Customer Strategy & Digital Transformation Director

About the role

Orchard, Australia's leading health and wellness agency, is looking for a Customer Strategy & Digital Transformation Director to join its Experience & Strategy team. Reporting to the Head of Customer Growth & MarTech, the role owns both the customer growth challenge and the experience gap, shaping strategy, platform and data work to deliver results. It suits someone rigorous, curious and commercially astute who can turn ambiguous briefs into a clear point of view.

Key responsibilities

• Customer growth strategy: identify where and how a client can grow, build the strategy and commercial case, and explore new channels such as AI and GEO visibility alongside paid and organic touchpoints.
• Experience strategy and design: shape the customer journey, value proposition and end-to-end experience, linked to growth strategy with a deliverable plan.
• MarTech and data strategy: advise on platform, CRM, marketing automation and data-layer decisions, including migrations, with specialist teams.
• Commercial and value modelling: turn ambitious targets into a credible, evidenced roadmap.
• Client leadership: run senior client relationships, including stakeholder presentations and guiding clients through the strategic, growth and change process.
• Collaborate closely with account, project management and delivery teams, and stay ahead of industry trends in customer experience, marketing tech and AI.

Required profile

• 10+ years of experience in customer growth strategy and experience strategy, with a track record of strategic and commercial thinking and marketing tech enablement, especially CRM and marketing automation.
• Comfortable moving between strategic thinking and the operational detail of implementation.
• Confident working with AI, data, analytics and CRO/experimentation specialists.
• Strong client-facing presence, able to build trust quickly and hold a senior relationship with autonomy.
• Energetic by ambiguity, able to shape a brief rather than waiting for one.
• A background in a customer transformation practice or an equivalent client-side or agency growth/experience role is desirable.

Required skills

• CRM and marketing automation enablement
• Advantage: exposure to HubSpot, Optimizely, Salesforce or CDP data platforms (hands-on delivery is not core)

What we offer

• Internal and external structured training and education courses
• Ongoing individual wellbeing support through an Employee Assistance Program
• A focus on work-life balance and professional development