Customer Experience Architecture Lead

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.

Role Summary: You will lead a team of solution consultants, business/information analysts, and customer process managers. This team is the organization's go-to resource for advice, platform selection, implementation, and execution, as well as process management for Customer Experience tooling. The ideal candidate will combine strong leadership abilities with deep expertise in customer experience architecture, ensuring the delivery of comprehensive and effective CX solutions.

The purpose of the role is to ensure we define, design, implement and operate the right CXM solutions for our customers within Merkle NL. You will be working closely with the Merkle NL crafts (Data & Technology, Engagement & Loyalty and Experience design), the strategy team and the business teams to ensure the solutions are implemented for each client. As the leader of the CX Architecture team you are the main driver and owner of defining our solution approach, architecture design standards and implementation methodologies. You will set the standard for integrated delivery and operations.

For this position, we are looking for someone with deep knowledge of our solutions & services and relevant experience in various fields: Deep knowledge of Customer Experience related technology such as marketing technology, CRM, Content Management, Commerce solutions, Customer Data Platforms and activation technology. Broad perspective on the CX stack. Knowledge of Content Supply Chain solutions is a pre.
You will have strategic technology skills, action planning and prioritization skills, strong in stakeholder management and building sustainable relationships. Fluent in both Dutch & English. You are able to lead and coach a team of professionals. You will be at the heart of delivering qualitative services by promoting innovative, well-thought and future-proof solutions which will deliver sustainable value to our clients. We are looking for an advisor who shows our customers the way forward, challenges them on their current CX Tech strategy and pro-actively suggests improvements and alternative strategies.

Place in the organization You are part of the Merkle Craft leadership team and will work closely with the Craft leads for Data & Technology, Experience Design and Loyalty & Engagement. In this role you will report into the Director of Crafts Merkle Netherlands, and you are aligned to the crafts Community in dentsu Netherlands and Merkle NE.

Key Responsibilities:
1. Leadership & Management:

• Lead, mentor, and develop a team of solution consultants, business/information analysts, and customer process managers.
• Foster a collaborative and innovative team culture.
• Ensure effective resource allocation and workload distribution across teams.
• Conduct regular performance evaluations and provide constructive feedback.

2. Strategic Planning & Execution:

• Develop and implement a strategic vision for the customer experience architecture within the organization.
• Align departmental goals with overall business objectives.
• Drive the adoption of cutting-edge CX strategies and best practices.

3. Subject Matter Expertise:

• Provide expert guidance on customer experience architecture, platform selection, implementation, and process management.
• Stay abreast of industry developments and emerging trends in CX tooling.
• Ensure the delivery of high-quality, effective CX solutions.

4. Consultation & Advisory:

• Serve as the primary advisor for the organization on CX-architecture related matters.
• Provide recommendations on platform selection and implementation strategies.
• Collaborate with internal teams to address CX challenges and opportunities.

5. Platform Implementation & Execution:

• Oversee the implementation and execution of CX platforms and tools.
• Ensure projects are completed on time, within scope, and within budget.
• Implement and maintain robust process management methodologies.

6. Process Management:

Develop and implement processes and systems to improve efficiency and effectiveness.
Ensure compliance with relevant regulations and industry standards.
Monitor and report on key performance metrics.
Responsible for Staff utilization rates, efficiency and resource allocation

Education: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field. A Master’s degree or relevant certifications are a plus.

Experience:

• Minimum of 5 years of experience in customer experience architecture, platform implementation, or a related field.
• Demonstrated ability to lead and develop teams,

Skills:

• Strong leadership and team management skills.
• Deep understanding of CX architecture, platform selection, and implementation.
• Excellent communication and presentation skills.
• Proficiency in project management methodologies.
• Strong problem-solving and decision-making abilities.

Personal Attributes:

• Strategic thinker with a visionary mindset.
• Collaborative and inclusive leadership style.
• Adaptable and open to change.
• Results-oriented with a focus on quality and efficiency.
• High level of integrity and professionalism.

What we offer? Quite a lot, here are some highlights:

• An international work environment. Brain-picking colleagues from over the globe;
• A challenging position at a successful company in a growing market;
• Enough time for other fun things at work. Table football, table tennis, (thematic) get-togethers, parties, camping with all colleagues, and a lot more;
• 3 extra days off (yes, at Merkle we take your well-being very seriously) - next to 25 annual holiday days off there are 3 Well-being Days;
• 2 Social Impact Days - you can volunteer for the cause of your choice;
• Extensive learning and development possibilities - wide range of in person and online training courses;
• A hybrid work model, we work 2-3 days at the office, other days at home;
• And, of course, a good salary and excellent fringe benefits.

Where will you work?

At our office you’ll find a group of professionals with different backgrounds and specializations. Pro’s that love to look further than their own niche and are keen to make the impossible possible. If you’d ask us we also think the parties, room for initiative and good vibes are what makes Merkle great. We don’t like shady stuff, but we do like a good atmosphere.