London
About the job
About us
Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put people at the heart of our approach to digital business transformation.
As the only integrated experience consultancy in the world with a heritage in data science and performance, Merkle delivers holistic, experiences that support growth, engagement, and loyalty.
Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.
With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.
The Role
As we continue to invest in our Growth journey, we are seeking a Customer Transformation Lead [Financial Services] to join our CXM Customer Transformation & Solutions Team to cohesively design, build and co-sell integrated transformation customer solutions that enable the business to exceed customer needs, increase our win-rate and deliver incremental revenue.
Reporting into the Chief Transformation Officer, this is a VP / Snr. Director level client facing pre-sales growth role requiring robust knowledge across multiple technology solutions, as well as proficiency in CX consulting and backed with strong commercial acumen.
This role will focus on several key objectives:
(1) Design, develop and present multi-capability CXM solutions that meet and exceed customer expectations, improve customer outcomes and increase Merkle’s win-rate.
(2) Design, build and productise repeatable CXM propositions – making it easier for Sales Leads and Client Partners to win with their customers, and unlock new logo opportunities.
(3) Develop and amplify Financial Services thought leadership that continues to position Merkle as thought-leaders in the Experience, Customer Technology, AI and Innovation space.
The suitable candidate will ideally have a strong background in CRM, agentic AI, data, analytics, commerce, digital media and marketing technologies with significant demonstrable experience of growing client accounts and cross selling opportunities from a solutions and consultancy perspective.
This role requires the ability to work across our end-to-end service offering. Whilst you will not be a deep dive expert in all these areas you will have the ability to thread these components together to create and close new opportunities, working in tandem with sales and client partners.
Life as a Customer Transformation Lead at Merkle
Curiosity and the desire to learn and be an expert in all elements of technology is a must. You are not a subject matter expert, but you are a connector to the broader Merkle and dentsu teams and must be excited at bringing new offerings to our clients.
You are driving change and innovation with our clients AND within the Merkle business; which makes your virtual teams an exciting place to grow careers.
Client satisfaction is the most important metric, truly happy clients trust us with more work. You are actively challenging our clients and bringing new opportunities as their innovation and growth partner.
You should be comfortable getting into the detail of the existing solution when required but also leading a pitch for a new opportunity
We operate in a fast-moving, ever-changing category. Technology and client expectations move daily. The Customer Transformation Lead is an avid industry news reader and seeks opportunities to expand their knowledge in CX, Technology, AI and Innovation
This role is not about managing a client but growing our clients through new offerings. This must be a craving, not a job to be done. Your KPIs are clear around customer and societal impact, revenue & margin contribution and overall business growth. To deliver that, you must be a commercially orientated individual. The offerings / solutions you bring to our customers must be good business for Merkle.
What we are looking for in you
Significant experience working with CRM, data, commerce, media, marketing and analytics cloud-based solutions with Financial Services customers
Dynamic and creative problem solvers that make effective decisions through the lens of customer transformation and technology strategy; a customer solutions-based mindset is key.
Experience working with enterprise clients, in particular Tier 1 and Tier 2 Financial Services businesses.
Within this, strong evidence of your ability to grow client accounts and cross sell opportunities to increase revenue.
Well versed in commercial pricing and delivery models.
Merkle is a fast paced and challenging organisation. You must not wait for solutions; the expectation is that you create and deliver them.
Active listening is the difference between a Customer Transformation Lead and passive pre-sales expertise. Active listening means knowing the difference between a request from the client and motivation of the ask, which is often a far more strategic challenge. Knowing when to challenge the request and/or delve deeper into what is being asked is critical and ensure Merkle is a strategic partner aligned and delivering against the client’s business strategy.
Natural curiosity and openness, with a big dose of fun, is what will make you successful. The solutions we deliver are big and the strategies behind them can be exhausting, so knowing how to have fun will go a long way and ensure you’re a leader in this highly competitive client marketplace
A few of the benefits
You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning
29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)
We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years
You'll have a hybrid working schedule, with flexible start/end hours
Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.
We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams
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