VP Experience & Optimisation

VP Experience & Optimisation

London • Hybrid Remote

About Remarkable

We are Remarkable - a digital experience agency built to power transformative customer journeys. We partner with ambitious, forward-thinking brands to create high-performing platforms, products, and content strategies through platforms like Sitecore, Optimizely, and Microsoft Dynamics. With deep expertise across cloud, content, commerce, and CRM, we help brands across sectors - especially B2B - connect with their audiences, accelerate performance, and scale with confidence. We're collaborative, curious, and outcome-focused. We thrive on solving complex challenges and delivering work that makes a difference. If you're passionate about elevating content from a tactical asset to a strategic advantage, this is the place for you.

Purpose of the Role

In this role, you will be the top dog for all things Content, Experience and Channel Optimisation. This means building and leading a team of expert craftspeople, working with our Marketing & Sales teams to bring in new work and working with our clients to deliver award winning experiences that convert.

This role is for a commercially savvy thought leader, someone who can inspire and engage our clients, team and prospects with the endless possibilities that well thought through content, creative and channel strategies can deliver, focusing on generating optimum ROI for our clients. Of course, our expectation will be that AI, standardisation and productization will run through everything that you and your team deliver, ensuring that we are producing remarkable experiences consistently, delivering value for our clients and revenue and margin for our business.

Key Responsibilities and Accountabilities

Content & Experience

• Win awards for outstanding creative and impact for our clients
• Keep us at the forefront of content strategy and experience in a world where content creation is getting easier and more accessible every day
• Oversee the development of AI-powered product solutions for both content strategy, creation and experience design
• Be a thought leader, standing on stages talking about the latest in content, experience and AI trends within our sector and those of our clients

Channel Optimisation

• Win awards for our clients for digital marketing impact and value based KPIs (e.g. return on investment, CPA/CPL etc.)
• Ensure that we are always talking to our clients about CRO, and on-going channel optimisation with the aim of having CRO in every commercial client relationship
• Keep us ahead of the latest thinking and practices in AI platforms and work with our other VPs to ensure that we always thinking about the next AI channel experience and opportunity
• Ensures quality assurance practices are embedded across all deliverables and that clients are fully aware of the results we have achieved and the value that we deliver

Thought Leadership

• Ensure that both our Content & Experience, and Channel Optimisation practices are generating quality, high value, thought leadership and that we have a view and a voice on the latest trends in these areas
• Ensure that your practice leads are seen as thought leaders and visionaries within their specific areas of expertise
• Ensure that our own team is consistently educated and trained on the latest thinking and practices within Content & Experience, and Channel Optimisation

AI-Specific Responsibilities

• Develop and AI strategy and road map for the strategic adoption of AI across all areas of Content & Experience, and Channel Optimisation
• Manages AI training data governance and model performance monitoring
• Establishes AI testing and validation protocols
• Collaborate with our VP Platforms & AI to ensure that all of our end-to-end offerings have AI and Agentic Orchestration running throughout in order to create quality deliverables as efficiently and effectively as possible
• Ensures responsible AI practices and bias mitigation
• Manages AI vendor relationships and technology evaluations

Team Management

• Direct management of your Practice Leads and the teams in your area
• Responsible for performance management, career development, and succession planning
• Collaborate with our People & Culture Team to ensure that we have a solid pipeline of new talent
• Ensure that your practices have a solid Flexible Edge platform so that freelances, and third parties can be called upon as needed by the business
• Conduct regular performance reviews and provides mentoring
• Create professional development pathways for the practices under your remit
• Foster a collaborative culture and ensure knowledge sharing

Client Delivery

• Support all business development activities
• Ensures consistent service quality across all deliverables and outputs
• Provides oversight for complex client projects and deliverables
• Manages escalations and always be working with your practice leads to mitigate risks
• Collaborates with other senior leaders on integrated client solutions.

Financial Responsibility

• Accountable for gross margin performance of the Content & Experience team, and Channel Optimisation team
• Drive revenue growth through standardisation and product/service development
• Manage budget allocation and resource planning for your pillar of the business

Skills and Competencies

• Have a passion for content, experience and optimisation and be experienced in working on large value portfolio projects, where ROI and value are demanded by your clients
• An understanding of the cost and consequences of implementation
• Ability to document work and projects and report to the senior leadership team
• Good organisational and interpersonal skills with good verbal and written communication skills and an ability to work to tight deadlines

Personal Attributes

• Strategic Thinker: Capable of translating organizational goals into actionable delivery strategies that drive success.
• Leadership Excellence: Proven ability to lead and inspire teams, fostering an environment of trust, accountability, and high performance.
• Effective Communicator: Skilled at delivering complex messages clearly and persuasively to diverse audiences.
• Adaptability: Adept at navigating between traditional and Agile delivery processes to meet clients "where they are."
• Collaborative Partner: Strong interpersonal skills to work effectively across departments and with external stakeholders.
• Problem Solver: Exceptional ability to identify challenges, assess trade-offs, and implement effective solutions.
• Empathetic Mentor: Committed to the growth and well-being of team members, supporting their professional development.

ISO

• Strategic Oversight and Policy Development: Support the development and implementation of the agency's information security strategy and policies in alignment with ISO 27001:2022 standards.
• Risk and Compliance Management: Conduct high-level risk assessments to ensure compliance with relevant regulations and oversee internal and external audits.
• Incident Response and Resource Allocation: Lead in responding to security incidents affecting your team and allocating necessary resources to support the information security program.
• Management Review and Continuous Improvement: Ensure attendance at management review meetings and drive continuous improvement initiatives to enhance the agency's information security posture.