Customer Transformation Lead - Financial Services
Customer Transformation Lead - Financial Services
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Job Description
Job Description:
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.
Merkles 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 16000 employees Merkle operates in 30 countries throughout the Americas EMEA and APAC. For more information visit .
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 cosell integrated transformation customer solutions that enable the business to exceed customer needs increase our winrate and deliver incremental revenue.
Reporting into the Chief Transformation Officer this is a VP / Snr. Director level client facingpresales 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 multicapability CXM solutions that meet and exceed customer expectations improve customer outcomes and increase Merkles winrate.
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 thoughtleaders 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 growingclientaccounts and cross selling opportunities from a solutions and consultancy perspective.
This role requires the ability to work across our endtoend 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 aCustomer Transformation Leadat 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 ourclients.
You are driving change and innovation with our clientsAND within the Merkle business; which makes your virtual teams an exciting place to grow careers.
Clientsatisfaction is the most important metric truly happyclients trust us with more work. You are actively challenging ourclients and bringing new opportunities as theirinnovation and growth partner.
You should be comfortable getting into the detail of the existing solution when but also leading a pitch for a new opportunity
We operate in a fastmoving everchanging category. Technology andclientexpectations move daily. TheCustomer 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 aclient but growing ourclients 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 cloudbased 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 solutionsbased 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 growclientaccounts 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 aCustomer Transformation Lead and passive presales expertise. Active listening means knowing the difference between a request from theclientand 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 strategicpartneraligned and delivering against theclients 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 youre a leader in this highly competitiveclientmarketplace
A few of the benefits
Youll 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
Youll 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 cant 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
#LIHybrid #LIVW2
Location:
LondonBrand:
MerkleTime Type:
Full timeContract Type:
PermanentEmployment Type
Full-Time
