Customer Transformation Lead - Financial Services

Dentsu Aegis Network Ltd.; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Transformation Lead in Financial Services, where you will design innovative customer solutions and drive change. This role offers a unique opportunity to work with diverse teams and lead strategic initiatives in a dynamic environment. You will leverage your expertise in CRM, AI, and data analytics to enhance client satisfaction and unlock new opportunities. With a focus on career growth and a commitment to inclusivity, this role is perfect for creative problem solvers eager to make a significant impact in the industry.

Benefits

Competitive compensation

Private health & dental insurance

Career development resources

29+ days of leave

Flexible hybrid working schedule

Volunteer days

Holiday closures

Qualifications

• Extensive experience in CRM and data solutions within Financial Services.
• Proven ability to grow client accounts and cross-sell opportunities.

Responsibilities

• Design and present multi-capability CXM solutions to meet customer expectations.
• Develop thought leadership in Financial Services to position as a leader.

Skills

CRM

AI

data analytics

digital media

marketing technologies

commercial acumen

Job description

Customer Transformation Lead - Financial Services page is loaded

Customer Transformation Lead - Financial Services

Apply locations London | full-time | posted on Posted 18 Days Ago | job requisition id R1089897

Job Description:

About us

Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put people at the heart of our approach to digital business transformation.

As the only integrated experience consultancy in the world with a heritage in data science and performance, Merkle delivers holistic experiences that support growth, engagement, and loyalty.

Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms in categories such as digital transformation, commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

With more than 16,000 employees, Merkle operates in 30+ countries across the Americas, EMEA, and APAC. For more information, visit www.merkle.com.

The Role

We are seeking a Customer Transformation Lead [Financial Services] to join our CXM Customer Transformation & Solutions Team. This role involves designing, building, and co-selling integrated customer transformation solutions that enable the business to exceed customer needs, increase our win-rate, and generate incremental revenue.

Reporting to the Chief Transformation Officer, this is a VP / Snr. Director level client-facing pre-sales role requiring strong knowledge across multiple technology solutions, proficiency in CX consulting, and solid commercial acumen.

The key objectives include:

1. Designing and presenting multi-capability CXM solutions that meet/exceed customer expectations and improve outcomes.
2. Developing and productizing repeatable CXM propositions to facilitate sales and unlock new opportunities.
3. Developing thought leadership in Financial Services to position Merkle as a leader in Experience, Customer Technology, AI, and Innovation.

The ideal candidate will have a strong background in CRM, AI, data, analytics, commerce, digital media, and marketing technologies, with demonstrable experience in growing client accounts and cross-selling solutions.

This role requires the ability to integrate various service offerings, working closely with sales and client partners to create and close new opportunities.

Life as a Customer Transformation Lead at Merkle

• Curiosity and a desire to learn and be an industry expert are essential. You will connect teams and introduce new offerings to clients.

• You will drive change and innovation both with clients and within Merkle, making your teams a place for career growth.

• Client satisfaction is paramount; actively challenging clients and identifying new opportunities is expected.

• You should be comfortable engaging in detailed solution discussions and leading pitches for new opportunities.

• Remaining informed about industry news and expanding knowledge in CX, Technology, AI, and Innovation is important.

• This role focuses on growing clients through new offerings, with KPIs around societal impact, revenue, margin, and overall business growth. Commercial orientation is crucial.

What we are looking for in you

• Extensive experience with CRM, data, commerce, media, marketing, and analytics solutions within Financial Services.

• Creative problem solvers with a customer solutions mindset, capable of strategic decision-making.

• Experience working with Tier 1 and Tier 2 Financial Services clients.

• Proven ability to grow client accounts and cross-sell opportunities.

• Knowledge of commercial pricing and delivery models.

• Proactive in creating and delivering solutions in a fast-paced environment.

• Active listening skills to understand client needs beyond requests, aligning solutions with strategic goals.

• Natural curiosity, openness, and a positive attitude to thrive in a dynamic environment.

A few of the benefits

• Competitive compensation, private health & dental insurance, discounts, career development, and learning resources.

• 29+ days of leave, including holidays, birthdays, and wellness days.

• Volunteer days, holiday closures, and flexible hybrid working schedule.

Our inclusive culture encourages diversity and supports flexible working arrangements. Please discuss any needs arising from disabilities or medical conditions with our recruitment team.

#LI-Hybrid #LI-VW2

Location: London

Brand: Merkle

Time Type: Full time

Contract Type: Permanent