CX Transformation - Loyalty - Senior Consultant
Tech Stack
Job Description, Responsibilities & Requirements
About the Position
CX Transformation - Loyalty - Senior Consultant
We are seeking a Senior Consultant for customer engagement and loyalty to join our team in London, driving retention and long-term value.
Why Join frog?
Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements, and communications.
Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. Frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs prize humor, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community-and the world at large.
What You Will Be Doing
We are looking to hire a Senior Consultant to deliver outstanding client outcomes, bringing their customer engagement, loyalty, CRM, and marketing activation experience. In this role, you will work with clients to design, evolve, and activate customer engagement initiatives and loyalty programs that drive retention and long-term value, as well as supporting broader customer experience transformation initiatives.
You will support clients on customer engagement and loyalty to deliver measurable business outcomes. You will work on loyalty-led, CRM-enabled customer engagements across strategy, experience, and business transformation, enabled by data and technology. You will support clients through proposition and program design, launch, evolution, and optimization at global or multi-market scale.
As part of multi-disciplinary teams, you will help our clients drive customer engagement and define loyalty propositions, as well as translating business objectives into clear customer and loyalty capabilities and developing practical solutions spanning strategy, experience, data, platforms, and activation.
An Overview Of The Role
This role is an exciting position focused on customer engagement and loyalty, enabled by CRM, marketing transformation, and technology.
- You will lead workstreams, including small teams, across various stages of customer engagement and loyalty transformation - defining propositions and future-state visions, business casing, loyalty and CRM-enabled program design, transformation roadmap development, and launch planning.
- You will help clients embed deeper customer engagement across their wider loyalty, marketing, and customer ecosystem, ensuring programs are tightly connected to data, platforms, journeys, and operating models.
- You will work collaboratively with technology and data teams to provide guidance on platform selection, strategy, enablement, optimization, and governance.
- You will contribute to the delivery of high-quality consulting work, collaborating with marketing, data, and technology colleagues to deliver outcomes that are practical, valuable, and measurable.
- You will bring a customer-first mindset, helping clients improve how they engage, recognize, and reward customers over time.
- You will serve as a point of contact for clients, keeping them updated and aligned on delivery.
- You will network with internal stakeholders, leveraging your network to bring best practice and innovation to client work.
- You will contribute to business development and thought leadership activities to grow our practice and pipeline.
What We Look For
You will have some of the following experience:
- Previous experience in consulting, industry, or agency roles focused on customer engagement and loyalty, with strong CRM and marketing activation experience.
- A strong understanding of customer engagement drivers, loyalty mechanics, CRM, and marketing enablement, operating models, and activation strategies.
- Hands-on experience designing or supporting customer engagement, loyalty, or CRM strategies, including loyalty proposition, customer journeys, and segmentation.
- Some exposure to marketing strategy and activation, for example, personalization, campaign activation, and marketing technology.
- An understanding of CRM, loyalty, and marketing platforms (e.g., Salesforce, Adobe, Antavo, Talon.One, Eagle Eye, etc.) and how they enable loyalty and engagement use cases.
- The ability to turn business and customer objectives into clear requirements, capabilities, and roadmaps, balancing strategy with real-world delivery considerations.
- Comfort working with client stakeholders to identify challenges, shape recommendations, and support implementation.
- An understanding of how AI capabilities, including agentic, can be leveraged in the loyalty and CRM space.
Outside of the specific skillsets attached to this role, we look for individuals who are well aligned to our culture and ways of working at frog:
- Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.
- Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease.
- Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
- Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
- Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.
- Intellectually curious – Seeks new and different ways of doing things and applies intellectual rigor to developing points of view and proposals.
- Storyteller – Can engage and excite across colleagues and clients alike through well-crafted stories and messaging.
It Would Be a Bonus If You Have
- Experience working with several loyalty/membership and CX platforms (e.g., Salesforce, Adobe, Antavo, Talon.One, Eagle Eye, etc.).
- Experience across industries where loyalty is a critical growth lever, such as retail, consumer products, travel, hospitality, financial services, or telco.
Need To Know
We don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring your whole self to work.
We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Employee wellbeing is vitally important to us as an organization. We see a healthy and happy workforce as a critical component for us to achieve our organizational ambitions. To help support wellbeing, we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.
CSR
We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.
Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.
We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent on grade and on company and personal performance.
About Capgemini Invent
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market-leading capabilities in AI, cloud, and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
More information is available at: Capgemini Invent