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About the Role
As a senior strategic leader within the BX team, you will own significant client relationships and engagements across customer and business strategy, CRM, customer experience, operating models, and wider transformation. You will turn strategic ambition into practical, scalable change while helping grow client partnerships and the practice.
Responsibilities
- 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.
Requirements
- Significant experience in customer and business strategy, ideally gained within a leading consultancy or transformation environment.
- A strong track record of acting as the senior strategic lead for complex, high-value client engagements.
- Demonstrable experience of pitching, winning and expanding client work through commercially focused senior relationships.
- Broad understanding of CRM and customer experience, with the ability to connect these areas to operating-model and business transformation priorities.
- Confident and engaging communication skills, including facilitating senior workshops and presenting complex thinking clearly without relying on prepared slides.
- A highly collaborative, “we, not me” leadership style, combining ownership and self-sufficiency with the ability to bring others with you.
Location
- London
Work Type
- Hybrid
- Full time
- Permanent
Experience Level
- Senior
Benefits
- Company-funded Private Medical Insurance
- 24/7 Virtual GP
- Generous sick-pay policy
- Wellbeing days
- Volunteering time
- Flexible bank-holiday swaps
- Retail discounts
- Gym access
- Tech schemes
- Enhanced maternity, paternity and carers leave
- Extended sick leave
- Menopause and baby-loss support
- 10 fertility treatment days
- Life assurance
- Income protection
- Financial education tools
- Flexible savings options
About the Company
- 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.
- Dentsu is an integrated growth and transformation partner to the world's leading organisations. Founded in 1901 in Tokyo, Japan, and now operating in approximately 120 countries and regions, we bring together the power of a global network of leadership brands to deliver impactful, end-to-end growth solutions. Through our client promise, Innovating to Impact, we drive growth through integrated services across Media, Customer Experience Management (CXM), and Creative. Our business transformation (BX) mindset, combined with a focus on experience transformation (EX), drives sustainable growth for brands, people, and society. Our commitment to innovation, collaboration, and diversity enables us to continuously evolve, pushing boundaries while delivering measurable impact in a fast-changing world.
Equal Opportunity
- At Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities.
- We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic. Beyond recruitment, we strive to create an environment where everyone feels respected, supported, and empowered to bring their authentic selves to work.
- We recognize the importance of work-life balance and are open to discussing flexible working arrangements for all roles. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at accommodations@dentsu.com, quoting the reference number of the role that you are applying for. Your needs will be handled with respect and confidentiality to ensure an inclusive and accessible experience.