Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. With 9,600+ employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the US, EMEA, and APAC. In 2016, the agency joined the Dentsu Aegis Network. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkleinc.com.

Candidates for the role of Director – Customer Experience Strategy, are highly skilled at working with clients to develop strategic solutions that are not readily apparent, through the ability to turn research, analytics data, customer needs and journeys, business, competitor, and experience assessment findings into insights that inform the creation of a CX strategy, vision, and digital transformation roadmap.

We consult with Fortune 1000 B2C and B2B companies looking to transform their business and customer experiences. Our mission is to develop groundbreaking actionable CX strategies that help our clients grow their business, brand, transform their customer experience landscape, bring digital products and services to market, and outpace the competition.

Our practice offerings are conducted and delivered via workshops, research, assessments, and road maps focused on identifying the challenges and opportunities brands have with their customers, strategy, vision, and their experience landscape consisting of web sites, portal, ecommerce, app, and owned social experiences. We also assess the marketing organizations digital transformation readiness, and Web and CRM technology stack in collaboration with other Merkle service lines, as part of our consultative approach.

The Director – Customer Experience Strategy will be part of a growing team in a developing consulting practice that is part of the Merkle Technology Strategy business unit. Candidates for this role are collaborators, thrive in a team-based environment, and are adept at following established sales, delivery, and practice line management processes. This role will work with multiple Merkle service lines including experience strategy, UX design, creative, web platforms, marketing technology consulting, eCommerce, CRM, and analytics to deliver integrated solutions.

Expected Job Functions:

·         Serve as the supporting or lead consultant on enterprise customer experience transformation assessments and road map initiatives

·         Work closely with clients to understand their business objectives, customer needs, industry challenges, market trends, and growth opportunities

·         Design, facilitate, and lead stakeholder interview and assessment or innovation workshops

·         Leverage and build upon Merkle Customer Experience and Digital Transformation consulting frameworks

·         Generate insights from assessments and research data that translate to actionable strategies and tactics

·         Development, management, and presentation of deliverables to internal teams, sales, and clients at management and executive levels

·         Work closely with analytics, customer research, content, SEO, user experience design, Web, CRM, and commerce platform team members and resources across Merkle service lines

·         Support Merkle sales in solutioning and selling assessments, road maps, and follow-on activation work

·         Solution and Manage a pipeline of opportunities following Merkle standard processes using Salesforce CRM and pricing tools

·         Identify and define upsell opportunities based on assessment and roadmap outcomes

Required Experience:

·         Bachelor’s degree or requisite agency, or consultancy experience

·         8 to 10 years consulting in customer experience strategy, digital transformation, experience design, or marketing technology

·         High-level knowledge of Adobe CMS, DAM, marketing automation and ecommerce platforms

·         High-level knowledge of Salesforce sales enablement technologies and marketing automation platforms

·         Conducting workshops, stakeholder and customer interviews and generating insights from research

·         Assessing customer experience landscape performance from tools such as Adobe or Google Analytics, social listening, high level journey mapping, use case development, and other methods such as Google Trends

·         Have led consulting engagements in the $350K to $500K budget range

·         Working with client stakeholders across marketing, strategy, analytics, technology and IT at the management and executive levels (e.g. Dir., VP, SVP, C-suite)

·         Can lead or support multiple engagements under significant deadline pressure

·         Ability to thrive in a geographically dispersed team-based environment on multiple priorities

·         Expert level written, verbal, and presentation communication skills

·         Ability to travel in the US and internationally when necessary, up to 35%.

·         Bachelor’s degree or requisite agency, or consultancy experience

·         8 to 10 years consulting in customer experience strategy, digital transformation, experience design, or marketing technology

·         High-level knowledge of Adobe CMS, DAM, marketing automation and ecommerce platforms

·         High-level knowledge of Salesforce sales enablement technologies and marketing automation platforms

·         Conducting workshops, stakeholder and customer interviews and generating insights from research

·         Assessing customer experience landscape performance from tools such as Adobe or Google Analytics, social listening, high level journey mapping, use case development, and other methods such as Google Trends

·         Have led consulting engagements in the $350K to $500K budget range

·         Working with client stakeholders across marketing, strategy, analytics, technology and IT at the management and executive levels (e.g. Dir., VP, SVP, C-suite)

·         Can lead or support multiple engagements under significant deadline pressure

·         Ability to thrive in a geographically dispersed team-based environment on multiple priorities

·         Expert level written, verbal, and presentation communication skills

·         Ability to travel in the US and internationally when necessary, up to 35%.

At Merkle, we believe that a diverse environment improves us as a community and as a business. We want to foster an environment of growth, where all ideas and contributions are encouraged. We need this culture of courage to continue to thrive in our fast-paced industry. We embrace differences of opinion. We value diversity of experience and thought, which help us to challenge and define industry-leading solutions, and support our goal of being a great place to work.

Merkle fosters a diverse environment that encourages original thinking about our business and empowers us to communicate with a global world of customers. We embrace differences of opinion and diversity of thought as they help us challenge and refine our solutions. Merkle, as a best-in-class marketing agency, welcomes big ideas, and believes they can come from anywhere. 

All your information will be kept confidential according to EEO guidelines.