Director, Customer Strategy

Company Description

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading non-profit organizations have partnered with us to build and maximize the value of their customer portfolios.

Job Description

As the Director, Customer Strategy, you will oversee the digital and mobile marketing strategy and implementation for the marketing campaigns targeting cardmembers to support new programs at a premier financial services organization. Reporting into the SVP, Head of Travel and Rewards Marketing Strategy. This may include using behavioral & lifecycle insights to target cardmembers with personalized offers, promote engagement, increase redemption and grow loyalty.

You will be focused on setting up the on-site digital and mobile marketing strategy, placement mix, customer experience flow, A/B testing, creative development, channel delivery and campaign integration, results learning- and strategy optimization recommendations.

This hybrid opportunity will require you to work on a long-term assignment supporting a financial services client in their NYC office. You will partner with the Campaign Strategy Lead and the Execution Lead, and work with a variety of cross-functional stakeholders and teams including digital teams, domain owners, operations, and UAT to provide a successful launch. You will lead the digital/mobile strategy as an important channel to delivering launch goals, and the end-to-end customer experience requirements, deliverables, approvals, issue management, and control systems for campaigns.

Responsibilities: Serve as the digital marketing strategist driving best-in-class customer experiences and a successful launch, the following responsibilities are important to the role:

• Lead the on-site digital marketing plan with marketing and campaign partners
• Partner with internal execution and channel teams on the implementation of digital/mobile plan, including setting up placements and test strategies with digital channel management and UAT before launch
• Oversee digital / mobile creative development to ensure projects are on-strategy, on time and in budget
• Track campaign execution progress with the Execution Lead to ensure records are captured within the marketing workflow tool to maintain high controls standard
• Optimize digital engagement to improve results and create meaningful touchpoints and enhance the customer experience based on results and best practices
• Ensure focuses on end-to-end customer experience and controls, delivering exceptional customer experience overall, while also ensuring all the details of the experience are performed to a rigorous controls standard
• Work with different teams, such as:
• Product and Marketing Strategy team
• Digital Channel team and Operations
• Agencies for creative development and execution
• Market Information Management and channel teams to influence and coordinate targeting
• Market Analytics partner to report campaign results and campaign optimization recommendations

Qualifications

• 10+ years of experience in digital/mobile marketing
• Experience with ad serving engines (e.g., Pega or other)
• Experience with digital marketing results reporting and analysis
• Bachelor's degree required
• Specific experience in financial services including debit or credit marketing and agency-side experience

Additional Information

The anticipated salary range for this position is $113,000-$182,850. Salary is based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit www.dentsubenefitsplus.com.

#LI-CP1 #LI-Hybrid

About dentsu
Dentsu is an integrated growth and transformation partner to the world’s leading organizations. Founded in 1901 in Tokyo, Japan, and now present in over 145 countries and regions, it has a proven track record of nurturing and developing innovations, combining the talents of its global network of leadership brands to develop impactful and integrated growth solutions for clients. Dentsu delivers end-to-end experience transformation (EX) by integrating its services across Media, CXM and Creative, while its business transformation (BX) mindset pushes the boundaries of transformation and sustainable growth for brands, people and society.

Dentsu, Innovating to Impact.

Find out more:
https://www.dentsu.com/
https://www.group