Senior Manager, Transformation Strategy

Job Description:

Merkle is a global performance marketing agency with a 32-year track record of helping the best brands in the world create personalized experiences at every stage of the customer life cycle. Some of their esteemed brand relationships include Citibank, EmblemHealth, Dell, AARP, AT&T, Target, L'Oréal, Universal Orlando Resorts and the American Cancer Society.

The Senior Manager, Transformation Strategy will report into the SVP, Business Strategy. This is a fully remote opportunity to join a team of experienced consultants and marketers focused on helping Merkle clients accelerate their level of marketing maturity through data driven, customer-centric programs, people/processes and technology platforms. You will operate as an important member of our Transformation & Consulting team ensuring that the recommendations we deliver are based on our deep understanding of our client's strategic goals. You will build relationships to become a trusted advisor to the client and Merkle team. You will be analytical and creative in your thought process and can be nimble in your thinking about client problems. As an individual contributor inside of a team you must also demonstrate the capability to get others to believe in the ideas that you present and follow that belief through to execution.

As a Senior Manager in the Transformation & Consulting Strategy team you have demonstrated hands-on, client-facing delivery experience with CX transformation initiatives such as omnichannel experience planning, digital transformation, process and operating model design, and/or change management, and can work across multiple of our core vertical markets (Financial Services & Wealth Management, Healthcare, Retail, Travel, Media and Entertainment, B2B, High Tech). You must have a passion for problem solving and experience understanding of how businesses, brands and customers interact, with an advanced understanding of the evolving role that data and technology play in this relationship. Candidates must possess the ability to support business growth opportunities and develop strategic recommendations to help grow client relationships.

Responsibilities: 

• Partner with Consulting delivery leads to lead individual consulting workstreams and deliverables related to transformation engagements, often in coordination with concurrent Merkle data, technology, or digital experience implementation teams. 

• Plan and facilitate client discovery through client interviews, document review, surveys / questionnaires, or marketing data analysis 

• Manage daily consulting delivery efforts, including client meetings, discussions, workshops, deliverable reviews, or readouts 

• Help clients assess overall business and organizational readiness for marketing transformation initiatives 

• Lead discovery, prioritization, and development of customer use cases (B2B, B2C, B2B2C) according to client's strategic priorities and goals 

• Plan and facilitate business prioritization workshops applying a combination of quantitative and qualitative methodologies to select top recommendations 

• Use 1P tools to conduct customer-centric capability assessments and blueprints 

• Use market and competitive research to uncover trends, benchmarks, and best practices to inform recommendations 

• Support delivery of operating model / change management engagements, including organizational maturity assessments, process redesign, decision rights, governance, training plans, or playbooks to facilitate new ways of working 

• Analyze client business processes and systems to identify inefficiencies, gaps, and areas for improvement 

• Support operational projects related to marketing workflow automation and optimization, content governance, content supply chain optimization 

• Facilitate work sessions and interviews with cross-functional teams and key stakeholders to assess gaps, gather business requirements, and validate recommendations 

• Develop executive-level presentations, summarize findings into common themes that inform client recommendations and decision-making. 

• Create multi-year roadmaps to guide client implementation, in consultation with data and technology teams, to identify main dependencies and sequencing of recommendations 

• Ensure meaningful client value is delivered through a mix of best-practice solutions, capabilities, and original thinking 

• Identify main data points and measurements to show the impact of our approach and strategy on our client's business 

• Support business development activities including