CX Transformation - Loyalty - Senior Consultant

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 humour, 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 programmes 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 programme design, launch, evolution and optimisation 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 programme design, transformation roadmap development and launch planning.
• You will help clients embed deeper customer engagement across their wider loyalty, marketing and customer ecosystem, ensuring programmes 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, optimisation 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, recognise and reward customers over time.
• You will serve as a point of contact for clients, keeping them updated and alignment 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 personalisation, 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 rigour 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 you 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 organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational 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 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 at available at: https://www.capgemini.com/gb-en/service/invent