Manager, Customer Strategy

About the role

Merkle, a dentsu company, is hiring a Manager, Customer Strategy for its BX practice in London. BX is the strategy and transformation capability of dentsu UK&I, delivering high-impact strategy and transformation engagements for clients, including customer engagement strategies that drive value, loyalty and growth. 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 considerations.
• Turn research, data and stakeholder input into clear insights, recommendations and strategic narratives.
• Support senior colleagues in shaping engagements, facilitating client conversations and developing 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 to advise on how AI can transform business, improve customer experience and boost operational efficiency.
• Stay ahead of emerging trends and technologies so that recommendations are future-facing.

Required profile

• Experience in customer strategy, CRM or customer experience, ideally within 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 clear recommendations.
• Understanding of innovative technology concepts and how they fit into transformation roadmaps.

What we offer

• Permanent full-time role with hybrid working.
• 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.