London-based Customer Strategy Manager — Growth & CX

dentsu; Greater London; Hybrid; GBP 75,000 - 95,000; Full time

Benefits offered by this job

Private Medical Insurance

Virtual GP

Sick pay policy

Wellbeing days

Job summary

Merkle, a dentsu company, is seeking a Manager, Customer Strategy in London to lead high-impact customer strategy and transformation engagements. The role sits within BX and emphasizes delivering value through customer insights, data-informed narratives and cross-practice collaboration.

You’ll shape engagements, manage stakeholder relations, and translate strategy into practical roadmaps, while partnering with data and technology teams to leverage AI for improved customer experience.

Qualifications

• Experience in customer strategy, CRM or customer experience, ideally in a consultancy or transformation environment.
• Ability to connect customer needs with business priorities and operating models, translating strategy into executable solutions.
• Strong ability to draw human and cultural insights from data and communicate persuasively.

Responsibilities

• Deliver high-quality workstreams across customer strategy and transformation projects (CRM, CX, operating-model).
• Turn research and stakeholder input into insights, recommendations and strategic narratives.
• Support senior colleagues in shaping engagements, client conversations and practical roadmaps; ensure high-quality delivery (85% utilisation).
• Build trusted client relationships and contribute in workshops and presentations.
• Identify opportunities and collaborate with data/tech teams to apply AI for business transformation and improved customer experience.
• Be a role model; stay informed on trends and ensure future-facing recommendations.

Skills

Customer strategy

CRM / CX

Analytical skills

Communication

Storytelling

Technology concepts

Collaboration

Job description

Merkle, a dentsu company, is seeking a Manager, Customer Strategy in London to lead high-impact customer strategy and transformation engagements. The role sits within BX and emphasizes delivering value through customer insights, data-informed narratives and cross-practice collaboration.

You’ll shape engagements, manage stakeholder relations, and translate strategy into practical roadmaps, while partnering with data and technology teams to leverage AI for improved customer experience.