Customer Transformation Lead

In this role, you will focus on enterprise clients of Merkle UKI where we are investing in enhancing our customer offerings across various practice areas. Working closely with the Sales and Delivery Teams to understand the customer landscape, you will identify new strategic opportunities for the client demonstrating the value this will bring to them.

The suitable candidate will have a strong background in CRM, 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 drive growth on across our client portfolio.

Job Description:

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're 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 + Data Innovation.

• You are commercially responsible for growth and margin and see this as an integral part of your role; the offerings / solutions you bring to our customers must be good business for Merkle.

• Finally, you will be excited by sales. 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.

Qualifications

What we are looking for in you

• Significant experience working with CRM, data, commerce, media, marketing and analytics cloud-based solutions

• Dynamic and creative problem solvers that make effective decisions through the lends of customer transformation and technology strategy; a customer solutions-based mindset is key.

• Experience working with enterprise clients across a variety of industries would be highly advantageous.

• 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.

• A trusted partner to clients who see you as their go to person to deliver all their needs.

• Motivated, self-starters need only apply. Merkle is a fast paced and challenging organisation. You must not wait for solutions; the expectation is that you create and deliver them.

• Proactivity and salesmanship are critical to this role. You are not managing a client, you are building a strategic platform for our clients and driving Merkle value add into the client's business.

• Active listening is the difference between a Customer Transformation Lead and the role of an Account Manager. 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

Additional information

At the point of application, should the candidate be Ireland based, the candidate must have the legal right to work in Ireland as we are unable to sponsor visas as this time.

Merkle does not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Experience stipulated in this job description serves as a guide only and all applications will be considered on their merits, irrespective of experience.

As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter

#LI-Hybrid

Location:
London - 10 Triton Street

Brand:
Merkle

Time Type:
Full time

Contract Type:
Permanent]]>