Senior Customer Engagement Planner

Posted Date 1 week ago(6/22/2022 7:46 AM)
Requisition ID




Ogilvy Social.Lab is not a traditional agency. We are an agency born for the Social Age. Ogilvy Social.Lab understands that social is more than just another digital channel. We cherish our entrepreneurial spirit and embrace the opportunity to rethink marketing and communications while challenging the status quo.


We are working for several local and international clients incl. Deutsche Bank, IKEA, Actiris, Ford, Engie, several European institutions, Nestlé, Pfizer, Unilever, Vans, OffWhite, etc. 

Social.Lab was acquired by Ogilvy in 2013, is headquartered in Brussels and has offices in New York, London, Paris, Amsterdam, Bucharest, Singapore, Dubai, Cape Town, Warsaw, and Zurich.


We are growing fast and we love it. We know that our success is a direct result of our talents.




The Brussels team is looking for a new Senior Strategic Planner with expertise in customer engagement and customer relationship management.  Someone who enjoys working with data, who is passionate about going deep to uncover human insights and can take brand thinking and turn it into meaningful customer experiences.  This role will report to the lead Strategist of Customer Engagement & Commerce in the Social Lab headquarters in Brussels and will work with both local and global clients.




  • Lead multi-channel communications planning across various accounts to help build brand experiences; includes the creation of customer journeys, distilling insights, full-funnel campaign strategy, engagement ecosystems, messaging, tactics, and performance measurement
  • Drive marketing and communication strategy as an expression of broader brand strategies, developing tactical campaigns across email, web, search, CRM, media, PR, events, and social (as well as emergent technologies) 
  • Build personas and customer segmentations to ensure a customer-centric approach
  • Provide clear, compelling creative direction through different tools/methods such as: single-minded creative briefs, competitive analysis, brainstorming sessions, etc.
  • Design and implement research projects to address client business issues and gain insight into target audiences
  • Derive implications from email/CRM performance to further a test-and-learn approach
  • Stay current and connected to popular culture and social/digital trends in order to bring innovation to the work and contribute to knowledge-sharing across the agency and network



  • Have experience developing strategies for acquisition, cross selling, retention, and loyalty programs across a variety of engagements and industries
  • Can work across different disciplines: Digital, Social, CRM, Media, Content, and Analytics to drive integrated engagement planning
  • Cultivate audience-first thinking – always start with the audience, demonstrate empathy, formalize the invisible truth
  • Have excellent communication skills with the ability to engage, influence, and inspire stakeholders (agency + client) to drive collaboration and alignment 
  • Salesforce, DMP, Google Analytics. PowerBi experience a plus, but not required
  • Be comfortable working independently as well as collaboratively as part of a team
  • Have a high degree of organization, individual initiative, and personal accountability 
  • Be available for domestic travel to Clients – as needed



  • Degree in Marketing or Advertising is preferable
  • 5-7+ years of experience in strategic planning at an advertising or integrated communications agency (digital and CRM experience a plus)
  • Extensive knowledge of social media & digital, communications planning, brand growth strategies, consumer insight development
  • Proficiency in English. Dutch & French appreciated, but not required
  • This role is open to local as well as global applicants in a similar time zone as Brussels


  • Fulltime job within a growing and trendsetting advertising agency, located in our new WPP campus in Brussels
  • Great exposure to international clients and the Ogilvy network
  • International environment
  • Attractive package and benefits
  • Continuous trainings
  • Career conversations and growing opportunities
  • Very good work atmosphere with flexibility opportunities
  • Incredible rooftop


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