VP Customer Experience, Commercial Director

At Merkle CX, the new Customer Experience service line of Merkle, we are doing things differently. We don’t think in boxes and don’t operate straightjacketed. We have an eye for business, talent and personal development. With the focus on the future, we want to stay innovative. Therefore, we’re always on the lookout for new ways that fit our employees and results even better. Everyone gets the chance to strategically think along about subjects that determine the future course of the company. We are looking for a professional who gives commercial direction to the CX service line and manages the CX sales team in Amsterdam and Breda. Someone with a creative view and innovative vision. Together with the Business Unit Director and Strategy Director, you form the three-headed Management Team of the CX service line. 

We are looking for someone that fits our non-hierarchal culture. Someone who is conceptually strong, pragmatic and does not mind wandering off the beaten path. You are inspiring, decisive and convincing in your communication towards all stakeholders and your team. You are ambitious, devoted, analytical, empathic, proactive and a positive thinker. Do you want to grab the chance to work within a dynamic company where you can influence policy and have impact from day one? Then we’d like to meet you! And just so you know, in the case of equal suitability, the candidate that further increases our diversity is preferred.

The role

In this position, you are responsible for the creation of our commercial strategy and its translation into tactical and operational plans. Next to a source of inspiration, you are a great sparring partner for our clients. You have the capacity to win trust and develop long term relations with clients. Your focus is enlarging the Merkle CX brand and proposition. During the creation of commercial challenges, you are creative, tenacious and you dare to show initiative. With your expertise, clear vision and persuasiveness, you can deliver the best results. To your team, you’re a natural leader with an entrepreneurial spirit and excellent communicative skills. Thanks to your knowledge, charm and your talent to help grow your colleagues into their best selves, you turn possibilities into a shared commercial success. You feel at home in a high-performance environment and you’re in it to win it.

On group level, you are a connector and able to liaise with different stakeholders. This is how you’ll be able to deliver an important contribution in the roll out of our shared vision and CX strategy. We have a global focus. More and more of our employees are working abroad or on international projects. There are over 20 nationalities working within the group. We warmly welcome knowledge, experience, and genuine interest in the challenges and dynamics of an international working environment.

We are looking for people with this profile:

  • University work and think level;

  • At least 10 years of relevant work experience, preferably in a leading role;

  • Experience at a (digital) agency is a strong plus;

  • You like to look out for the personal talents of your staff members and to be involved in the personal development and coaching of the team;

  • A strong vision;

  • A big sense of responsibility;

  • Passion and experience with all terrains of the field;

  • A big network within our domain;

  • Excellent communicative skills in both Dutch and English.

You’re curious and driven by results. You know the broad CX spectrum and you know how to match the right specialism to the right case. You’re the personification and ambassador of our brand. You motivate and move colleagues, you trust their expertise and you’re the gatekeeper of progress and output. You take risks and make sure that actions turn into commercial success. No challenge is too big, because you get energy of turning everyday challenges into possibilities. We say it because we mean it: we’re in this together.

About Merkle CX

Merkle CX is derived from Your Social (Breda) and aFrogleap (Amsterdam). At Your Social we do everything to make sure social media delivers an important contribution for the targets of our clients. At aFrogleap we are continuously working on innovation (think mobile & web experiences) and contribute to the digital transformation of organizations. Both agencies are highly ranked in the  Emerce Top 100. At Merkle we merge these two expertise’s into the best customer experience for our clients. Do you want a preview? Watch this video: https://www.youtube.com/watch?v=W3g6UXa8g6E


About Merkle

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specialises in the delivery of unique, personalised customer experiences across platforms and devices. The agency’s heritage in data, technology, analytics and creativity 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. As from 2019 the Merkle agencies in the Netherlands - Oxyma, aFrogleap, Oogst, Your Social and OFS - will be working together more and more closely presenting themselves as being part of Merkle. Globally, Merkle has more than 60 offices and more than 6500 employees. Merkle is part of Dentsu Aegis Network.