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 mentoring junior colleagues. 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.
• Gather business requirements and turn them into workable digital specifications, documenting functional and non-functional requirements through workshops, interviews and brainstorming.
• Build the business bridge between internal and client stakeholders, and prepare and run client workshops.
• Contribute to winning and growing clients, support client pitches, and advise clients on business, communication and process aspects.
• Act as a mentor to junior colleagues on project work and career development.
• Create and manage the business backlog, prioritising by value, and develop detailed reports and insights from CRM data.
• Continuously evaluate and optimise CRM systems to meet evolving business needs.

Required profile

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

Required skills

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