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MarTech Operations Manager

Location: London, England.
Company Description:

Company Description

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specialises in the delivery of unique, personalised customer experiences across platforms and devices. We call it ‘people-based’ marketing, and with over 25 years’ experience, we are proud to be recognised as a global leader.

Merkle’s heritage in data, technology and analytics is the foundation for our understanding of consumer insights that drives our people-based marketing strategies. Combined with our expertise in performance creative and media, we can then offer our clients content-driven, contextual and compelling customer experiences that drive business growth.

In 2016, the agency joined dentsu, one of the world’s biggest media companies to form the Customer Experience Management (CXM) Line of Business.

Job Description:

The Role

The purpose of the role is to continually challenge, evolve and strengthen the operational and commercial effectiveness of the Data Management and Marketing Technology capability. The role owner will support the infrastructure and platform for our client facing teams to cement Merkle’s status as long-term strategic partners for transformation and growth for our clients.

The main objective is to deliver commercial performance KPIs, including a competitive cost to serve, whilst also representing people, client, and operational interests.

The role focuses can be broadly categorised into the following four key topics:

•       Operational Effectiveness: ensuring the smooth and efficient running of all operational areas from people to finance

•       Business planning, reporting and BI: ensuring capability and practice leads can make well-informed, fast decisions on business issues

•       People Retention and Career Developments:  Working with capability and team leads improve people retention and career development to support and enable growth

•       Change Management: support team members in embracing and adopting new ways of working

Role Focuses

Operational Effectiveness

Maximise the performance of the human, technical, and process side of the business; resulting in an efficient and effective operating model.

·       Ensure forecasting, budgeting, and team planning & resourcing are geared towards delivering the best experience for our people (existing and new) and focused on the delivery of target performance measures for the Practice Area (gross margin, cost to serve, offshore expansion etc)      

·       Alongside Delivery Leads, manage business tools for teams to accurately forecast income and cost to feed into budgeting, planning, recruitment, and team development processes.

·       Support Capability Lead and Delivery Leads in developing the appropriate level of nearshore, offshore resource mix for their teams.

·       Lead and support resource planning and management for BAU and new work.

·       Drive timesheet compliance to improve accuracy and reliability of client profitability information, and subsequent action planning by client owners.

  • Support critical business operational processes e.g. forecasting, resourcing, month end for the capability

·       Work with specialist teams on roll-out of any new tools and technology, ensuring adherence to data security and privacy compliance processes.

·       Alongside relevant teams, manage onboarding of new business from an operational standpoint (billing, timesheets, forecasts etc.), smoothing the transition between pitch team and account team.

·       Work with the delivery leads and appropriate stakeholders to ensure all operational and HR related policies, procedures and processes are discussed and understood – gathering questions and considerations to feed into to wider comms and roll-out.

  • Supporting the preparation and delivery of internal update meetings such as monthly leadership meetings and capability wide all hands

Business planning, reporting and BI

Support business strategic initiatives and decision making by collecting, assessing, and modelling commercial/business performance data for the capability. Present in easily digestible format leading to data driven decision making.

·       Prepare monthly performance review to be presented to finance and the Operations Director.

·       Monitor resource effectiveness using timesheet, revenue, and cost data. Work with Delivery Leads to address low margin clients, and support teams with delivery of operational solutions.

People Retention and Career Development

Ensuring the strength of our people is the major factor in establishing Merkle’s position with clients as a strategic partner for growth. Work alongside People Team to:


·       Ensure objectives and development planning is implemented for every individual, alongside salary reviews against market benchmarks.

·       Identify and develop plan for retaining top performers in collaboration with HR and team leads

·       Ensure learning opportunities are available and adopted by our people.

Change Management

Lead the change management process for the Data and Martech capability and support team members in embracing and adopting new ways of working. 

·       Implement the change management process for any aspects of process, operations or ways-of-

working evolution as a result of the integration with Dentsu. 

·       Consistently interrogate and develop business processes, resulting in time efficiencies and work effectiveness for all stakeholders.

·       Ensure updates, procedures and processes are discussed, debated, and considered by the relevant stakeholders before roll out to anticipate questions and formulate appropriate comms to different audiences.

Travel is expected as required for engaging with the broader team.


What Success Looks Like

The role will be measured on the following:

·       Accurate management of cost and people data

·       Increased adoption of offshore model within client teams

·       Team pyramids align with Merkle guidance

·       Efficiencies in operational process demonstrated by time saving, cost saving, increased output or additional client engagement

·       Staff retention rate (specifics to be confirmed as part of Performance Review)

·       Positive 360 feedback from peers.


What we are looking for in you

•       Clear influencing skills and an ability to manage change effectively.

•       Strong team leadership ability; providing mentorship, influencing internal leadership for mutual benefit, recruiting and retaining key talent.

•       Ability to understand cultural nuances; respects differences in culture, approach and skillset.

•       Good Excel skills

•       Ability to analyse numerical data

•       Excellent attention to detail

•       Good verbal and written communication skills

•       Good presentation skills

•        Organised and ability to work to deadlines

Additional Information:

More Information:

Graduate Opportunities: Whether you're still studying, recently graduated or are already working and fancy a career hop, we could have a perfect opportunity for you.
Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.