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Customer Strategy Lead

3 months ago

London, United Kingdom Merkle Full time

Company Description:
**About Merkle**

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specialises in the delivery of unique, personalised customer experiences across platforms and devices. We call it ‘people-based’ marketing, and with over 25 years’ experience, we are proud to be recognised as a global leader.

Merkle’s heritage in data, technology and analytics is the foundation for our understanding of consumer insights that drives our people-based marketing strategies. Combined with our expertise in performance creative and media, we can then offer our clients content-driven, contextual and compelling customer experiences that drive business growth.

In 2016, the agency joined dentsu, one of the world’s biggest media companies to form the Customer Experience Management (CXM) Line of Business.

**Job Description**:
We are looking for an experienced customer strategist to join our growing team of marketing strategy specialists. You will be part of a dynamic and diverse team dedicated to providing insight, analysis and strategic vision as well as activation of strategic planning across channels.

You need to have strong experience in data driven customer strategy: you have a proven experience to combine insights from multiple sources to drive actionable recommendations and business changes; you will be adept at simplifying complex frameworks into a clear narrative and translating strategic recommendations into actionable plans. Your ability to tell a story that captures the imagination of the client and instill trust in them is as important as the understanding of the analysis itself.

You will be expected to manage meetings and present your thoughts, recommendations and reasoning internally and at board level for clients. If you’re someone who likes innovation, we need an energetic self-starter who can quickly build relationships, who can get to the core of the clients’ challenges and deliver insightful, data-led marketing strategies focused on business goals, activated through integrated campaign planning.

Merkle have great relationships with our client base which founded in the trust of providing deep expertise, but with the expectation of new thinking that will deliver impact. Therefore the environment is fast-paced and challenging, but also a lot of fun. You will be working in a vibrant team of like-minded professionals with a variety of skills and specialisms and will need to balance client demands with development of Merkle propositions and being a key member of the team in responding to new business opportunities.

Qualifications:

- Strong experience in a strategy/planning function in an agency, consultancy or a client side background essential
- Strong experience in customer journey planning - predominantly direct channels
- Strong experience in presenting complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plans
- Experience of using data to evaluate effectiveness of customer communications and in using these results to plan future campaigns, in terms of audience, next best actions, content and timing frequencies
- Produce detailed targeting criteria and measurement & evaluation metrics
- Experience defining and understanding customer audiences based on behaviours, value, needs or socio demo criteria
- Holistic understanding of how people interact across platforms and the cross-channel journey they make
- Ability to build relationships with key stakeholders as a trusted advisor
- A proactive approach to enhancing the Merkle strategic proposition with new perspectives, translating the ever-shifting sector needs into compelling narrative
- Strong presentation skills and an ability to bring out the “so what”

Additional Information:

- As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter._

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