Orchard - Customer Strategy & Digital Transformation Director

We are seeking a Customer Strategy & Digital Transformation Director to join Orchard's Experience & Strategy team. This is a customer growth strategy and digital transformation role built for someone who wants to own both ends of the business problem, not just hand off a strategy. The role reports to the Head of Customer Growth & MarTech, with a remit that includes diagnosing the client's customer or growth challenge that sits alongside an experience gap, unpacking the problem, and shaping the customer and growth strategy, experience and underlying platform and data work to close the gap and deliver on the ambition. The ideal candidate is rigorous, curious, and commercially astute. Success milestones: in the first 30 days, running point on at least one major client relationship with a costed roadmap in market; in the first 90 days, mapping the account and specialist landscape and building credibility with at least one senior client stakeholder; by 12 months, measurable client outcomes and an expanding remit and portfolio.

Responsibilities

Customer growth strategy: identifying where and how a client can grow and building the strategy and commercial case, including new growth channels such as AI/GEO visibility alongside paid and organic touchpoints; Experience strategy and design: shaping the customer journey, value proposition, and end-to-end experience, connected to the growth strategy with a deliverable plan; Martech and data strategy: advising on platform, CRM, marketing automation, and data-layer decisions (including migrations) alongside Orchard's specialist teams; Commercial and value modelling: translating ambitious targets into a roadmap with a credible, evidenced path to impact; Client leadership: running senior client relationships with real ownership, including stakeholder presentations and guiding them through strategic, growth and change processes; Collaboration: working closely with Orchard's account, project management, and delivery teams; Stay ahead of industry trends in customer experience, marketing tech, and AI, and recommend best practices while considering client needs and regulatory environments

Requirements

10+ years experience across customer growth strategy and experience strategy; track record of demonstrated strategic and commercial thinking; marketing tech enablement, especially across CRM and Marketing Automation; comfortable moving between strategic thinking and the operational detail of implementing a recommendation; confident working with AI, data, analytics, and CRO/experimentation specialists; strong client-facing presence and able to build trust quickly and hold a senior relationship with confidence and autonomy; energised by ambiguity and able to shape a brief

Nice to have

Exposure to platforms such as HubSpot, Optimizely, Salesforce, or data platforms such as CDPs; background in a customer transformation practice or an equivalent client-side or agency growth/experience role

Benefits

Fun, collaborative working environment with culture and energy; focus on healthy work/life balance; internal and external structured training and education courses; ongoing individual wellbeing support through Employee Assistance Program; free crumpets