Merkle - New York, NY

posted 2 months ago

Full-time - Senior
Remote - New York, NY
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As the Senior Vice President of Customer Experience (CX) Strategy at Merkle, you will lead strategic initiatives that enhance client engagement and customer experiences. This remote role involves collaborating with clients and internal teams to develop and implement customer experience strategies that align with business objectives. You will oversee a team of strategists, fostering a culture of creativity and collaboration while promoting modern experience design and human-centered transformation.

Responsibilities

  • Engage with clients to provide expertise in customer experience strategies and support client service and growth teams.
  • Educate clients on enhancing customer and digital experiences to achieve growth aligned with their business objectives.
  • Develop and present content for analyst engagements, RFIs/RFPs, and external communications focused on media relations and partnerships.
  • Maintain a public-facing brand and position of expertise in modern experience design and customer experience strategy.
  • Manage a group of strategy practitioners with expertise across Commerce, Content, Engagement, and Loyalty teams.
  • Promote expertise in customer experience trends and technology's influence on consumer interactions.
  • Collaborate with experts, media, analysts, and industry leaders to advocate for Merkle's vision in customer experience strategy.

Requirements

  • Bachelor's degree in Marketing, Business Administration, Communications, or related fields.
  • 10+ years of experience in a leadership role focused on Customer Experience (CX), Digital Experience (DX), or Brand Experience (BX).
  • 15+ years of experience in an agency or digital consultancy setting with a focus on growth and delivery.
  • Demonstrated experience in strategy development for clients to achieve business objectives.
  • Ability to pitch and win hearts and minds in high-stakes presentations.
  • Proficiency in customer experience strategies, including customer journey mapping, persona development, customer segmentation, and customer analytics.
  • Familiarity with digital marketing technologies and tools related to CX and DX, such as CRM systems and marketing automation.

Nice-to-haves

  • Expertise in modern experience design and human-centered experience transformation.
  • Engagement in activities promoting customer experience trends and technology's influence on consumer interactions.

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k) matching
  • Paid time off
  • Discretionary incentive compensation
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