CXM Global Transformation & Change Lead

Company Description

Merkle is a customer experience transformation business partner to the Fortune 1000. The future of brand loyalty and competitive advantage is the customer experience, and we empower the world’s leading brands to transform their data, technology, and organizational capabilities to deliver those differentiated customer experiences across marketing, sales, commerce, and service. For more than 30 years, we have built upon our heritage in data, analytics, and technology, building unmatched skills in hyper-personalization. Our combined strengths in CX consulting, data transformation, and digital transformation drive improved marketing results and competitive advantage for our clients, including brands like Dell, T-Mobile, Samsung, GEICO, Regions, Kimberly-Clark, AARP, Lilly, Sanofi, NBC Universal, DIRECTV, American Cancer Society, Habitat for Humanity, and many others to build and execute customer-centric business strategies. With more than 13,000 smart, dedicated people in more than 50 offices around the world, we are still growing at a rate that outpaces the market, with 2020 net revenue of $1.3 billion.

Job Description

The purpose of this role is to be responsible, within their area, for the strategic development of transformation delivery capability and ensuring that transformation initiatives are properly resourced and successfully delivered.

Change Management: Merkle/Dentsu is going through massive change: new businesses, new organization, new systems, new capabilities via acquisition and internal investment. This role will focus on leading the organization through change to optimize growth, operational effectiveness and employee satisfaction.

New Acquisition Commercial Integration: Merkle is going to continue to acquire new businesses. This role will own the overall communication and change management to drive effective transformation, including setting the tone, spurring enthusiasm, challenging cultural beliefs and ensuring the required changes are executed in coordination with core Merkle and dentsu corporate functions will be a key to success.

Cultural alignment: Bringing together multiple organizations to develop a set of shared guiding principles, systems, and ways of working, to create a new culture that aligns with core values and drives business performance. Create a full employee lifecycle agenda that supports this desired culture.

Qualifications

We're looking for a world-class systems and process thinker who combines an operational and delivery background with strong commercial instincts. The Head of Transformation Change Mgmt helps Merkle bring in acquisitions together as one team, one culture, one shared mission and vision. This person serves as program manager for our brand integrations and other aspects of organizational change. This person works as part of the Merkle Operations team and works closely with all Merkle leadership. The Head of Transformation Change Mgmt will work with change agents and program managers in the organization who facilitate the continued Transformation agenda and effective change mgmt. across the org.

 Head of Transformation Change Mgmt Success Statement

• Champions implementation of the global transformation objectives and change agenda across the organization and provide overall leadership and direction
• Cultivates an energized culture focused on collaborative working in the interests of the organization and portfolio of transformation as a whole. Promotes the wider good in all actions, acting in a morally, legally and socially appropriate manner in dealings with stakeholders and members of Transformation/Program teams and organization
• Oversees the definition and approval of the global transformation business case as well as appropriate levels of assurance on case decision points and progress
• Integrated Strategic and Transformation Planning. Ensures transformation evolves to reflect changes in strategic directives and business priorities. Secures the provision of resources needed from internal / external providers. Manages the integration of initiative outputs and dependencies within strategic objectives
• Strategic Risk and Opportunity Management. Supports decisions in response to escalated strategic and transformation risks or opportunities. Ensures that transformation programs are addressing company level operational or strategic risks identified through the company risk committees
• Senior Stakeholder Management. Cultivates and manages a range of relationships and key strategic alliances with internal / external stakeholders. Leads senior stakeholders in regularly reviewing the continuing relevance of transformation activities based on a clear understanding of cost, risk and contribution to strategic objectives/benefits. Proactively Identifies, addresses and s