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At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone. As a Digital Engagement Strategist, you’re equally comfortable operating at the strategic altitude and in the weeds of day-to-day delivery. You have a background in digital agencies and a track record of owning complex transformation programmes. You’ve likely worn hats such as Product Manager, Digital Strategist, Project Manager or Client Partner—and you understand what it means to guide a client while getting work over the line. You thrive on solving real business problems, building trust with senior stakeholders, and collaborating closely with creative and technical teams. You bring a rare combination of strategic acumen, delivery discipline and commercial instinct—alongside a curiosity for AI and emerging tech. And you’re energised by face-to-face interaction: spending time on-site with the client, helping steer them through complexity. The role blends four things: Product Ownership: represent the product vision, shape roadmaps, and connect delivery to outcomes; Strategic Growth: identify new needs, shape upcoming work, and ensure commercial alignment; Client Relationship Leadership: act as the strategic counterpart to our clients, ensuring executive alignment and engagement; Pre-Sales & New Business Leadership: lead strategic pre-sales engagements, shape early-stage delivery, and help win the right type of work by aligning our product and partnership vision with client ambition.
Job Responsibility:
Act as the primary digital engagement lead across one or more strategic accounts—guiding clients through Discovery, Strategy, Design, Development and Delivery
Proactively identify improvement opportunities on live platforms, ensuring our work evolves through a Continuous Improvement (CI) mindset
Translate complex business needs into phased outcome-led roadmaps that guide both near-term delivery and long-term transformation
Act as the internal voice of the client and the external voice of the product - ensuring everything we deliver is connected to a clearly defined product vision, prioritised roadmap, and measurable business value
Provide clear strategic direction to delivery teams - partnering with Design, Tech, and Delivery Leads to ensure alignment on capacity, velocity, and value, while stepping back from day-to-day delivery management
Support clients in shaping go-to-market (GTM) strategies, service propositions, or business design initiatives - particularly during Discovery or early-phase engagements
Help shape commercial models and prioritisation trade-offs in partnership with clients - aligning budgets, ambition and investment phasing across multi-stage programmes
Build credibility with senior stakeholders—offering a clear, structured point of view while flexing between corporate polish and startup hustle
Operate as a connector across disciplines: delivery, strategy, design, content, data and technology
Shape and steer multi-disciplinary teams to deliver experience-led digital transformation programmes
Lead workshops, stakeholder interviews and discovery engagements to uncover goals, pain points and opportunities
Work with technologists and platform specialists to determine the best in class technical solutions to business problems
Support proposal writing, scoping and pre-sales activities
Maintain an informed POV on AI, emerging tech, composable platforms and customer experience best practices
Requirements:
~10+ years of experience in digital strategy, product, delivery, or consultancy roles in an agency setting
Proven ability to lead complex transformation programmes and Continuous Improvement (CI) programmes
Strong understanding of agile-based and waterfall delivery models and are comfortable flexing between traditional and adaptive methodologies
Hands-on knowledge of DXP & MarTech ecosystems and extensive experience working with at least one enterprise CMS (e.g. Sitecore, Adobe, Optimizely, Acquia, LifeRay) preferably with at least one relevant platform certification or qualification
Confidence in managing senior stakeholders and leading difficult, high-stakes conversations
Experience spending meaningful time working on-site with clients and are comfortable committing to a hybrid working week of client-side office days, agency office days and working from home
Strong collaboration and communication skills—able to guide and inspire cross-functional teams
Experience with service blueprints, customer journey mapping and organisational change facilitation
Curiosity for AI, emerging technologies and evolving customer experience trends
Two recent case studies you can share in interview to demonstrate your impact
Nice to have:
Preferred experience industries such as hospitality, tourism, logistics or transport