Manager, Customer Experience & Innovation Consulting

About the role

Publicis Sapient is looking for a Manager to lead Customer Experience and Innovation consulting for a global tobacco client undergoing digital transformation. You will shape connected customer experiences, define innovative offerings and drive measurable growth.

Key responsibilities

• Define strategic recommendations that create business and customer value across products, services and digital touchpoints.
• Collaborate with strategy, design, product and engineering teams to develop value propositions, roadmaps and service designs.
• Build and execute data and CRM strategies to deliver personalized, omni‑channel journeys.
• Facilitate client workshops, manage project budgets, deliverables and quality expectations.
• Coach junior strategists and contribute to global thought leadership.

Required profile

• 7+ years developing customer experience and innovation strategies for connected services.
• Proven success with multinational or top‑tier clients, preferably in regulated industries.
• Strong background in data strategy, CRM segmentation, lifecycle and loyalty frameworks.
• Excellent storytelling, communication and collaborative working style.

Required skills

• Salesforce
• Adobe Experience Platform
• Microsoft Dynamics
• Customer Data Platforms (CDPs)

What we offer

• Inclusive workplace that promotes diversity and collaboration.
• Ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work‑life balance.
• Comprehensive health benefits for you and your family.