CX Transformation - Loyalty - Senior Consultant (CRM)

Location: London office base with hybrid working; assignments may require periods away from home at short notice

Company

hirify.global, part of Capgemini Invent, designs customer experiences, business models, products, services, brand engagements, and technology-enabled transformation solutions for customer-centric enterprises.

What you will do

• Lead workstreams and small teams across customer engagement and loyalty transformation.
• Define loyalty propositions, future-state visions, business cases, programme designs, transformation roadmaps, and launch plans.
• Help clients connect loyalty programmes with customer data, platforms, journeys, marketing capabilities, and operating models.
• Collaborate with technology and data teams on platform selection, enablement, optimisation, and governance.
• Translate business and customer objectives into practical requirements, capabilities, and measurable solutions.
• Support client relationships, business development, and thought leadership activities.

Requirements

• Experience in consulting, industry, or agency roles focused on customer engagement and loyalty.
• Strong CRM, marketing activation, loyalty mechanics, operating model, and activation strategy knowledge.
• Hands-on experience with loyalty or CRM strategies, propositions, customer journeys, segmentation, or programme design.
• Understanding of CRM, loyalty, and marketing platforms such as Salesforce, Adobe, Antavo, Talon.One, or Eagle Eye.
• Ability to shape recommendations with client stakeholders and balance strategic objectives with practical delivery considerations.
• Understanding of AI capabilities, including agentic AI, in loyalty and CRM.

Nice to have

• Experience with several loyalty, membership, or customer experience platforms.
• Industry experience in retail, consumer products, travel, hospitality, financial services, or telecommunications.

Culture & Benefits

• Hybrid working and flexible working arrangements are embedded in day-to-day operations.
• Flexible benefits are available to suit individual circumstances.
• Compensation includes a variable element based on grade and company and personal performance.
• Wellbeing support includes Mental Health Champions and access to Thrive and Peppy wellbeing apps.
• Inclusive, collaborative, agile, and community-oriented working environment.