Business Director (CX Specialist) for Ogilvy

PLEASE NOTE: This role is likely to fall inside IR35

Ogilvy are looking for a Business Director with strong Customer Experience knowledge.

Ogilvy will look to either bring someone in for 3 months on a freelance day rate basis or a 6 month FTC. If you're open to FTC please state this in your cover note and include your salary expectation.

The Opportunity:

This role is to be one of the Business Directors on Lloyds Banking Group (LBG), growing the scope across their suite of brands in the CX space.

You’ll join the LBG team at Ogilvy who are a digital, social and CX focused team to deliver on the combined client and agency ambition “To be a partnership known and recognised for being heralded by customers, breaking category norms, and smashing targets.”

This role requires a strategic, positive person, who can take a leadership position in the CX space with both the clients, and within the LBG team. The task is to elevate the work in the CX space from expected to revered.

You will work with the other BDs in the team (who lead in other areas of the account, and a social focused BD), plus work closely with the LBG strategy, creative and programme leads.

These clients invite expertise and challenge, so you will need to have the experience , gravitas and confidence to hold your own in strategic conversations as well as the ability to inspire, spot and help push creative genius.

As an LBG Business Director you’ll be responsible for:

• Leading the strategic set up and vision for CX for two client squads

• Working with your Ogilvy strategic partners to find distinct, unexpected and useful insights to drive more impact with customers.

• Partnering with creative leads to drive up the quality of the creative output – and learn your clients well to enable us to sell the best work.

• Managing client expectations and having the tough conversations when required.

• Owning the client relationship from senior to mid-level clients as well as the culture of the relationship day to day.

• Driving operating excellence with your PMO lead and team reports.

Experience, Skillset and Qualifications of an LBG Business Director:

• You’ll have extensive experience within the CRM space, ideally with some digital and social experience too.

• You’ll have worked on a complex brand eg tech, utilities, FS

• You’ll be a strong relationship builder, knowing how to make friends and influence people internally and with clients.

• You will be charismatic with an energy that’s infectious and inspires people to do their best.

• You will be a confident strategic thinker who is more than comfortable sharing a strategic point of view.

• You’ll understand the importance of metrics and how to orientate the operation in service of driving them and delivering business success.

• You will recognise great creative thinking or how to push an idea to be better.

• You know how to execute with customer first thinking and how the brand needs to behave within these environments to drive engagement.

• Able to spot risks/threats early and how to protect against them.

• You will be excellent at managing up, knowing how to involve the LBG business lead so they are confident in the direction being taken, up to speed on any issues and have time to input.

• You know how to have fun and how to build a culture that is happy to work hard in an enjoyable environment.