Lead CRM & Loyalty Consultant

As a Lead CRM Consultant, you are responsible for providing consulting services and delivery excellence in the CRM Domain. You act as a trusted advisor for our clients, and you help them co-build impact and value within their digital transformation. You also support junior colleagues in their client work and career development.

Job Description:

Responsible for driving CRM strategy, advising on best practices and overseeing the implementation of tailored CRM solutions that optimize customer interactions, streamline business processes, and support the domain’s strategic objectives. 

 

Leads the CRM implementation projects and acts as the primary point of contact for clients, managing expectations, and ensuring satisfaction and oversees and coordinates the CRM teams and other team members to ensure seamless delivery. Works in strategies to improve customer relationships. 

 

Develops detailed reports and providing insights based on CRM data to inform business decisions. Continuously evaluating and optimizing CRM systems to ensure they meet evolving business needs. 

 

You will have to: 

• Manage a team of consultants working on digital projects in the CRM Domain 

• Development of digital transformation strategies, concepts, and specifications for innovative platform solutions. 

• Bearing responsibility for content in a field of expertise for (part-) projects and offers, contributing significantly to winning new clients or developing existing ones. 

• Advising and guiding clients to identify opportunities for their digital roadmap through value generation. 

• Acting as an advisor or mentor for more junior colleagues on their project work and career development. 

• Having recognized expertise in at least one relevant vertical/tech/topic. 

• Creating and managing business backlog and helping drive prioritization through value generation. 

• Acting as a subject matter expert and supporting client pitches and business development activities. 

• Requirements engineering and functional specifications for solutions based on platforms such as Adobe, Salesforce, Sitecore. 

• Documenting and managing functional/non-functional requirements through brainstorming sessions, interviews, workshops. 

• Gathering business requirements and translating them into workable digital solution specifications. 

• Defining and enhancing industry-specific business processes. 

• Supporting and consulting customers in different phases of their digital projects, ensuring the best possible customer experience. 

• Advising clients on business, communication, or process aspects within their vertical. 

• Building the business bridge between internal stakeholders and client stakeholders. 

• Collaborating closely with development, UX/Design, and content teams. 

• Preparing and facilitating client workshops for idea creation and requirements engineering. 

• Staying updated on digital trends and understanding their impact on clients’ businesses. 

Location:

Belgrade

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent