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Director Customer Experience Strategy

Posted on Jun 1, 2020 by Merkle

Philadelphia, PA 19019
Immediate Start
Annual Salary

Serve as the lead or supporting consultant on enterprise customer experience transformation assessments and road map engagements
Work closely with customers to understand their business objectives, industry challenges, growth opportunities, customer experience needs through workshops, audits, primary and secondary research
Design, facilitate, and lead stakeholder interview and requirements workshops
Leverage and build upon Merkle Customer Experience and Digital Transformation consulting frameworks and roadmap templates
Generate insights from assessments and research data that translate to actionable strategies and tactics
Responsible for development, management, and presentation of deliverables to internal teams and client stakeholders at management and executive levels
Work closely with analytics, customer research, content, SEO, user experience design, Web and CRM platform practice leads and resources across Merkle service lines
Build and sustain strong client relationships acting as a trusted advisor
Support Merkle sales in solutioning and selling assessments, road maps, and follow-on activation work
Identify and define upsell opportunities based on assessment and roadmap outcomes
Bachelor's degree or requisite agency, or consultancy experience
8 to 10 years consulting in marketing technology, digital transformation, or customer experience strategy
5 to 7 years of experience working in a consultative or agency strategy role with user experience design, analytics, and web technology practices
Working knowledge of Adobe and/or Sitecore technology including CMS, DAM, E-commerce platforms
Working knowledge of Adobe and/or Google Analytics platform
Working knowledge of Salesforce sales enablement technologies and marketing automation platforms
Experience leading consulting engagements in the $150K to $500K budget range
Experience consulting in an environment with multi-country/cultural teams
Experience working with client stakeholders across marketing, strategy, analytics, technology and IT
Can lead or support multiple engagements under significant deadline pressure
Expert level written and verbal communication skills, including ability to present to executive groups
Self-starter and able to collaborate across a wide span of practice lines
Ability to thrive in a highly matrixed and geographically dispersed team environment on multiple priorities
Demonstrated history of working with external clients at the executive level (eg VP, SVP, CMO)
Willingness to travel in the US and internationally when necessary, up to 35%.

Reference: 895484996

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