Senior Director, Customer Strategy

Job Description

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

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

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. You will join our BX team, helping leading organisations shape and deliver customer-led growth. As a senior strategic leader, you will own significant client relationships and engagements across customer and business strategy, CRM, customer experience, operating models and wider transformation.

Working across disciplines, you will turn strategic ambition into practical, scalable change while helping grow our client partnerships and practice.

• Own the strategic direction and successful delivery of significant client engagements, typically across two key pieces of business.
• Build trusted relationships with senior client stakeholders, identifying opportunities to deepen and expand our partnerships.
• Lead customer and business strategy work spanning CRM, customer experience, operating models and broader transformation.
• Shape, pitch and win new work, working collaboratively with colleagues across the wider organisation.
• Direct multidisciplinary teams, providing clear strategic guidance and supporting consultants and analysts to deliver high-quality work.
• Contribute to the growth of our practice through proposition development, client workshops, speaking engagements and thought leadership.

• Deliver high-quality strategic work that translates complex customer and…