Account manager (CXM - MEDIA EXPERIENCE)
Merkle Italia
Merkle, a dentsu tech agency, is a leading data‑driven customer experience management (CXM) company that specializes in delivering unique, personalized customer experiences across platforms and devices, and is one of the two leading companies in the last Forrester Wave in the CXM area.
We are looking for an Account manager to join our Business Development team in Milan. The ideal candidate will have strong project‑management skills, excellent communication abilities, and a solid background in coordinating cross‑functional teams. This role will be responsible for managing and coordinating client‑related activities, ensuring projects are delivered on time and meet Dentsu’s quality standard.
Key Responsibilities
* Manage and develop frontline client engagement functions and serve as central point of contact to leading and major clients, assisting with analysis and advising on best practices for competitive benchmarking, client targeting and performance evaluation.
* Understand the client base and work to strengthen the relationship through supporting, training and strategic dialogue with key users and contacts.
* Collaborate with the media team in creating a comprehensive strategy for a data‑driven media adoption.
* Identify opportunities to increase the footprint of the product throughout all covered clients.
* Manage the business relationship for a portfolio of clients, providing business insight and support to ensure that customer engagements and renewals are managed effectively, optimizing the customer experience.
* Coordinate and oversee Customer Experience and Data Management projects from start to finish, ensuring timely delivery within budget.
* Collaborate with cross‑functional teams (strategy, creativity, technology, etc.) to develop and implement innovative solutions for clients.
* Monitor and analyse the performance of campaigns and projects, providing detailed reports to clients and suggesting improvements.
* Ensure a high level of client satisfaction, acting as the main point of contact and resolving any issues effectively and promptly.
* Conduct weekly/monthly/quarterly reviews with clients and provide the highest standard of quality and Best‑in‑Class service, and provide input to senior management at the earliest opportunity on any issues impacting client satisfaction.
* Contribute to the development of new business opportunities, participating in presentations and pitches for new clients.
Requirements
* Degree level, including Economic, Marketing, Accounting, Financial, Engineering or a related field.
* Solid experience preferred in a client‑server sales environment in the Telco, FS, Fashion & Luxury, GDO, Manufacturing sectors.
* 3–5 years of experience in similar roles in digital agencies or consulting firms. Experience in the performance digital media field is preferred.
* Excellent data analysis and data‑consultancy skills (e.g., attribution models, marketing‑mix models) are preferred.
* Excellent project‑management skills.
* Highly organised and efficient, with a proven ability to think strategically and execute plans.
* Strong client orientation and ability to build solid and lasting relationships.
* Analytical skills and ability to interpret data to improve project performance.
* Knowledge of Customer Experience Management technologies and platforms (e.g., Data Management Platform, Customer Data Platform, Marketing Automation, CRM, Product Information Management, Content Management System, Digital Analytics tools, etc.).
* Ability to work independently and manage multiple projects simultaneously.
What we offer
* A dynamic and stimulating work environment with opportunities for professional growth.
* Opportunities to work with high‑profile clients and on innovative projects.
* Continuous training and skill development.
Additional Information
We work with highly motivated people who support and enrich each other. We live the possibilities of the digital world through home office, meaning you can work anywhere with flexible (annual) working hours. We also value face‑to‑face exchanges—coffee or tea, biscuits or fruit are all welcomed on board and shared throughout our offices.
If you ever feel the need to take a break from the digital world, we love to get hands on together and use pens, paper, and whiteboards for brainstorming sessions. Need to clear your head? Hit the foosball table, PlayStation, massage bench or yoga mat. For networking and (brain) food, we offer regular exchange formats, like meetings, tech labs and more. Not enough? We are full believers in education and support training, whether it be internally or externally. We support you.
If you feel inspired by us, we’ll probably be inspired by you. Join us now and apply online to make sure we match each other’s expectations. We value diversity and are committed to creating an inclusive environment. We welcome all qualified candidates—regardless of your gender or background, please indicate your salary expectations and possible entry date. We look forward to hearing from you!
Job Fraud Warning
Beware of job scams. We are aware of several scams targeting job seekers and candidates. Please be vigilant. All communication throughout the recruitment process will be from an official member of the dentsu recruitment team, using corporate email addresses (e.g., @dentsu.com or @merkle.com). We will never ask you to send money or vouchers to secure employment. If you suspect you have been a victim of a scam, please report the incident to your bank, local police, or fraud protection authority immediately. Additionally, you can report the scam to us at jobfraud@dentsu.com so we can take appropriate action to request the website is taken down. Please note that dentsu and Merkle are not responsible for any losses incurred as a result of these scams. We advise all individuals to exercise caution and verify the authenticity of any job offers or communications received.
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Senior level: Mid‑Senior level; Employment type: Full‑time; Job function: Business Development and Consulting; Industries: Advertising Services and IT Services and IT Consulting.
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