Managing Director CXM

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Managing Director CXM


Full-time · Rotterdam

About Merkle

Merkle is a leading data-driven customer experience management (CXM) company that specializes in the delivery of unique, personalized customer experiences across platforms and devices for leading brands. The company’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyper-personalized marketing strategies. Merkle is an integrated part of dentsu, a global agency network, with more than 65,000 employees in 145 markets. 

In Amsterdam and Rotterdam, more than 150 Merkle employees work with customers such as ASML, Albert Heijn, HEMA, Carglass and Signify. Merkle Netherlands is a strategic partner of Google, Adobe, Salesforce and Selligent, among others.

Role Summary

As Managing Director for Merkle Netherlands you will have overall responsibility for managing the market, including business transformation and development, revenue growth and profitability, service delivery and client & employee satisfaction. The team is based at two locations, Amsterdam (20 FTE) and Rotterdam (130 FTE).

You will participate in the go to market strategy definition and execution, ensuring our business is positioned as the market leading Customer Experience Management partner. You will oversee the evolution of data-driven strategies that help our clients deliver hyper-personalized experiences to maximize customer value, solidify customer loyalty, and ultimately deliver competitive advantage.

You will be the face of the brand and the company internally and externally. To be successful in this role, the you should have skills to connect with C-level decision makers to promote Merkle in the market, and to pitch and negotiate larger-scale contracts. In addition, a commercial mindset, growth mentality and client service experience are critical to success in this role.

As Managing Director Merkle NL you are part of the one dentsu Benelux leadership team driving dentsu’ s integrated business across media, creative and CXM . 


Key Responsibilities

• Promote an innovative, collaborative, and client-centric culture with people/talent at the heart;

• Deliver on business strategy and growth through developing client portfolio, promoting integrated client solutions and driving new business development in line with Merkle’s scope of work and capabilities;

• Work closely with other local dentsu service lines (media, creative) on leveraging cross and upsell opportunities / integrated solutions;

• Maintain an active profile within Merkle and the marketing industry and be a recognized industry expert and thought leader; continuing to build the multi-disciplined capability profile of Merkle Netherlands;

• Proactively champion a diverse and inclusive work environment and seek to hire, promote and retain a diverse, highly engaged and motivated team.

Key Performance Indicators for this role include

• Team Management

• Employee retention and engagement scores

• Revenue and Growth targets

• Gross Margin targets

• Client satisfaction 

Reporting Structure

This role will directly report into the CEO for Dentsu Benelux. 

Skills and Experience 

• Excellent communication and presentation skills;

• Excellent leadership skills;

• Strategic thinking and understanding of business models and agency processes;

• Commercial mindset, experience managing large portfolio of senior clients;

• Affinity with digital product development, CX, CRM, Omnichannel, Tech marketing, Data & Analytics and/or Content Solutions;

• Proven industry experience including extensive experience in relevant roles and operating at a strategic management level;

• Experience with senior client relationship management, go-to-market, and business development strategy;

• Proven track record of delivering on sales and growth targets;

• Connected and experienced within the Dutch market;

• Fluent in Dutch & English. 

What do we offer

We offer a culture of innovation and radical collaboration, a great place to work with focus on the well-being of our people. We enjoy hybrid ways of working, additional well being and social impact days, as well as flexible public holidays. We are a certified Great Place to Work. 

Our commitment to Diversity & Inclusion

Dentsu is an equal opportunity employer. We strive for an inclusive and safe workplace with equitable opportunities and treatment for all, where everyone is empowered to speak out. We are committed to inclusivity and fairness in all aspects of our policies, practices, and daily operations. We do not discriminate based on age, ethnicity, gender, nationality, religion or beliefs, sexual orientation, (dis/)ability, appearance or (socio-economic) position, and encourage candidates from all backgrounds and identities to apply.

We put our people at the center, creating space for growth, understanding, and learning so they can thrive. We foster an inclusive culture that values the unique strengths, perspectives, and experiences of each employee, in which diversity is valued in both our employees and our ideas. We believe that our diverse backgrounds contribute to the strength of our teams, enhancing our ability to make informed decisions, foster innovation, and achieve better business outcomes for our clients. 


Not sure if you meet all of the requirements for this role? Please don’t hesitate to get in touch, as some of the specifications are not pre-requisites.