Senior Director, CX & Commerce

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.

Job Description

This is a remote position reporting to the CX and Commerce Lead.

The Senior Director, Client Services, focused on experience design and commerce, is a client leadership role within Merkle's Experience Design and Commerce Practice.

With deep experience in User Experience Design (XD) and Commerce industry knowledge, the Senior Director, Client Services ensures client objectives are met by overseeing the development of experience strategy, design, and platform implementations across content and commerce technologies. Across these accounts, this role is accountable for understanding and supporting strategy, tactics, forecasts, budgets, projections, and performance metrics. You can interpret and provide recommendations around client needs and confirm our client's investment is sound. This lead will be responsible for a portfolio of accounts, the Senior Director, Client Services balances client demands with internal demands associated with staffing and resource planning, financial management, and motivate their team to deliver results to our clients daily.

• Be a business leader and portfolio manager within the Experience Design and Commerce Practice. You's primary mission is to work with their client leads and practice leads to help grow our revenue and market share utilizing their orientation for service and delivery
• Executive-level engagement of our key partners in constant dialog around how to reach their digital goals to achieve our goals
• Guide the development of strategic solutions for our clients and manage internal resources to fulfill these strategies on time, on budget and with maximum efficiency of resources
• Deliver proposals on how to implement the above
• Storytell through use of carefully narrated presentations to manage and align executive communications
• Lead periodic strategic planning efforts, advisory/strategy consulting engagements, and "accountability" for the quality and growth of ongoing client work (40-60% direct utilization as a target)

Qualifications

• Bachelor's degree or equivalent experience
• Excellent ability to manage c-suite client relationships
• 10 years experience in relevant digital experience disciplines, including user-centric design, front-end development, strategy, content, copy, and back-end technologies
• At least 8 years of direct, focused experience applying the above within retail
• Experience managing complex, multi-million-dollar accounts with strategy, analytics, digital and creative components, including large brand evolution and digital transformation
• Previous experience within a major consulting firm or XD and technology implementation firm
• Experience managing the financial aspects of a book of business, including forecasting revenue, costs, profit margins, invoicing, reporting your financials to company executives, etc. Are financially disciplined and feel at home working on Excel spreadsheets and internal accounting and forecasting programs (i.e. Salesforce). Responsible for profit and loss on an account
• Experience hiring, managing a team that is responsible for the daily work of of client programs; Must excel at building teams
• Strategic leadership and cross-team program management in a matrix environment
• Experience in multi-agency environments, being able to collaborate between brand transformation agencies and systems integrators
• Understanding of all key channels (commerce, marketing sites, email, Search, Display and other Digital services etc.)
• Develop and share personal POV on relevant topics

Additional Information

The anticipated base salary range for this position is $113,000.00-$182,850.00. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitte