Program Manager

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 nonprofit organizations have partnered with us to build and maximize the value of their customer portfolios.

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 excel. 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. Merkle is an agency of dentsu.

Job Description

The Program Manager is accountable for successful sales and delivery of CXM's client accounts. You will collaborate with sales, client management and project management across dentsu's creative, media and customer experience management service lines and across CXM's, Experience and Commerce (experience & commerce, loyalty and messaging) and Data & Technology Strategy practice areas to win and deliver client engagements.

You will partner with the Solutions Team and Practice Area delivery leadership to define the vision and evolve the program management capability within CXM for winning and delivering large scale, diverse client engagements. Specifically, you will be responsible for delivery across dentsu's end-to-end client lifecycle – from RFP response to client sunsetting. This is a remote position, reporting to VP, Program Director.

JOB ROLE:

In the sales process:

• Tailor engagement model frameworks and cross-service line approaches to client contexts for pitch decks, RFP responses and in in-person pitches to prospective clients.
• Craft approach and timeline for engagement model (team structure, process/approach, toolset) definition and pricing for client pitches.
• Partner with finance, client engagement and practice area delivery and operations to model the team and price new client business.
• Design the engagement model for our client engagement – team models and structures, workstreams, processes and toolset.

Upon award of client engagement:

• Partner with service lines, practice areas and clients to refine the engagement model design presented in the sales process and partner with the practice areas, resourcing and talent to stand up the team.
• Work with the team to prepare both client and internal kickoffs.

Deliver the work:

Be the COO and lead program director on client …