Senior Director, Business Transformation

Overview

As Senior Director, you drive customer-led growth for major client engagements within Merkle’s BX practice. You own strategic direction, nurture senior client partnerships, and lead cross-disciplinary teams across CRM, customer experience, and operating-model transformation. You shape propositions, win work, and contribute to thought leadership, helping clients achieve measurable growth and loyalty. This role offers high-impact work at a leading, data-driven consultancy with a strong, collaborative culture.

Pay / Benefits

• Private Medical Insurance
• 24/7 Virtual GP
• generous sick-pay policy
• wellbeing days
• volunteering time
• flexible bank-holiday swaps

Responsibilities

• Own the strategic direction and delivery of significant client engagements across two business pieces
• Build and sustain senior client relationships to deepen partnerships
• Lead customer and business strategy work spanning CRM, customer experience, operating models and transformation
• Shape, pitch and win new work in collaboration with the wider organisation
• Direct multidisciplinary teams with clear strategic guidance and quality delivery
• Contribute to practice growth through proposition development, client workshops, and thought leadership

Key requirements

• Significant experience in customer and business strategy, ideally in a leading consultancy or transformation environment
• Proven track record as senior strategic lead for complex, high-value engagements
• Experience of pitching, winning, and expanding client work through senior relationships
• Broad understanding of CRM and customer experience and their link to operating-model transformation
• Confident, engaging communication skills, including facilitating senior workshops and presenting complex ideas
• Collaborative, “we rather than me” leadership style with ability to bring others along

• Collaborative leadership
• Stakeholder management
• Mentorship and knowledge sharing
• CRM
• Customer experience (CX)
• Operating-model transformation

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