of all processes, way of working etc. Including improving and scaling what’s already in existence, creating new ways of working and eradication of old ineffective and inefficient ways of working

Ensuring our profitability

• Contribution to the soft P&L for the group of client(s) assigned. Build, own and operate the Digital P&L and provide regular Monthly updates to line manager. This will also include creating an annual Business Plan and updating the New Business sales Pipeline.
• In collaboration with relevant stakeholders, identify opportunities for negotiation with clients/client leads where additional funding is required for resource, or SLA/SOWs need to be reviewed/amended.
• Support and deliver new business pitches and drive the new revenue streams agenda.
• Commercially driven and forward thinking in the expansion of business opportunities, entrepreneurial in mind-set and always looking to develop incremental or new services both centrally and locally

Key requirements

• Substantial demonstratable success in managing and leading the digital agenda for global brands
• Proven success in stakeholder management and ability to build relationships with senior clients and partners.
• Experience in leading new business pitches and driving organic growth.
• Proven track record of managing and inspiring large capability teams.
• Proven commercial success of driving business growth and creating new revenue streams.
• Proven track record in understanding and operating in media ecosystems beyond digital.
• Strong technology understanding (AdTech and MarTech) as well as attribution models, cross-channel planning and buying, etc