Strategic CXM Leadership Role
1 month ago
Merkle DK is a renowned agency dedicated to crafting exceptional customer experiences and driving growth for our esteemed clients. We are currently undergoing a transformative shift towards adopting a consulting mindset, enhancing our capacity to provide comprehensive solutions that address our clients' unique needs.
Position Overview:
The Head of CXM Consulting will spearhead a cross-capability team of senior consultants focused on customer experience (CX) and digital transformation for our most prestigious clients. This role will be instrumental in enabling the team to deliver increased client growth and value through innovative, multi-disciplinary perspectives and solutions. The successful candidate will also play a pivotal role in driving our organization's transformation from an agency to a consulting-oriented mindset.
Main Responsibilities:
- Team Leadership and People Management: Lead, mentor, and develop the CXM Consulting team, fostering a collaborative environment that promotes creativity and strategic thinking in CX transformation initiatives. Participate actively in company leadership discussions to align consulting goals with organizational objectives.
- Company Leadership: Actively manage and contribute to all aspects of the business as a member of the Merkle Denmark leadership team.
- Client Advisory: Serve as a trusted advisor to major clients, delivering insights and recommendations that drive impactful CX strategies and improvements.
- Business Development: Actively participate in business development efforts, focusing on organic growth and new business opportunities. Collaborate with internal stakeholders to identify and pursue potential clients.
- Consulting Offerings Localization: Connect with our global organization to tailor consulting offerings to meet the unique needs of local markets and clients.
- Transformation Enablement: Drive the cultural shift within our organization towards a consulting mindset, empowering team members to adopt a consultative approach in client engagements.
- Cross-Capability Thinking: Oversee the integration of multiple capabilities—CX strategy and innovation, engineering, experience, and data/insights/Martech—ensuring that the team drives cross-capability thinking and offerings to deliver comprehensive solutions to clients.
- Performance Measurement: Establish metrics and KPIs to measure the success of consulting initiatives and client satisfaction, ensuring continuous improvement in service delivery.
Qualifications:
- Proven experience in a consulting or advisory role, with a strong focus on customer experience and transformation.
- Ability and experience to engage 'C-Level.'
- Demonstrated ability to lead and inspire cross-functional teams, fostering a culture of collaboration and innovation.
- Strong business acumen with a track record of driving growth and delivering results in a consulting environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
- Experience in business development and strategic planning, with a focus on both organic growth and new client acquisition.
- Ability to navigate complex organizational structures and connect with diverse teams globally.
Key Performance Indicators:
- Influenced & direct revenue.
- Team & client satisfaction.
We Offer:
- An attractive annual salary of around €120,000 - €150,000.
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