Adobe Delivery Lead, Americas

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 improve people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology create improved marketing results and competitive advantage. With 9,600+ employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the US, EMEA, and APAC. In 2016, the agency joined the Dentsu Aegis Network. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkleinc.com. 

Diversity is embedded in who we are and all that we do: our mindset, our solutions, and in our teams to empower an inclusive, equitable environment. We put our people at the center, creating space for growth, understanding and learning so they can succeed. Our differences make us richer and ensure stronger relationships with each other and foster greater impact for our clients. We engage with our communities to promote positive social impact by promoting equity and working to create a digital society that works for all. Merkle is an agency of dentsu

Job Description

The America’s Generalist Delivery Leader is accountable in partnership with the America’s solutions leadership team for successful achievement of our Solutions objectives in the Americas region. This leader will collaborate with sales, client management and delivery across dentsu’s creative, media and customer experience management service lines and CXM’s Data & Analytics, Experience and Commerce, Activation and Technology Strategy practice areas to win and successfully deliver client engagements. 

This leader will partner with the Solutions Team and Practice Area delivery leadership to define the vision and evolve the program management capability within CXM for winning and delivering large scale, multi-disciplinary client engagements.  Specifically, this leader will be responsible for delivery across dentsu’s end to end client lifecycle – from RFP response to client sunsetting. 

This leader will be measured by the financial performance of their client accounts (margin, specifically top line revenue, secondarily), the TRR scores of their client, the happiness and retention of the internal team and the quality and efficacy of the work the team delivers. 

JOB ROLE:

In the sales process: 

• Represent the uniqueness of CXM’s program management capability in the new business process by tailoring operating model frameworks to client contexts for pitch decks, RFP responses and in in-person pitches to prospective clients. 
• Craft approach and timeline for operating model (structure, process, toolset) definition and pricing for client pitches. 
• Partner with finance, client engagement and practice area solutions and operations to model and price new client business. 
• Design the operating model for the client engagement – team models & structures, workstreams, processes and toolset. 

Upon award of client engagement: 

• Partner with service lines, practice areas and clients to refine the operating model design presented in the sales process and partner with the teams to staff the right talent. 
• Work with the team to prepare both client and internal kickoffs. Solidify engagement approach and timing. Solidify communications strategy for the engagement. 
• Conduct change management / briefing sessions for both client and internal team on operating model design, roles and responsibilities, etc. 
• Partner with finance and client engagement to write SOW, MSAs. Facilitate contract process in conjunction with client engagement. 
• Create and rollout the internal operations playbook for the account given the unique client requirements. 

Delivering the work: 

Until there is a robust program team in place, serve as the COO and lead program executive on client accounts. This could take the form of running the PMO on behalf of the client, being a member of a PMO / TMO for a client or running an initiative outside of client PMO structures.  

Specifically responsible for: 

Execution Standards 

• Accountable for tailoring PMO / TMO frameworks and approaches to client context and ensuring all parties across dentsu and the client teams understand approaches, templates and com