Manager, Customer Strategy

Job Description:

**Manager, Customer Strategy Merkle London Permanent Hybrid**

About Merkle

Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and 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 throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.

Purpose of the Role

BX is dentsu UK&I’s strategy and transformation capability, housed within Merkle, our remit is to deliver high-impact strategy and transformation engagements for our clients and enable cross-practice growth.

We position ourselves as our clients’ go-to partner for future-fit business and experience transformation, delivering measurable business and customer growth through our blend of strategic and consulting rigour, human insight, and storytelling.

BX supports brands in achieving transformational outcomes, including revenue diversification through new business models; product and service innovation; organisational redesign; cultural and change management; and customer engagement strategies that drive value, loyalty and growth.

What you’ll do

• Deliver high quality workstreams across customer strategy and transformation projects spanning CRM, customer experience and operating-model considerations.
• Turn research, data and stakeholder input into clear insights, recommendations and compelling strategic narratives.
• Support senior colleagues in shaping engagements, facilitating client conversations and developing practical roadmaps, ensuring high-quality project delivery (target 85% utilisation).

• Build trusted relationships with client stakeholders and contribute confidently in workshops and presentations.

• Identify opportunities, collaborate with data and technology teams to translate and advise on how AI can enable business transformation, improve customer experience and drive operational efficiency.
• Act as a role model; and be regularly sought out after for views by peers and the wider team, staying informed on emerging trends an innovative technology and their implications for business models, ensuring recommendations are future-facing.

How you’ll succeed

• Produce high-quality strategic work that addresses client challenges with clear, practical recommendations.
• Develop credible client relationships and earn strong feedback through thoughtful, reliable delivery.
• Connect CRM and customer priorities to the wider organisation, operating model and transformation agenda.
• Manage your work effectively, meeting commitments and contributing to the timely delivery of engagements.
• Strengthen project teams through collaboration, constructive challenge and knowledge sharing.
• Grow your ability to shape strategic projects and take increasing ownership of client work.

What you’ll bring

• Experience in customer strategy, CRM or customer experience, ideally gained within a consultancy or transformation environment.
• The ability to contribute to strategic projects that connect customer needs with business and operating-model priorities, translating strategy and strategic thinking executable solutions.
• Able to draw critical human and cultural insights from data and observation with the ability to challenge conventional views and present ideas persuasively to gain buy-in.
• A strong collaborator who can coordinate and influence a collective team-based client relationship across complex matrix structures, both internally and externally, and manage significant stakeholders and key industry relationships.
• Strong analytical and problem-solving skills, with the ability to structure ambiguity and develop clear recommendations.

• Confident communication and storytelling skills, including experience contributing to client workshops and presentations.

• Understanding of innovative technology concepts and applications in business context,…