Customer Experience Architecture Lead

24 uur geleden

Rotterdam, Zuid-Holland, Nederland dentsu Voltijd
Job Description

Role Summary: We are seeking a seasoned professional to lead our Customer Experience Architecture team. As the ideal candidate, you will combine strong leadership abilities with deep expertise in customer experience architecture, ensuring the delivery of comprehensive and effective CX solutions.

The purpose of this role is to define, design, implement, and operate the right CXM solutions for our clients within Merkle NL. You will work closely with our crafts teams, strategy team, and business teams to ensure solutions are implemented for each client. As the leader of the CX Architecture team, you will be the main driver and owner of defining our solution approach, architecture design standards, and implementation methodologies.

We are looking for someone with deep knowledge of our solutions and services, as well as relevant experience in various fields, including customer experience related technology, marketing technology, CRM, content management, commerce solutions, customer data platforms, and activation technology. You will have strategic technology skills, action planning and prioritization skills, strong stakeholder management, and building sustainable relationships. Fluency in both Dutch and English is required. You will lead and coach a team of professionals, promoting innovative, well-thought, and future-proof solutions that deliver sustainable value to our clients.

Key Responsibilities:

  • Lead, mentor, and develop a team of solution consultants, business/information analysts, and customer process managers.
  • Foster a collaborative and innovative team culture.
  • Ensure effective resource allocation and workload distribution across teams.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Develop and implement a strategic vision for the customer experience architecture within the organization.
  • Align departmental goals with overall business objectives.
  • Drive the adoption of cutting-edge CX strategies and best practices.
  • Provide expert guidance on customer experience architecture, platform selection, implementation, and process management.
  • Stay abreast of industry developments and emerging trends in CX tooling.
  • Ensure the delivery of high-quality, effective CX solutions.
  • Serve as the primary advisor for the organization on CX-architecture related matters.
  • Provide recommendations on platform selection and implementation strategies.
  • Collaborate with internal teams to address CX challenges and opportunities.
  • Oversee the implementation and execution of CX platforms and tools.
  • Ensure projects are completed on time, within scope, and within budget.
  • Implement and maintain robust process management methodologies.
  • Develop and implement processes and systems to improve efficiency and effectiveness.
  • Ensure compliance with relevant regulations and industry standards.
  • Monitor and report on key performance metrics.

Qualifications

Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field. A Master's degree or relevant certifications are a plus.

Experience:

  • Minimum of 5 years of experience in customer experience architecture, platform implementation, or a related field.
  • Demonstrated ability to lead and develop teams.

Skills:

  • Strong leadership and team management skills.
  • Deep understanding of CX architecture, platform selection, and implementation.
  • Excellent communication and presentation skills.
  • Proficiency in project management methodologies.
  • Strong problem-solving and decision-making abilities.

Additional Information

We offer a challenging position at a successful company in a growing market, an international work environment, a hybrid work model, and a good salary and excellent fringe benefits.

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