Senior Salesforce Consultant

Job Description:

We Dream. We Do. We Deliver.

At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.

We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

Key responsibilities and accountabilities:

Responsible for advising and leading the implementation of CRM strategies, optimizing CRM systems, and ensuring they align with business objectives to enhance customer relationships and drive business growth

Develop and implement CRM strategies that align with business goals and drive customer engagement. Oversee complex CRM projects, ensuring completion on time and within budget. Work closely with senior management and other stakeholders to ensure CRM solutions meet business needs.

Continuously refine and optimize CRM systems based on evolving business requirements and feedback.

You will have to:

·         Lead consulting projects focused on enhancing capabilities for clients in the CRM Domain

·         Leading the development of digital transformation strategies and concepts.

·         Taking responsibility for significant project components and contributing to larger initiatives.

·         Advising clients on their digital roadmap and identifying value generation opportunities.

·         Acting as a mentor for junior consultants and analysts.

·         Developing recognized expertise in multiple relevant technologies or topics.

·         Managing business backlog items and driving prioritization through value generation.

·         Acting as a subject matter expert in client pitches and business development activities.

·         Conducting requirements engineering and creating functional specifications for solutions based on platforms like Adobe, Salesforce, Sitecore.

·         Documenting and managing functional/non-functional requirements through various techniques.

·         Defining and enhancing industry-specific business processes.

·         Supporting and consulting customers throughout their digital projects, ensuring the best possible customer experience.

·         Building the business bridge between internal stakeholders and client stakeholders.

·         Collaborating closely with development, UX/Design, and content teams.

·         Preparing and facilitating client workshops for idea creation and requirements engineering.

·         Staying updated on digital trends and understanding their impact on clients’ businesses.

Skills for the role:
CRM Platforms

·         Expertise in multiple CRM platforms, with experience in large-scale implementations.

·         Leads CRM strategy, digital transformation, and enterprise-wide implementations.

Databases

·         Proficiency in database knowledge, primarily for understanding data structures in CRM projects.

Industry Specialization

·         Provides cross-industry expertise, with experience in global or highly regulated industries.

CRM Configuration & Optimization

·         Configures CRM workflows, automation, and best practice implementations.

Stakeholder Engagement

·         Manages C-level stakeholders, aligning CRM initiatives with business growth and digital transformation.

Project & Change Management

·         Leads enterprise-wide CRM implementation projects, change management, ensuring stakeholder alignment and adoption.

Data Analytics