Senior Consultant - Customer Decisioning & Engagement Strategy

Senior Consultant – Marketing Transformation & Customer Engagement Strategy

Optima Partners is a fast‑growing professional services firm helping leading organisations transform customer engagement at the intersection of marketing, technology, and data. As we scale from 80 to 200 people, we’re growing our Customer Strategy & Engagement consulting team. We work with major brands including Lloyds Banking Group, NatWest, Nationwide, Aviva, Virgin Media O2, BT, Centrica, and GSK.

We're looking for a Senior Consultant to help clients realise the strategic value of their CRM and customer decisioning investments. Your focus will be driving adoption and impact of Next Best Action (NBA) and customer engagement solutions ensuring platforms deliver measurable business outcomes rather than just technical implementation.

What you will be doing

You will act as a bridge between business strategy and technology bringing strong understanding of decisioning platforms (e.g. Pega) without being hands‑on technical and will include:

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Leading adoption and value realisation of CRM and NBA capabilities post‑implementation

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Shaping customer engagement and decisioning strategies aligned to client growth, retention, and CX goals

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Advising clients on embedding decisioning‑led ways of working across marketing, service and channels.

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Defining value cases, KPIs and success measures for customer engagement programmes

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Facilitating client workshops and engage confidently with senior stakeholders

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Partner with delivery teams to ensure strategy, operating model and platform capability align

What we’re looking for

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Experience in consulting or advisory roles within marketing transformation, CRM or customer engagement

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Strong understanding of Next Best Action, personalisation, and customer decisioning concepts

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Proven experience increasing CRM adoption and business value from a strategic perspective

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Technical fluency with platforms such as Pega Customer Decision Hub or similar

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Excellent stakeholder management and storytelling skills

About you

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Strategic, outcome‑focused and customer‑centric

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Comfortable influencing senior clients without authority

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Curious about technology and innovation without needing to build or configure solutions

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Pragmatic and confident operating in change and transformation environments

Join us as a Senior Consultant to help leading brands turn CRM and Next Best Action investments into real measurable customer engagement and business value by bridging strategy, decisioning and adoption.

What We Offer

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Competitive salary + bonus up to 15%

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37 days holiday (incl. Christmas shutdown)

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Private medical insurance, life & income protection

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Pension scheme

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1,000+ employee perks

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Dedicated learning, training, and certification support