Job Description

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. 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.

The ideal candidate is rigorous, curious, and commercially astute. You can shape ambiguous briefs into a transparent point of view, owning senior client relationships, and pull in the right specialists across Orchard to design and deliver the solution.

Key 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: Stay up to date with the latest trends in customer experience, marketing tech, AI and recommend best practices to continuously improve whilst taking into consideration client needs and regulatory environments.

📌 Orchard - Customer Strategy & Digital Transformation Director (New South Wales)
🏢 Orchard Marketing
📍 New South Wales