Merkle, a dentsu company, is a leading data-driven customer experience management (CXM) company 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 company’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyper-personalized marketing strategies. Its combined strengths in consulting, creative, media, analytics, data, identity, CX/commerce, technology, and loyalty & promotions drive improved marketing results and competitive advantage. With more than 14,000 employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the Americas, EMEA, and APAC.

This is a client facing role where you’ll be leading the Product Content Management team. You will be responsible for strategic direction, operational excellence and efficiency, execution support and troubleshooting. Issues from different business areas are raised by the client and their resolution can require comprehensive knowledge of various systems, a full understanding of the end-to-end content publication process and frequent collaboration with the client’s IT and Product Management teams. This role also requires very close collaboration with the Merkle Web team. The overall focus of the role is to elevate delivery from Support team to a Service Team. The Lead/Manager needs to fully own the following:

Roles & Responsibilities – System Support Manager • Knowledge base manager • Trend + productivity analytics - Deep dive into client requests to generate insights & suggestions to optimize day to day processes • Customer feedback co-ordination • System + IT relationship owner • Operational excellence and quality assurance • Strategic direction & Client consultation • Oversee Bulk SOP/EOP updates • Generation of Content Syndication exports – • Troubleshooting • Handling translation logs • Workload management and prioritization

Skills needed:

• Drive to learn, create and innovate

• Management experience

• Collaborative and team spirit

• Very organized, attention to detail, is able to work independently and with little supervision.

• Strong communication skills

• Inquisitive with an analytical mindset

• Project and team management experience

• Excellent Troubleshooting skills

• Experience with BMECat, Excel and Trade Brochure will be added advantage.

• Experience of client facing roles working with global accounts and international stakeholders

• Knowledge on tools like SAL, STEP, ETL Portal, BMECat, Excel and Trade Brochure.

• Excellent communication skills

Added advantage – Good to have

• AEM User Access management – Experience with SAL, ETL Portal and STEP

• Experience working knowledge of any CMS based tools like AEM, Drupal, Sitecore

• Experience working in a support desk role •

Previous experience with creating technical or process documentation

• Experience in Change Management