Customer Experience Manager

2 weeks ago

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

Company Overview:

Merkle, a leading customer experience transformation partner to Fortune 1000 companies, is dedicated to enhancing brand loyalty and competitive advantage through exceptional customer experiences. With a global workforce exceeding 14,000 professionals, Merkle drives hyper-personalization and digital transformation for clients across multiple industries.

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.

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.

Solution Design and Advisory:

  • Leverage MarTech expertise 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.

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.

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.

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.

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