Manager, Customer Strategy

About the role

Merkle, a dentsu company, is hiring a Manager, Customer Strategy for its BX practice in London. BX is dentsu UK&I's strategy and transformation capability, delivering high-impact strategy and transformation engagements for clients and supporting brands in revenue diversification, product and service innovation, organisational redesign, change management and customer engagement. The role is permanent and hybrid, with three days per week in the office during probation.

Key responsibilities

• Deliver high-quality workstreams across customer strategy and transformation projects covering CRM, customer experience and operating model.
• Turn research, data and stakeholder input into clear insights, recommendations and strategic narratives.
• Support senior colleagues in shaping engagements, facilitating client conversations and building practical roadmaps, aiming for 85% utilisation.
• Build trusted relationships with client stakeholders and contribute in workshops and presentations.
• Identify opportunities and work with data and technology teams on how AI can transform business, improve customer experience and boost efficiency.
• Stay ahead of emerging trends and technologies and act as a role model for the team.

Required profile

• Experience in customer strategy, CRM or customer experience, ideally in a consultancy or transformation environment.
• Able to connect customer needs with business and operating-model priorities and turn strategy into executable solutions.
• Strong collaborator able to coordinate and influence client relationships across complex matrix structures and manage significant stakeholders.
• Confident communication and storytelling, including client workshops and presentations.

Required skills

• Analytical and problem-solving skills, with the ability to structure ambiguity and present persuasive recommendations.
• Understanding of innovative technology concepts and how they fit into transformation roadmaps.

What we offer

• Private medical insurance, 24/7 virtual GP and sick-pay policy.
• Wellbeing days, volunteering time, flexible bank-holiday swaps, retail discounts, gym access and tech schemes.
• Enhanced maternity, paternity and carers leave, menopause and baby-loss support, plus 10 fertility treatment days.
• Life assurance, income protection, financial education tools and flexible savings options.