Senior Vice President, CX Strategy

Company Description

Merkle is a leading data-driven, technology-enabled, global performance marketing agency 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 agency's heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage.

Job Description

As SVP of CX Strategy, you will provide strategic leadership to clients, prospects, and a community of Merkle strategists within our CX Strategy Practice. Bringing an equal understanding of brand, business, and customer insights and a more integrated perspective to the recommendations for our clients. You will report into the Chief Strategy Officer and this remote role is designed to support our teams and achieve growth across a diverse spectrum of marketing, digital experience, and technology-oriented buyers.

You will be the overseeing the community of strategic practitioners across Commerce, Content, Engagement, and Loyalty and strategists, supporting teams to work collaboratively and creatively, elevating the craft of strategy throughout the firm.

You will be the tone setter, promoter, and expert on modern and evolving user experiences, nurturing client relationships and guiding teams towards creating impactful brand interactions in the evolving landscape of consumer experience, marketing, customer analytics, and digital experiences.

Responsibilities

Client Engagement & Customer Experience Leadership:

• Engage with clients alongside account teams, offering expertise in customer experience strategies and supporting our client service and growth teams.
• Educate clients on our capabilities in enhancing customer and digital experiences, aligning these with their business objectives to achieve growth.
• Develop and present content for analyst engagements, responses to RFIs/RFPs, and external communications focused on media relations and partnerships, emphasizing experience design.
• Main and foster a public-facing brand and position of expertise in the space of modern experience design, customer experience strategy, and human-centered experience transformation.

Team and Talent Development in CX Strategy

• Manage a group of strategy practitioners with domain expertise across Commerce, Content, Engagement, and Loyalty teams
• Engage in activities promoting expertise in customer experience trends, technology's influence on consumer interactions, and dentsu and Merkle's expertise.
• Collaborate with experts, media, analysts, and industry leaders to advocate dentsu and Merkle's vision in customer experience strategy.

Qualifications

Educational Background:

• Bachelor's degree in a relevant field such as Marketing, Business Administration, Communications, or related fields.

Experience:

• 10+ years of experience in a leadership role focused on Customer Experience (CX), Digital Experience (DX), or Brand Experience (BX).
• 15+ years of experience working across growth and delivery in an agency or digital consultancy setting.
• Demonstrated experience in strategy development for clients and achieve business objectives strategic initiatives.
• Ability to pitch and win hearts and minds in high-stakes presentations.

Technical Skills:

• Proficiency in customer experience strategies, including customer journey mapping, persona development, customer segmentation, and customer analytics.
• Familiarity with digital marketing technologies, platforms, and tools related to CX and DX, such as CRM systems, marketing automation, content management systems.

Expertise:

• Be the expert in the space of modern experience design, customer experience strategy, and human-centered experience transformation.
• Engagement in activities promoting expertise in customer experience trends, technology's influence on consumer interactions, and expertise related to dentsu and Merkle's vision in customer experience strategy.

Additional Information

The anticipated base salary range for this position is $196,000 - $316,250. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. Additionally, this position is eligible for discretionary in