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. 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. The ideal candidate is rigorous, curious, and commercially astute.
Responsibilities
Customer growth strategy: identifying where and how a client can grow, and building the strategy and commercial case to help clients get there, including exploring 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 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 in customer experience, marketing tech, and AI, and recommend best practices 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 and marketing tech enablement, especially across CRM and Marketing Automation; 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; Strong client-facing presence and able to build trust quickly and hold a senior relationship with confidence and autonomy; Genuinely energised by ambiguity and able to shape a brief rather than needing one handed to you
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
Awesome, fun working environment full of culture and energy; Healthy work/life balance focus; Internal and external structured training and education courses; Ongoing individual wellbeing support through Employee Assistance Program; Free crumpets
Australia · Sydney
