Overview
We are seeking a skilled MarTech Transformation Lead to spearhead the evolution of customer communications for a major European firm. This role will involve a thorough assessment of the current communications landscape, defining future requirements, and selecting the appropriate technology to enhance customer engagement. The successful candidate will work closely with multiple stakeholders and may also support subsequent implementation phases.
Responsibilities
- Assess the current customer communications and MarTech landscape.
- Identify existing capabilities, dependencies, limitations, and continuity risks.
- Gather requirements across Marketing, Technology, Data, Product, and Operations.
- Map the as-is environment and define future-state capabilities.
- Lead the RFI/RFP and vendor-evaluation process.
- Produce a clear, evidence-based platform recommendation and implementation roadmap.
- Identify opportunities to leverage automation and AI for improved personalisation.
- Support the potential implementation, migration, testing, and launch phases.
Requirements
- Extensive experience in CRM, MarTech, or customer communications technology.
- Proven ability to lead current-state discovery and define future-state requirements.
- Significant experience in RFI/RFP processes and vendor selection.
- Strong knowledge of marketing and transactional customer communications.
- Expertise in CRM/CDP, marketing automation, and customer journey technologies.
- Understanding of customer data, integrations, identity, consent, segmentation, and personalisation.
- Experience in implementing or migrating enterprise platforms.
- Ability to influence senior stakeholders and manage critical communications during transformation.