Customer Strategy & Digital Transformation Director

About the Position

Customer Strategy & Digital Transformation Director

We are seeking a Customer Strategy & Digital Transformation Director to join Orchard’s Experience & Strategy team. This role is for someone who wants to own both ends of the business problem, not just hand off a strategy.

You’ll report 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. Your remit includes 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.

Responsibilities

• Customer growth strategy: Identifying where and how a client can grow, and building the strategy and commercial case to help clients get there. This includes identifying and exploring new growth channels such as AI/GEO visibility, alongside more established paid and organic touchpoints.
• Experience strategy and design: Shaping the customer journey, value proposition, and end-to-end experience, and connecting this to the growth strategy and capabilities 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 the strategic, growth, and change process.
• Collaboration: Working hand-in-glove with Orchard's account, project management, and delivery teams.
• Stay Ahead of Industry Trends: Staying up to date with the latest trends in customer experience, marketing tech, AI, and recommending best practices to continuously improve while taking into consideration client needs and regulatory environments.

Requirements

• 10+ years experience across customer growth strategy and experience strategy, with a track record of demonstrated strategic and commercial thinking and marketing tech enablement, especially across CRM and Marketing Automation.
• Exposure to platforms such as HubSpot, Optimizely, Salesforce, or data platforms such as CDPs is an advantage, though hands-on platform delivery isn't the core of this role.
• Comfortable moving between strategic thinking and the operational detail of what it takes to implement a recommendation.
• Confident working with AI, data, analytics, and CRO/experimentation specialists, even if that's not your own core discipline.
• Strong client-facing presence and is able to build trust quickly and hold a senior relationship with confidence and autonomy.
• Genuinely energized by ambiguity and is able to shape a brief rather than needing one handed to you.
• Background in a customer transformation practice or an equivalent client-side or agency growth/experience role is desirable.

We Offer

• Competitive salary range: AUD 150,000 - 200,000 per year
• Full-time position
• On-site work location in Sydney, Australia
• A fun, hardworking team that leaves egos at the door
• A collaborative studio filled with inspiring people and free crumpets
• Commitment to your career at Orchard and your continued professional and personal development
• Rich array of internal and external structured training and education courses
• Ongoing individual wellbeing support through our Employee Assistance Program

About the Company

At Orchard, we believe creativity and technology should work hand-in-hand to invent better outcomes. We’re Australia’s leading health and wellness agency, blending modern marketing with science and powered by deep digital experience. Our work wins effectiveness awards and, more importantly, creates meaningful change for patients, HCPs, and the brands we partner with.

Orchard Marketing is part of the Enero Group. As a Group, we proudly acknowledge the traditional custodians of the land on which we operate, the Gadigal People of the Eora Nation. Our Innovate, Level 2, RAP endorsement aims to nurture, develop, encourage, and include Aboriginal and Torres Strait Islander talent, partners, and advisors both in our own agency, and across the broader industry. As such, we encourage peoples of all backgrounds to apply.