About the job
At MERGE, we are Built Different. We are a marketing and technology agency uniquely designed at the intersection of health and wellness, where human impact is paramount. By integrating storytelling with technology, we transcend traditional engagement models to deliver Whole Human Marketing. This innovative approach acknowledges the multidimensionality of humans and leverages AI to ensure that every brand interaction is natural, contextual, and relevant.
This dedication to human-centered innovation is what unites us and drives us forward. Our collective mission is clear: to connect people and brands to foster healthier and happier lives.
Elevate Your Career with Us
At MERGE, we are committed to cultivating an exceptional work environment where talented and driven individuals thrive. We promote a culture that encourages innovative thinking and emotional engagement, enabling our team to produce their finest work.
Your Role as VP, Client Experience Operations
As the VP of Client Experience Operations, you will spearhead the strategy for MERGE’s Client Experience infrastructure while ensuring successful execution. You will define the long-term vision, design, and operational performance of the systems that empower MERGE to scale effectively without compromising client impact or operational integrity, ensuring these systems are constructed, adopted, and continuously refined.
Reporting directly to the Chief Client Experience Officer, you will wield significant cross-functional influence, aligning teams and workflows around a cohesive, high-performing client lifecycle and translating strategic objectives into tangible operational practices.
Your Key Responsibilities
Enterprise Client Experience Strategy & Governance
- Outcome-Driven Systems: Lead the comprehensive evolution of the MERGE Client Experience Operating System, maintaining it as a competitive advantage that boosts client retention and enterprise value.
- Lifecycle Architecture: Implement global standards for the client lifecycle, ensuring uniformity across all business units while creating a framework that accommodates agility based on client tier and service intensity.
- Operational Excellence: Facilitate organizational change by promoting enterprise-wide adoption of essential Client Experience practices, governance standards, and operational rhythms.
Strategic Health & Predictive Analytics
- Portfolio Health Ownership: Oversee governance of the MERGE Client Experience portfolio to enhance overall health and performance.
