Manager, Customer Strategy

Overview

In this role you will lead and shape customer strategy initiatives within Merkle’s BX practice, driving growth through CRM, customer experience and operating-model design. You’ll translate research and stakeholder input into actionable insights and roadmaps, working with cross-functional teams to deliver high-impact engagements. You’ll influence client conversations, build strong relationships and explore how AI can accelerate transformation and improve customer outcomes. This is a hybrid, London-based permanent role with a focus on future-facing, strategic solutions.

Pay / Benefits

• Private Medical Insurance
• Virtual GP
• sick-pay policy
• wellbeing days
• retail discounts
• gym access

Responsibilities

• Deliver high-quality workstreams across customer strategy and transformation projects (CRM, customer experience, operating model)
• Turn research, data and stakeholder input into insights, recommendations and strategic narratives
• Support shaping engagements and developing practical roadmaps; ensure high-quality delivery (target 85% utilisation)
• Build trusted client relationships and contribute in workshops and presentations
• Identify opportunities and collaborate with data/technology teams to translate and advise on AI-enabled transformation
• Act as a role model, staying informed on emerging trends and innovative technology to keep recommendations future-facing

Key requirements

• Experience in customer strategy, CRM or customer experience, ideally in consultancy or transformation
• Ability to connect customer needs with business and operating-model priorities and translate strategy into executable solutions
• Ability to extract human and cultural insights from data and present persuasively
• Strong collaboration and stakeholder management across matrix structures
• Strong analytical and problem-solving skills to structure ambiguity and derive recommendations
• Confident communication and storytelling skills for client workshops and presentations
• Understanding of innovative technology concepts and their business value for transformation roadmaps
• collaboration
• communication
• stakeholder management
• CRM
• customer experience
• data analysis

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