Cxm Solutions Lead

2 weeks ago

London, United Kingdom Merkle UK Full time

Company Description

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**:
**Role Purpose**

The purpose of this role is to accelerate outcomes for clients by orchestrating integrated CXM (‘Merkle 5.0’) Solutions for them that draw on services from across Merkle’s Analytics, Data & Mar Tech, Experience & Commerce, B2B and Customer Strategy practices. The individual will achieve this by making it easier for clients to buy these services as packaged solutions and ensure Merkle is successful executing on the vision established for the solution and partnership.

As a CXM Solution Lead, the individual will be responsible for defining, pitching and orchestrating integrated CXM and annuity solutions for a large portfolio of clients, working closely with Sales and Client Services to win work for our CXM UK practices. The role will be pivotal in onboarding new clients and additional services to existing clients. Once clients have been onboarded, the role will support the experts, designers and developers within our CXM UK Practices to ensure successful outcomes are delivered.

To be successful, it will be necessary for this role to build very close partnerships with teams across CXM UK and work side by side with colleagues across Dentsu Creative and Media lines of business as well as Merkle CXM teams across EMEA and global.

**Accountabilities**

**Pre-sales Leadership**

Working with sales and client service teams, the individual will lead solutioning on a large target portfolio of opportunities and will be responsible for:

- Supporting opportunity creation e.g.: participating in credentials and chemistry sessions, c-suit engagement, deal qualification and initial revenue forecasting
- Supporting creation of an engagement strategy for qualified opportunities e.g.: contribution to a pursuit plan and development of solution requirements and roadmap
- Simplifying and packaging our services to make us easier to buy: Requirements analysis, solution architecture, proposal development, cost optimisation and rightshoring
- Bring our offer to life for each stakeholder: story story telling including value/impact, demo orchestration, having a strong voice on the right profile cast to pitch and follow-up sessions
- Removing solution barriers to closing the deal: cost optimisation, commercial innovation, stakeholder engagement
- Aligning stakeholders to final scope of work and mobilising teams: draft SoW, service orchestration, programme set-up

**Client Outcome Success**

The individual will be engaged on portfolio of clients as CXM Solution Lead responsible for:

- Successful client onboarding by planning and leading discovery and solution definition workstreams and defining service architecture and orchestrating the onboarding of teams
- Establishing a solution/service roadmap, backlog and rollout plan with measurable KPI
- Supporting and coaching product owners in the roles to prioritise and lead delivery
- Support and coach Merkle teams in the delivery of new solutions and service models, working closely with CXM Service Deployment Lead to continually improve ways of working
- Join client/programme steerco and support senior client stakeholder engagement
- Track KPI and outcomes, help teams course correct and ensure success is surfaced and marketable
- Develop a roadmap for future Merkle and Dentsu services and support KAP

**Key Success Metrics**

Success will be measured through a range of strategic, financial, client, employee and cultural outcomes. Primary metrics will cover such key outcomes as:

- Supported opportunity value and conversion
- Successful client onboarding and outcomes delivered in first twelve months
- Marketable success stories
- Development of sales-plays and propositions working in partnership with practices and capabilities
- X-sell between services and expansion of opportunities
- Measuring and optimising cost of sale

**Profile Attributes**

**Qualifications**:
**Profile Attributes**

We are looking for high energy, commercial practitioners that will be passionate about creating and delivering CXM/Merkle 5.0 solutions for our clients. They will be able to demonstrate they are:

- Expert in several of our core ca

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