Head of CXM Consulting

Strategy & Transformation
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Copenhagen

About the job
Merkle DK is a leading agency dedicated to delivering exceptional customer experiences and driving growth for our top-tier clients. We are in the process of transforming our operations to adopt a consulting mindset, enhancing our ability to provide comprehensive solutions that address our clients' needs.

Position Overview:
As the Head of CXM Consulting, you will lead a cross-capability team of senior consultants focused on customer experience (CX) and digital transformation for our most prestigious clients. Your primary responsibility will be to enable the team to deliver increased client growth and value through innovative, multi-disciplinary perspectives and solutions. You will also play a crucial role in driving our organization's transformation from an agency to a consulting-oriented mindset.

Key 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.

Strategic:

• Shape the Consulting Mindset: Trial new methods of working and lead change
• Integration: Ensure deep connections between capabilities and ensure client focus of services
• Diversity and Inclusion: Implement initiatives to create an inclusive work environment and ensure diverse perspectives are considered in project planning and execution
• Cross-Functional Collaboration: Work with other departments such as Business Teams, Client Services, Growth
• Innovation and Continuous Improvement: Foster innovation by encouraging the exploration of new best practices

KPIs to Measure Success:

• Influenced & direct revenue
• Team & client satisfaction

Personal:

• Actively promote, pursue, and live the company’s vision.
• Expert at reading beyond the communication for both client and team, and coach other project managers on their techniques.
• Proactive for clients with ideas, thoughts, and suggestions related to the account and their industry.

• Takes ownership and responsibility for work, is proactive not reactive
• Positive can-do attitude

Interested?
Please send us your application as soon as possible. We do the interviews on an ongoing basis, and will hire when we have found the right person for the role.

We are looking forward to hear from you!

#LI-MERKLE #LI-ONSITE #LI-SP

We are aware of several scams targeting job seekers and candidates. Please be vigilant. All communication throughout the recruitment process will be from an official member of the dentsu recruitment team, using corporate email addresses (e.g., @dentsu.com or @merkle.com). We will never ask you to send money or vouchers to secure employment. If you suspect you have been a victim of a scam, please report the incident to your bank, local police, or fraud protection authority immediately. Additionally, you can report the scam to us at [email protected] so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu are not responsible for any losses incurred as a result of these scams. We advise all individuals to exercise caution and verify the authenticity of any job offers or communications received.

\r\n"}}"> Beware of Job Scams
We are aware of several scams targeting job seekers and candidates. Please be vigilant. All communication throughout the recruitment process will be from an official member of the dentsu recruitment team, using corporate email addresses (e.g., @dentsu.com or @merkle.com). We will never ask you to send money or vouchers to secure employment. If you suspect you have been a victim of a scam, please report the incident to your bank, local police, or fraud protection authority immediately. Additionally, you can report the scam to us at [email protected] so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu are not responsible for any losses incurred as a result of these scams. We advise all individuals to exercise caution and verify the authenticity of any job offers or communications received.