Head of Delivery Management

Vor 5 Tagen

St Gallen, Schweiz Merkle DACH Vollzeit

Company Description
**We Dream. We Do. We Deliver.**

**As a** **full-service,** **data-driven customer experience transformation agency**, we partner with Top 500 companies in the DACH region and in Eastern Europe. Originally from Switzerland, Merkle DACH was created out of a merger Namics and Isobar - two leading full-service digital agencies.

Our **1400+ digital enthusiasts** are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 146 countries.

The **Delivery Management Unit (DM)** is a critical function within Merkle CXM DACH, responsible for driving successful project delivery across the entire organization. With **a team of 80+ experienced professionals** across eight countries, DM plays a key role in shaping the delivery models, methodology, governance, and actual delivery of projects company wide. The DM's overarching function within Merkle CXM DACH ensures that projects are delivered on time, within budget, and to the highest quality standards. By providing expert guidance and support to project teams, the DM helps ensure that Merkle CXM DACH continues to deliver exceptional results for its clients and stakeholders.

You will report directly to the CDO and be a member of the extended Merkle CXM DACH leadership team.

**Job Description**:

- Develop and implement the DM strategy and service offering in alignment with the company strategy.
- Drive BU growth through successful project delivery, client satisfaction, and expansion of service offerings.
- Continuously evaluate the DM service offering to identify new areas of growth and opportunity.
- Ensure the DM and CXM DACH P&L targets are met.
- Maintain a client-centric approach, proactively identifying and resolving issues before they escalate.
- Manage escalations effectively, working collaboratively with other teams and stakeholders to find timely and effective solutions.
- Manage a team of directors and project / program managers, providing leadership, coaching, and mentoring to support their development and growth.
- Foster a culture of continuous improvement, excellence and cross-unit collaboration.
- Partner with sales and client leadership teams to identify and pursue new business opportunities.
- Monitor and report on DM P&L, providing regular updates to BU extended leadership and executive teams.
- Foster a culture of diversity and inclusion, ensuring that the DM is an environment where all staff feel valued and supported.

**Qualifications**:

- Significant proven experience in project delivery, especially within digital agency/consultancy and CXM.
- Substantial track record as a successful people leader, with experience of managing and leading a geographically and culturally diverse teams of more than 80+ people.
- Deep understanding of delivery management such as delivery models, methodologies, frameworks, etc.
- Exceptional communication and stakeholder management skills.
- Proven excellence in client leadership.
- Strong client-centric mindset and commercial thinking.
- Strong analytical and problem-solving skills.
- Effective and proven communication in English (mandatory) and German or French is a plus.
- A self-starter with the ability to work on their own initiative.

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.

Personnel consultancies - we only work with selected partners.

**Your contact**

Dominik Echtner
Teamlead Talent Acquisition DE & CH
Telefon: +49 69 365 059 285
- It is important that you suit us and we suit you Regardless of your gender (M/F/d) and whether you like cake or not:

- )

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