Senior Manager, Customer Experience Strategy

3 days ago


Columbia, South Carolina, United States Merkle Full time
About the Role

We are seeking a highly skilled and experienced Senior Manager, Customer Experience Strategy to join our team at Merkle. As a key member of our CX Strategy team, you will play a critical role in helping our clients achieve their business goals by developing and executing strategic omni-channel marketing plans.

Key Responsibilities
  • Lead CX Strategy Development: Develop and execute strategic CX plans that drive business growth and customer engagement.
  • Subject Matter Expert: Be the go-to expert in digital marketing and CRM, staying up-to-date on the latest trends and technologies.
  • Market Trends and Insights: Monitor and analyze market trends, competitor strategies, and emerging technologies to identify opportunities for growth and innovation.
  • Client Relationships: Develop and maintain strong relationships with key client contacts and executives, ensuring that their needs are met and exceeded.
  • Value Delivery: Ensure that clients receive meaningful value through a combination of best-practice solutions and original thinking.
  • Collaboration and Communication: Work closely with cross-functional teams, including account management, operations, creative, and analytics, to turn ideas into executable plans.
  • Data-Driven Decision Making: Identify and analyze key data points to measure the impact of our CX strategy on client business outcomes.
Qualifications
  • Bachelor's Degree: Required.
  • Experience: 7+ years in data-driven marketing, specifically CRM, email, online/offline media.
  • Agency or Consulting Experience: 3+ years working in an agency or consulting firm.
  • Solution Development: Experience developing solutions to support the sale of new services to clients.
  • Data Analysis and Presentation: Hands-on skills using data and research to guide decisions, proficiency in Excel and research tools, and experience translating data analysis into applicable marketing recommendations and presentations.
  • Matrixed Organization: Comfort and experience working within a matrixed organization with a wide degree of latitude.
  • Travel: Average 20% travel (contingent on comfort level of client).
Additional Information
  • Remote Work Options: Work remotely from home or from one of our many offices within the continental US.
  • Flexible Vacation Policy
  • Generous Benefits: Medical, dental, vision, 401(k) with company match, and 22 US paid holidays.
  • Career Development: Opportunities for growth and learning.
  • Inclusive Culture: Focus on diversity, equity, and inclusion.


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