Lead CRM & Loyalty Consultant

About the role

Merkle is looking for a Lead CRM & Loyalty Consultant in Belgrade. As a trusted advisor, you provide consulting and delivery excellence in the CRM domain, helping clients build value in their digital transformation while supporting junior colleagues in their client work and career development. The role is full time and permanent.

Key responsibilities

• Drive CRM strategy, advise on best practices and oversee tailored CRM implementations that optimise customer interactions and streamline business processes.
• Lead CRM implementation projects and act as the main client contact, managing expectations and ensuring satisfaction.
• Manage a team of consultants on digital CRM projects and coordinate CRM teams and other team members.
• Develop digital transformation strategies, concepts and specifications for platform solutions, and define and enhance industry-specific business processes.
• Own content in your area of expertise for (part-)projects and offers, and contribute to winning and growing clients.
• Advise and guide clients on their digital roadmaps, and act as a mentor for junior colleagues on project work and career development.
• Create and manage the business backlog, prioritising through value generation, and support client pitches and business development.
• Gather business requirements and turn them into workable digital specifications, documenting functional and non-functional requirements through workshops, interviews and brainstorming.
• Define requirements for solutions on platforms such as Adobe, Salesforce and Sitecore, and build the bridge between internal and client stakeholders.
• Work closely with development, UX/Design and content teams, and stay up to date on digital trends.

Required profile

• Recognised expertise in at least one relevant vertical, technology or topic.
• Ability to act as a subject matter expert and support client pitches.

Required skills

• Requirements engineering and functional specifications for Adobe, Salesforce and Sitecore solutions.
• CRM implementation and digital transformation consulting.