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CX Consultant Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China dentsu Full time

Merkle is a leading customer experience transformation partner to Fortune 1000 companies, dedicated to enhancing brand loyalty and competitive advantage through exceptional customer experiences. For over 35 years, since its founding in 1988, Merkle has leveraged its expertise in data, analytics, and technology to empower brands with innovative solutions in marketing, sales, commerce, and service. With a global workforce exceeding 14,000 professionals as of 2020—and growing to over 16,000 today—across more than 50 offices worldwide, Merkle drives hyper-personalization and digital transformation for clients. In Hong Kong, we serve prominent brands such as Ralph Lauren, Shiseido Group, VF Corp, Estee Lauder Companies, Langham Hospitality Group, and DFS, among others, delivering customer-centric strategies.

Job Description:

We are seeking a dynamic CX Solution Consultant/Manager to join our Hong Kong team as we expand to meet the rising demand for outcome-driven customer experience management (CXM) transformations. This role encompasses the full client lifecycle—from pre-sales and solution design to implementation and customer success—delivering unmatched service and strategic value to our clients.

This business consulting position requires technical proficiency in MarTech platforms, marketing expertise, and a relentless focus on customer satisfaction. The ideal candidate will excel in preparing and supporting pitches, designing solutions with tools like CDPs and marketing automation systems, and ensuring client success through advisory and delivery oversight. A deep understanding of how data and technology shape brand-customer relationships is critical.

Key Responsibilities:

  • Collaborate with core teams to prepare and deliver compelling pitches , crafting impactful presentations and proposals.
  • Conduct discovery sessions to define tailored solutions for prospective and existing clients.
  • Manage RFPs and lead processes to streamline sales efforts.
  • Design high-level solution architectures and technology roadmaps.
  • Draft statements of work, contracts, and CXM strategies, including budgets and timelines.

2. Solution Design and Advisory

  • Leverage MarTech expertise (e.g., Adobe Experience Platform, Adobe Campaign, Tealium, Braze, Segment) to architect client solutions.
  • Provide strategic guidance on digital transformation, CRM, and data-driven marketing.
  • Simplify complex technical concepts for business leaders and non-technical stakeholders.

3. Project Oversight and Delivery

  • Guide project execution across multiple clients, ensuring alignment with goals and deadlines.
  • Partner with delivery teams to implement solutions effectively.
  • Expand project scope beyond MarTech into analytics, experience platforms, and creative services as needed.

4. Customer Success and Retention

  • Deliver exceptional customer service , acting as a trusted advisor to maximize client value.
  • Build strong relationships with key accounts to ensure satisfaction and retention.
  • Monitor and optimize technology adoption for sustained client success.

5. Collaboration and Innovation

  • Work with Merkle/Dentsu teams across APAC (e.g., Singapore, India, China, Australia) and globally (AMER, EMEA) to refine methodologies.
  • Contribute to thought leadership and service innovation around key technology partnerships.
  • Support skills development and certifications within the team.

Qualifications:

  • Bachelor's degree in Marketing, Business, Information Technology, or a related field.
  • 3-5 years of experience in a consultancy, agency, or software environment, with a focus on Marketing Automation, Customer Data Platforms (CDPs), CRM, or data-driven marketing.
  • Proven track record in developing proposals, managing project resources, and drafting statements of work.
  • Experience with MarTech platforms such as Adobe Experience Platform, Adobe Campaign, Tealium, Braze, or Segment is highly desirable, with proficiency in at least one preferred.
  • Exposure to analytics tools like Adobe Analytics or Google Analytics is a plus.
  • Understanding of AdTech solutions, such as Google Ads, Demand-Side Platforms (DSPs), or Meta, particularly in targeting and media buying, is advantageous.
  • Excellent presentation and negotiation skills, with an ability to simplify complex ideas for diverse audiences.
  • Resilient, decisive, and goal-oriented, with a strong dedication to delivering exceptional customer service.
  • Ability to thrive in a fast-paced, client-facing role while managing multiple projects concurrently.
  • Fluent in English, Cantonese and Mandarin.

Additional Information:

At Merkle, you'll join a vibrant, inclusive team with access to:

  • Career growth via Merkle/Dentsu University, including courses and mentorship.
  • Competitive benefits and a lively Hong Kong social calendar.

Merkle is proud to be an Equal Employment Opportunity employer, welcoming diverse talent.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Analyst and Consulting

Industries

IT Services and IT Consulting

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