Cxm Solutions Lead - London, United Kingdom - Merkle

Merkle

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 followup 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 setup

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 salesplays and propositions working in partnership with practices and capabilities
Xsell 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: