Global Head of CRM - CXM - Remote

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 drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive 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

As the Global Head of CRM, you will lead a global CRM capability which is important to our Merkle strategy of being a leading provider of CX Transformation services. You will develop go-to-market strategies and the brand value proposition offering to expand revenues across all countries and regions where Merkle has a presence.

You will team with our Media, Creative, Transformation Consulting, Experience & Commerce, Marketing Tech/Data Management & Analytics teams to deliver a market-leading, creative, and integrated solutions.

You will develop the global CRM strategy and go-to-market plan through organic and inorganic growth to achieve greater market share, retain deep client relationships, while delivering accelerated outcomes for our clients. You will lead collaborative efforts with team members through a unified approach to client engagement, solutioning and delivery. You will also own and guide our CRM partnership strategy with main technology alliance partners.

This is a remote role reporting to Global Practice President.

Role specific accountabilities:

Create the Merkle CRM capability market positioning

• Develop reputational health of our CRM capability.
• Promote the image and reputation of Merkle and Dentsu International, to increase market demand, grow client engagement and revenue expansion.
• Promote expertise internally and externally related to Merkle CRM brand value proposition and related offerings.
• As an industry leader, maintain external networks, understands industry best practices, share and celebrate our best work.
• Represent Merkle's CRM capabilities to the press and analyst community.

Define Services

• Create aligned and integrated business strategies which feel unique and global, setting Merkle and Dentsu International apart and ahead in the global market and underpin the strategic goals. These should stay true to our vision and make our unique proposition real for clients.
• Define, position, and refine competitive positioning inclusive of Merkle and Dentsu's main differentiators.
• Build a world-class CRM proposition globally and at pace.
• Create strategic direction and lead transformation to compete and grow the business in a sustainable way.

M&A

• Operating within the group M&A roadmap, define a strategic approach to acquisitions and investments, bringing new talent and capability into the business, building a footprint in faster-growing markets. Developing shoring capabilities to benefit the entire enterprise.

Sell and deliver services to our clients

• Develop a market-leading CRM packaged solution inclusive of services and products with a multi-year roadmap.
• Develop a market-leading CRM value proposition including Media, CRM, Loyalty, and Generative AI.
• Integrate the above capabilities across brands and geographies to provide client solutions that create competitive advantage.
• Lead the story for integrating CRM with other capabilities, such as Media and Creative.
• Provide direction and execution for winning important domestic and global client assignments.

Partner with our clients

• Develop strategies to expand client relationships with CRM and align market, and resources behind the successful execution of these plans.
• Develop client pipeline in collaboration with our Merkle leaders, through new client prospecting and development.

Build and run shared thought capital and capabilities

• Include standardized platforms, methods, process accelerators and tools.
• Develop strategies to differentiate, applying existing Merkle