Director, Customer Strategy

Company Description

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading non-profit organizations have partnered with us to build and maximize the value of their customer portfolios.

Job Description

As the Director, Customer Strategy, you will oversee the digital and mobile marketing strategy and implementation for the marketing campaigns targeting cardmembers to support new programs at a premier financial services organization. Reporting into the SVP, Head of Travel and Rewards Marketing Strategy. This may include using behavioral & lifecycle insights to target cardmembers with personalized offers, promote engagement, increase redemption and grow loyalty.

You will be focused on setting up the on-site digital and mobile marketing strategy, placement mix, customer experience flow, A/B testing, creative development, channel delivery and campaign integration, results learning- and strategy optimization recommendations.

This hybrid opportunity will require you to work on a long-term assignment supporting a financial services client in their NYC office. You will partner with the Campaign Strategy Lead and the Execution Lead, and work with a variety of cross-functional stakeholders and teams including digital teams, domain owners, operations, and UAT to provide a successful launch. You will lead the digital/mobile strategy as an important channel to delivering launch goals, and the end-to-end customer experience requirements, deliverables, approvals, issue management, and control systems for campaigns.

Responsibilities: Serve as the digital marketing strategist driving best-in-class customer experiences and a successful launch, the following responsibilities are important to the role:

• Lead the on-site digital marketing plan with marketing and campaign partners
• Partner with internal execution and channel teams on the implementation of digital/mobile plan, including setting up placements and test strategies with digital channel management and UAT before launch
• Oversee digital / mobile creative development to ensure projects are on-strategy, on time and in budget
• Track campaign execution progress with the Execution Lead to ensure records are captured within the marketing workflow tool to maintain high controls standard
• Optimize digital engagement to improve results and create meaningful touchpoints and enhance the customer experience based on results and best practices
• Ensure focuses on end-to-end customer experience and controls, delivering exceptional customer experience overall, while also ensuring all the details of the experience are performed to a rigorous controls standard
• Work with different teams, such as:
• Product and Marketing Strategy team
• Digital Channel team and Operations
• Agencies for creative development and execution
• Market Information Management and channel teams to influence and coordinate targeting
• Market Analytics partner to report campaign results and campaign optimization recommendations
  
  

Qualifications

• 10 years of experience in digital/mobile marketing
• Experience with ad serving engines (e.g., Pega or other)
• Experience with digital marketing results reporting and analysis
• Bachelor's degree required
• Specific experience in financial services including debit or credit marketing and agency-side experience
  
  

Additional Information

The anticipated salary range for this position is $113,000-$182,850. Salary is based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit www.dentsubenefitsplus.com.

About Dentsu

Dentsu is an integrated growth and transformation partner to the world’s leading organizations. Founded in 1901 in Tokyo, Japan, and now present in over 145 countries and regions, it has a proven track record of nurturing and developing innovations, combining the talents of its global network of leadership brands to develop impactful and integrated growth solutions for clients. Dentsu delivers end-to-end experience transformation (EX) by integrating its services across Media, CXM and Creative, while its business transformation (BX) mindset pushes the boundaries of transformation and sustainable growth for brands, people and society.

Dentsu, Innovating to Impact.

Find out more:

https://www.dentsu.com/

https://www.group.dentsu.com/en/

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.