Job Description

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Clarins, Picard, Courir, Macif, Printemps, Google, Uber, Paypal, Visa, Tinder , and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. We are more than +4,000 employees in +60 countries . Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!
DESCRIPTION

As a Senior CX Consultant EMEA , you act as a strategic advisor helping Sinch Enterprise customers maximize the value of the Customer Communications Cloud. In close partnership with Account Managers, you inspire customers with innovative conversational use cases, best practices, and success stories across RCS, Rich SMS, WhatsApp, SMS, and AI-powered messaging experiences .

You leverage your expertise in customer engagement, conversational messaging, lifecycle marketing, and digital strategy to co-create with Web Designers impactful omnichannel animation plans that drive measurable business outcomes. From acquisition to retention and loyalty, you translate business objectives into scalable engagement strategies that accelerate adoption, increase ROI, and elevate customer experience.

You serve as a trusted consultant throughout the customer lifecycle, building executive relationships, understanding business goals, and aligning Sinch solutions to deliver meaningful impact.

In this role, you collaborate closely with Sales, Account Managers, Sales Engineers, Product, Solutions, and Design teams to ensure a seamless, consultative experience. You lead onboarding, executive business reviews, workshops, and quarterly/semester success plans, providing tailored recommendations across the full customer journey.

Through your advisory approach, you strengthen customer loyalty, drive expansion, and turn customers into long-term advocates of Sinch.

You also contribute to Sinch Customer Experience initiatives by participating in strategic events, executive roundtables, webinars, and partner sessions with companies such as Google and Meta designed to inspire customers, showcase innovation, and uncover new growth opportunities.
CORE COMPETENCIES

• EMEA Lifecycle Support: Partner closely with Account Managers in EMEA to support the full customer lifecycle - from onboarding and adoption through expansion and renewal - ensuring a seamless, value-driven customer experience at every stage.
• Trusted Advisory: Build trusted relationships with Enterprise customers and position yourself as their preferred advisor on conversational customer engagement and messaging strategies.
• Strategic Consulting: Act as a strategic consultant by identifying, designing, and presenting high-impact conversational use cases, supported by market insights, industry benchmarks, and product expertise.
• Inspirational Delivery: Inspire customers and prospects through compelling success stories, concrete use cases, and best-in-class examples across conversational channels.
• Data-Driven Strategy: Recommend innovative, data-driven customer engagement strategies aligned with each client's marketing, CRM, and business objectives.
• Product Expertise & Onboarding: Provide expert consultation on Sinch solutions and actively support onboarding in collaboration with Delivery teams, ensuring strong execution and accelerated time-to-value.
• Channel Adoption: Accelerate product and channel adoption (RCS, WhatsApp, SMS, and other messaging solutions) by promoting best practices and continuously optimizing campaign and engagement strategies.
• Campaign Execution: Lead the end-to-end strategy and execution of conversational campaigns, including use case identification, briefing, coordination with Delivery teams, and performance analysis with actionable insights.
• Retention & QBRs: Drive customer retention by leading regular strategic touchpoints, quarterly business reviews (QBRs), and proactively identifying risks and growth opportunities.
• Thought Leadership: Share market trends, consumer insights, and Sinch product expertise to help customers stay ahead of industry evolution and unlock new opportunities.
• Voice of the Customer (VoC): Act as the voice of the customer internally by consolidating feedback and collaborating with Product, Engineering, and Solutions teams to influence roadmap priorities.

REQUIREMENTS

• Education: Master's degree in Marketing, Business, Data, Digital Strategy, or a related field.
• Experience: Minimum of 5+ years of experience in Customer Success, Digital Consulting, CRM, MarTech, CPaaS, or SaaS environments, ideally within Enterprise or high-growth accounts.
• Commercial Drive: Strong commercial mindset with the ability to identify growth opportunities, influence adoption, and contribute to account expansion.
• Account Management: Proven experience managing strategic Enterprise accounts with complex stakeholder environments.
• CRM & Lifecycle Marketing: Strong expertise in customer engagement, CRM, and lifecycle marketing strategies.
• Omnichannel Execution: Demonstrated ability to design and execute omnichannel communication strategies across digital channels.
• CPaaS Ecosystems: Good understanding of conversational messaging ecosystems, including WhatsApp Business, RCS, SMS, and related technologies.
• AI Productivity: Comfortable leveraging AI tools (e.g., Gemini, Claude, ChatGPT or equivalent) to enhance productivity, generate insights, and build strategic recommendations.
• Languages: Excellent verbal and written communication skills in both French and English.
• Cross-Functional Collaboration: Strong ability to work cross-functionally in complex environments and manage multiple priorities across a diverse customer portfolio.

BIG PLUS

• Knowledge of the Adobe Campaign and Salesforce Marketing Cloud ecosystems.
• German, Italian, or other European language skills.

OUR HIRING PROCESS

Our corporate language is English. Please submit your application in English.
Work Authorization Requirements

Applicants must:

• Hold French or EU/EEA citizenship.
• Have a valid French work permit.

Salary:

The annual salary for this position is between 50000 - 62000 EUR + bonus. Factors which may affect pay within this range may include skills, education, experience, and other qualifications.
How We Hire

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: Sinch Careers. No matter who you are, we hope you find an exciting path forward - hopefully with us!