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 products such as Merkury and GenCX.

Qualifications

Leadership Attributes

• Combine strategic vision with operational ability.
• Balances short-term delivery with longer term aims. Focused on sustainability and avoids short-term thinking.
• Commercial and financial knowledge.
• Inspire and lead transformation.
• Refine processes and work towards resolution of challenges, constraints, and roadblocks and leading innovation across operations.

Important Experiences

• Executive leadership experience across multiple businesses, P&L and geographies.
• Experience winning, delivering and retaining global clients.
• Experience delivering substantial new business growth.
• Deliver with others in a way that motivates and inspires.
• Transformation leadership, both internally and externally.
• Identify a commercial opportunity and turn it into reality.

Additional Information

The anticipated salary range for this position is $357,500 - $476,500. Actual salary will be 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 dentsubenefitsplus.com

About dentsu
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
https://www.dentsu.com/
https://www.group.dentsu.com/en/

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.