Operations Excellence Manager

Job Description:

Were looking for a structured and curious Operations Specialist to join our growing CXM Operations this role youll support the day-to-day and forward-looking planning of our workforce help improve how we work through better processes and explore the use of generative AI to drive operational efficiency.

Youll be an integral part of the operations teamworking closely with the person leading planning and staffing and contributing to the wider teams performance by making things run smoother smarter and more predictably. This role is ideal for someone who enjoys being in the engine room of a high-performing organization where structure proactivity and curiosity are key.

The position is based in Copenhagen and reports into the Head of CXM Operations.

Key Responsibilities

1. Planning & Staffing Support
Assist in weekly and daily workforce planning to ensure smooth allocation of people to projects
Maintain data accuracy in planning tools and follow up on assignments and availability
Be a hands-on collaborator to the staffing lead helping to keep operations running reliably

2. Process Optimization
Map and document current operational processes across CXM
Identify inefficiencies or friction points and suggest improvements
Help create operational playbooks onboarding guides and SOPs that scale with the team

3. AI-Driven Efficiency & Enablement
Explore how generative AI tools can optimize internal operations
Support the enablement of AI usage across the team by testing and introducing relevant tools
Work on initiatives that reduce manual workload through automation and intelligent workflows

What Were Looking For
Strong organizational skills and attention to detail
A structured thinker who enjoys putting order into complexity
Curiosity about how organizations run and how processes can be improved
Interest in or experience with AI tools (e.g. ChatGPT Copilot AI-enhanced workflows)
Proactive mindset and a willingness to learn new tools and ways of working
Comfortable working with data in spreadsheets or planning platforms (e.g. Workfront Workbook Float)
A positive collaborative attitude you like being part of a team where things move fast
Danish is required in this role.

Why Work With Us

At Merkle operations is not just about administration its about enabling performance clarity and smart decision-making. Youll be at the center of helping our people do their best work every day.

Growth
Opportunity to grow your skills across planning process design and AI tools.

Culture
Collaborative fun and supportive team culture that values curiosity and initiative.

Impact
Your work will help unlock capacity and performance across our CXM business.

Company Description

Merkle a dentsu company powers the experience economy. For more than 35 years weve put people at the heart of digital business transformation. As the worlds only integrated experience consultancy with deep roots in data science and business performance Merkle delivers holistic end-to-end experiences that drive growth engagement and loyalty.

Merkles expertise has earned recognition as a Leader by top industry analyst firms in digital transformation commerce experience design engineering and technology integration digital marketing data science CRM and loyalty and customer data management.

With more than 16000 employees globally Merkle operates across 30 countries in the Americas EMEA and APAC Denmark we have over 300 talented colleagues working from offices in Copenhagen and Aarhus.

For more information visit.

Inclusion and Diversity:

At Merkle we believe in the power of diversity. Wewelcome all applications regardless 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.

Contact:
We look forward to receiving your application for any questions please contact the TA in charge of this role: Thomas Holley Senior Talent Acquisition Partner EMEA NE by email at: EMEA NE. #LI-MERKLE #LI-Onsite #LI-TH2

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