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Client Program Director

Location: City, MI.
Company Description:

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency's heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. With 5,500 employees, Merkle is headquartered in Columbia, Maryland, with 24 additional offices in the US and 25 offices in Europe and APAC. In 2016, the agency joined the Dentsu Aegis Network.

Job Description:

The Client Program Director, reporting to Head of Delivery, provides guidance and leadership support to cross-functional Delivery teams, proactively identifies or clarifies challenges, and makes recommendations to resolve challenges. The Client Program Director is leading daily program operations such as project scope, deliverables, resource and capacity planning, and client and project profitability. Success is measured through client satisfaction, continued improvement to process, and project effectiveness and profitability KPIs.

This person will work closely with the discipline leads to assess quality control checks and process improvements. This person will also lead the digital execution and be the main escalation point for all programs.

Description & Responsibilities:

·       Client Satisfaction

o   Add value by partnering with discipline areas to drive process solutions to efficiently execute on client programs with operational excellence

o   Delivery SME and internal partner with vertical focus providing industry-based best practices and expertise

·       Communication

o   Ensure that all organizations/partner agencies participating in the client's programs have the necessary information to fulfill their responsibilities

o   Must be able to consultatively speak with all members of the team, including project management and technical representatives

o   The ability to use effective communication skills to maintain and develop working relationships with our client, their partners and the Merkle team is essential.

·       Quality

o   Ensure that the client's performance objectives are met for their program while also overseeing completion of deliverables and adherence to timelines

o   Work closely with our client to understand and define program objectives and requirements

o   Oversee and ensure remediation process is followed for all client/customer-facing incidents, including formal RCA

·       Program Planning

o   Compile and own the program plan with contributions from all participating organizations

o   Maintain the plan throughout the program, while tracking and communicating progress and milestone completions

o   Work with the capabilities, Client Success, partner agencies, and the client to identify and resolve issues and remove obstacles

  • 8-12+ years of experience in marketing program/project management or technology, with an emphasis on digital marketing programs
  • Excellent communication, interpersonal, organizational and planning skills
  • Able to translate technical requirements to marketing and non-technical partners
  • Organized, extremely detail-oriented and able to balance multiple priorities
  • Possesses strong leadership skills
  • Able to build strong teams and effectively lead, grow, and develop team members
  • Experience managing project or development teams and leading creative direction
  • Able to build strong relationships with clients and be viewed as a partner
  • Experience in client facing and/or client management role
Additional Information:

The anticipated salary range for this position is $150,000-$175,000.   Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography. Additionally, this position is eligible for discretionary bonus compensation. The company’s bonus compensation plan is subject to change. 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 https://dentsubenefitsplus.com/  

Employees from diverse or underrepresented backgrounds encouraged to apply.
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 [email protected] 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.

More Information:

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