Senior / Lead CRM & Loyalty Consultant

Job Description:

We Dream. We Do. We Deliver.

At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.

We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

Responsible for advising and leading the implementation of CRM strategies, optimizing CRM systems, and ensuring they align with business objectives to enhance customer relationships and drive business growth

Develop and implement CRM strategies that align with business goals and drive customer engagement. Oversee complex CRM projects, ensuring completion on time and within budget. Work closely with senior management and other stakeholders to ensure CRM solutions meet business needs.

Continuously refine and optimize CRM systems based on evolving business requirements and feedback.

 

You will have to:

• Lead consulting projects focused on enhancing capabilities for clients in the CRM Domain
• Leading the development of digital transformation strategies and concepts.
• Taking responsibility for significant project components and contributing to larger initiatives.
• Advising clients on their digital roadmap and identifying value generation opportunities.
• Acting as a mentor for junior consultants and analysts.
• Developing recognized expertise in multiple relevant technologies or topics.
• Managing business backlog items and driving prioritization through value generation.
• Acting as a subject matter expert in client pitches and business development activities.
• Conducting requirements engineering and creating functional specifications for solutions based on platforms like Adobe, Salesforce, Microsoft Dynamics & Sitecore.
• Documenting and managing functional/non-functional requirements through various techniques.
• Defining and enhancing industry-specific business processes.
• Supporting and consulting customers throughout their digital projects, ensuring the best possible customer experience.
• Building the business bridge between internal stakeholders and client stakeholders.
• Collaborating closely with development, UX/Design, and content teams.
• Preparing and facilitating client workshops for idea creation and requirements engineering.
• Staying updated on digital trends and understanding their impact on clients’ businesses.

Skills for the role:
CRM Platforms

• Expertise in multiple CRM platforms, with experience in large-scale implementations.
• Leads CRM strategy, digital transformation, and enterprise-wide implementations.

Databases

• Proficiency in database knowledge, primarily for understanding data structures in CRM projects.
• Industry Specialization
• Provides cross-industry expertise, with experience in global or highly regulated industries.

CRM Configuration & Optimization

• Configures CRM workflows, automation, and best practice implementations.

Stakeholder Engagement

• Manages C-level stakeholders, aligning CRM initiatives with business growth and digital transformation.

Project & Change Management

• Leads enterprise-wide CRM implementation projects, change management, ensuring stakeholder alignment and adoption.

Data Analytics & Reporting

• Leverages predictive analytics and AI-driven insights for strategic CRM enhancements.

CRM Training & Documentation

• Leads CRM adoption programs, ensuring best practices and user engagement.

Business Process Mapping

• Leads business process re-engineering, aligning CRM with strategic business goals.

CRM Strategy & Roadmap

• Defines long-term CRM roadmaps, transformation strategies, and global implementations.

Team player with organizational skills and dedicated to transparency.

Why choose Merkle?

Innovation at Our Core: As part of dentsu’s global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we’ve been innovating to meet the changing needs of our clients.

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions.

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You’ll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

What’s in It for You?

Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale.

Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options. Hybrid working – we combine flexibility with in-person collaboration, with an expectation of 1 day per week/ 4 days per month in the office.

Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member’s unique perspective is valued, and everyone is welcome.

Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.

Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.

Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.

Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach.

*many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter

Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together.

*At dentsu, Diversity, Equity, and Inclusion (DEI) is central to our vision: "To be at the forefront of people-centered transformations that shape society."

We cherish the unique talents and perspectives of all individuals, welcoming applicants regardless of gender, gender identity, nationality, religion, ethnicity, cultural background, sexual orientation, age, physical or mental ability. By embracing diverse perspectives, we create meaningful change and sustainable growth for our people, clients, and society. Our hiring decisions are guided by qualifications and role-specific requirements, ensuring a workplace free from discrimination and harassment.

#LI-MERKLE

Location:

Belgrade

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent