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Merge Associate Director of Customer Experience (CX) Strategy in Boston, Massachusetts

As our Associate Director, Customer Experience (CX) Strategy, you will?

Merge Creativity and Technology

We?re a premium marketing services company that merges creative, technology and media so our clients' businesses emerge to the top of their industry. With over 300 talents across offices in Chicago, Boston and Atlanta, MERGE offers full-service expertise in strategy, creative, experience-engineering, media and technology platform development.

Promote Health, Wealth & Happiness

We are committed to promoting health, wealth and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage minds and hearts to do the best work of their careers.

You will serve as a strategic business consultant to your clients and work beside them to interpret customer needs and key factors that are impacting their business. You demonstrate an intimate understanding of how people interact with channels and how to leverage best-of-breed marketing communication technology. You?re ready to push the thinking among client and internal teams and to develop and deploy business-building strategies that always keep customers? needs and desires central.

Working in partnership with peers in experience design, contact planning, technology and other core agency functions, as a member of the CX Strategy team you define the vision and guiding system for how brands will most effectively connect with customers, though both omni-channel communications and experience with the product/service itself.

Be Accountable and Responsible

  • Mapping consumer experience journeys to identify high-impact moments and opportunities for brands to deliver truly differentiated experiences.

  • Providing proactive consultative support and serving as a trusted advisor to clients by delivering actionable roadmaps to achieve future-state CX journeys.

  • Designing and implementing orchestrated systems of customer communications and experiences, partnering with contact planners, creative teams and technologists to bring CX journeys to life. While your core focus is on planning and delivery of one-to-one communications (email, SMS, chat, voice, etc.), your work is always completed with an eye to the broader customer experience landscape.

  • Maintaining and evolving customer experience artifacts to support consistent and repeatable approaches to CX strategy outputs and go-to-market plans.

  • Building trusted client relationships by keeping them apprised of key initiatives, competitive activity and consumer behaviors & trends.

  • Partner with Analytics and Performance measurement teams to craft strategic measurement plans and test & learn programs that measure program outcomes and drive ongoing optimization.

  • Forming collaborative relationships with extended MERGE capabilities, and, as needed, teams at partner agencies and third-party providers (e.g. Salesforce, Adobe).

These are the qualifications we?re looking for

This important role requires strong work experience (5-9 years, minimum 4-year college degree, Masters preferred) and a track record of impactful work and professional ingenuity. This means:

  • Experience developing omni-channel CX programs that achieve performance metrics for B2C and B2B clients and help differentiate their brands.

  • Strong collaboration and influencing skills ? getting the most and best out of the collaborative relationships, keeping people informed, and influencing key contributors to ensure success.

  • Intimate knowledge and hands-on experience deploying campaigns and programs using best-in-class marketing automation and CRM solutions such as SalesForce Marketo, Eloqua, Adobe Campaign and/or HubSpot.

  • Additional experience using optimization & personalization solutions is preferred but not required (examples: Adobe Target, Google Optimize, Evergage, Optimizely, Monetate).

  • A seasoned CX and marketing professional with exceptional written and verbal communication skills, as well as organization and time management skills (when are these ever not needed?). And, naturally, the flexibility to adapt quickly to changing circumstances.

  • A portfolio, work samples or case studies that include artifacts such as journeys, contact plans, and segmentations

And here?s how we live our values at MERGE

  • Ability. We push ourselves to share our highest level of skill and competence. We dive in and try our hardest every day.

  • Agility. We stay flexible, nimble and incredibly responsive to client and market demands. We constantly bend our thinking and shift directions often. No problem.

  • Humility. Nobody ever admits to this. These are the people who push us all to be better and they take no credit. They seek new ideas and collaborate effortlessly.

MERGE embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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