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London, United Kingdom
JOB #R2000121

Senior Strategy Consultant - Engagement and Communications Strategy Specialist

Senior Strategy Consultant – Engagement and Communications Strategy Specialist


Job description: Our consultants are the changemakers at the heart of our work. Blending creative and strategy, you will design and deliver complex strategic initiatives that solve customer and colleague business challenges. Promoting excellence and expertise at every opportunity, Consultants are relationship-orientated with an appetite to develop close connections with senior stakeholders internally and externally, all the while, acting as an evangelist for innovative thinking that helps ICF Next to grow.

You will develop intelligent audience engagement strategies and communications campaigns that deliver against business objectives and end-user needs. You will create participation between brands and their audiences in new and interesting ways. You will be expected to provide outstanding service across designated client accounts and projects, working collaboratively with peers of different specialisms (including creative strategists, UX/UI designers, digital) to bring the right blend of creativity and business acumen to meet client needs.

Who we are and what we do: We’re a cross-disciplinary team of consultants and designers who work with brands and organisations to develop compelling customer, colleague and citizen experiences and engagement. Our work is meaningful and impactful, driving engagement, participation, behaviour change, acquisition, retention and loyalty. We work with clients from a range of industries including retail, finance, travel, aviation, energy, government, telco and automotive. We design solutions for customers, colleagues and citizens; from customer loyalty programmes for well-known telco and airline brands, to delivering internal employee communications campaigns for the world’s largest drinks company, to designing citizen engagement experiences with European public services.

How we work: Culture is important to us. We always work collaboratively, valuing everyone’s individual specialism, expert opinion and small quirks – you’ll rarely find yourself alone at your desk but more likely brainstorming in a war room, mapping out user journeys or workshopping solutions with clients. And we like to have fun and socialise together too.

Main Responsibilities and duties:

We are looking for someone who has the background and expertise to hit the ground running with clients, taking a leading role in developing cross-channel audience engagement strategies to meet business needs. This will require you to:

Strategy development and implementation

  • Collaboratively work within cross-functional project teams of design strategists, creatives and consultants to deliver strategic solutions, from holistic cross-channel engagement frameworks to individual campaign strategies and plans
  • Critically approach client problems, challenging assumptions and identifying opportunities to push client briefs further to meet client needs and exceed expectations
  • Tailor strategies to markets and audience groups and work with clients to develop approaches to local market implementation
  • Use data and insights to inform audience segments, campaign targeting and personalisation
  • Establish and own measurement strategies, including campaign objectives, KPIs, and methodology for measuring against these, with a test and learn approach where appropriate
  • Balance the scientific with the creative; instinctively take an insights-driven approach to develop creative and innovative hypotheses and solutions
  • Work with content specialists to craft compelling stories and client presentations and when appropriate, present to clients
  • Work with creative, content and production specialists to see strategies and campaigns through to implementation, including input into development of overall campaign look and feel, campaign narrative, content, copy and assets, and ongoing QA

Project planning, management and delivery

  • Take and interpret briefs from clients, and develop client brief playbacks
  • Lead the development of client Statements of Work with input from relevant teams and SMEs
  • Work with Project Managers to oversee the development of project plans, resourcing and budgeting
  • Take responsibility for delivering relevant elements of the project plan to time and budget
  • Work with Project Managers to brief internal creative teams, providing quality assurance and translating into client-facing material e.g. contextualising creative outputs for client presentation

Client management and relationship

  • Build and maintain relationships with clients (and their agencies/suppliers where relevant)
  • Work with Account Managers to ensure consistent client satisfaction with deliverables and outcomes
  • Act as the key client strategy contact, when appropriate
  • Analyse individual client needs in order to deliver appropriate and tailored solutions
  • Work with Account Managers to develop account plans to manage relationship and growth

Maintain, grow and use industry skills

  • Undertake consumer, colleague and category research and draw relevant insights to inform work
  • Demonstrate understanding of audience engagement and digital communications trends

Business development and account growth

  • Use your knowledge in engagement and communications to inform client work and help identify new opportunities with existing and prospect clients/stakeholders
  • Collaboratively develop and contribute to proposals and pitches in response to briefs and RFPs


Must have:

  • Experience in audience engagement, communications and CRM
  • Previous experience developing engagement strategies for a variety of audience types – customers and/or colleagues and/or citizens – for marketing channels, gained within an agency or consultancy
  • Ability to communicate complex ideas, grasping not only the detail but able to contextualise
  • Ability to think strategically and practically
  • Ability to carry out more than one project type (at a time) and adapt to changing environments
  • Experience leading others; internal stakeholders, small teams and individuals with different expertise and experience
  • Microsoft Office Suite proficient

Beneficial to have:

  • Knowledge, experience and interest in digital marketing and innovation
  • Confidence in using audience/customer data
  • Knowledge in new marketing and communication methods
  • Interest in and understanding of experience strategy, journey mapping and UX

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

London Riverscape (GB75)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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