Program Director, Digital Experience

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading nonprofit organizations have partnered with us to build and maximize the value of their customer portfolios.

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can excel. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all. Merkle is an agency of dentsu.

The America’s Senior Director, Program Management is accountable for successful sales & delivery of CXM’s client accounts. You will collaborate with sales, client management and project management across dentsu’s creative, media and customer experience management service lines and across CXM’s, Experience and Commerce (experience & commerce, loyalty and messaging) and Data & Technology Strategy practice areas to win and deliver client engagements.

You will partner with the Solutions Team and Practice Area delivery leadership to define the vision and evolve the program management capability within CXM for winning and delivering large scale, multi-disciplinary client engagements. Specifically, you will be responsible for delivery across dentsu’s end-to-end client lifecycle – from RFP response to client sunsetting. This is a remote position, reporting to VP, Program Director.

JOB ROLE:

In the sales process:

• Tailor engagement model frameworks and cross-service line approaches to client contexts for pitch decks, RFP responses and in in-person pitches to prospective clients.
• Craft approach and timeline for engagment model (team structure, process/approach, toolset) definition and pricing for client pitches.
• Partner with finance, client engagement and practice area delivery and operations to model the team and price new client business.
• Design the engagement model for the client engagement – team models & structures, workstreams, processes and toolset.

Upon award of client engagement:

• Partner with service lines, practice areas and clients to refine the engagement model design presented in the sales process and partner with the practice areas, resourcing and talent to stand up the team.
• Work with the team to prepare both client and internal kickoffs.

Delivering the work:

Be the COO and lead Program Director on client accounts. This could take the form of running the PMO on behalf of the client, being a member of a PMO / TMO for a client or running the holistic program for CXM/dentsu outside of a client’s PMO / TMO structure.

Specifically responsible for:

• Execution Standards
• Tailor PMO / TMO frameworks and approaches to client context and ensuring all parties across dentsu and our client teams understand approaches, templates and communication strategy
• Develop standardized team size scoping methods on the account
• Standardize delivery of the client’s chosen delivery methodology
• Own Delivery Onboarding materials and ensures all project teams have project specific onboarding
• Create and evolve account playbooks

New Business Pursuits (Organic Growth)

• Facilitate pitch and proposal development in partnership with the client leadership team
• Ensure detailed SOWs are developed and approved for all new engagements
• Ensure detailed Change Orders are developed and approved for all project changes
• Partner with account CLG teams to develop and execute account plans

Delivery Excellence

• Ensure all programs are delivered on schedule, on budget, and meet the expectations of the agreed scope
• Ensure all workstreams are communicated to across the account
• Partner with appropriate leads and delivery representation to Identify and lead remediation actions for escalated issues

Qualifications

• At least 15 years experience delivering transformation, complex, global, scaled client engagements with star brands in a professional services environment.
• Experience bringing diverse teams together to deliver stellar Digital Experience work.
• Program subject matter expert who is an accomplished delivery leader who has experienced global / complex roll-out and knows how to guarantee successful execution of strategic initiatives.
• Experience working in partnership with other professional services organizations in client contexts.
• You are expected to be a business leader, who can rally talent from various backgrounds and cultures toward a common goal.
• You will demonstrate commercial delivery track record and be able to showcase how you delivered complex engagements profitably.

#LI-Remote #LI-AJ1

The anticipated salary range for this position is $136,000 - $219,650. Salary is based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit www.dentsubenefitsplus.com.

About dentsu
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com.

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.