dentsu is a global leader in integrated growth and transformation, driving sustainable solutions and innovation for some of the world's most influential brands. Founded in 1901, dentsu operates in approximately 120 countries with a team of approximately 68,000 employees, and boasts a network of world-class brands, including Carat, Dentsu Creative, dentsu X, iProspect, Merkle, and more. These brands, each with deep expertise in media, creativity, and digital, collaborate to deliver integrated growth solutions that create lasting, meaningful impact.

Merkle, a dentsu company, is a leading customer experience management (CXM) firm with over 35 years of expertise in data, technology, and design. Operating in over 30 countries across the Americas, EMEA, and APAC, Merkle specializes in delivering personalized, data-driven marketing strategies that drive growth, engagement, and loyalty for its clients. With a team of more than 16,000 employees, Merkle combines strategic insight with advanced technology to transform customer experiences across platforms and devices.

As we look toward the future, dentsu is focused on Innovating to impact—fostering collaboration, creativity, and cutting-edge technology to drive real, transformative change.

Position Overview

We are seeking an experienced Program Manager to oversee the delivery of comprehensive marketing services for our automotive client. This role combines operational excellence with business performance management, requiring deep understanding of all service lines and their KPIs. The position involves managing multiple workstreams across internal teams and external agencies, ensuring seamless integration of various marketing technology platforms and services, and leading monthly business reviews with client stakeholders.

This position reports to the MarTech Strategy Lead and is responsible for both operational excellence and performance optimization of all marketing service deliverables. We are seeking an experienced Program Manager to oversee the delivery of comprehensive marketing services for our automotive client. The role involves managing multiple workstreams across internal teams and external agencies, ensuring seamless integration of various marketing technology platforms and services. This position reports to the MarTech Strategy Lead and is responsible for the operational excellence of all marketing service deliverables.

Key Responsibilities

Business Operations & Performance Management

• Own and conduct monthly business review meetings with client stakeholders
• Maintain comprehensive understanding of all BAU activities across service lines
• Monitor and analyze key performance indicators (KPIs) across all services
• Develop and implement action plans to improve brand KPIs
• Proactively identify potential issues and develop mitigation strategies
• Present performance insights and recommendations to client stakeholders
• Lead problem-solving discussions during business reviews

Program Management

• Manage and coordinate activities across 10 internal team members and 5 external agencies
• Create and maintain project plans, timelines, and resource allocations using Jira
• Establish and monitor program KPIs and success metrics
• Identify and mitigate program risks and dependencies
• Conduct regular status meetings and provide updates to stakeholders
• Manage project budgets and resource utilization

Platform & Service Management

• Oversee the delivery of services across multiple platforms:
• Salesforce CRM (SFDC) for dealer performance management
• Salesforce Marketing Cloud (SFMC) for campaign execution
• Customer Data Platform (CDP) operations and data management
• Website maintenance and optimization
• Analytics and reporting systems
• Ensure timely delivery of all platform updates and maintenance tasks
• Coordinate with technical teams for system integrations and updates

Team & Vendor Management

• Lead and coordinate a cross-functional team of 10 members
• Manage relationships with 5 external agencies
• Facilitate communication between internal teams, agencies, and client stakeholders
• Monitor vendor performance and ensure SLA compliance
• Conduct regular performance reviews and provide feedback
• Identify and resolve team conflicts and bottlenecks

Data & Reporting Management

• Oversee the collection and consolidation of data from multiple sources:
• Dealer portal
• Vendor systems
• Call centers
• Digital platforms
• Marketing campaigns
• Ensure timely delivery of reports to client stakeholders
• Monitor reporting accuracy and quality
• Coordinate with data teams for model building and analytics

Process & Quality Management

• Implement and maintain program management methodologies
• Develop and document standard operating procedures
• Ensure quality standards are met across all deliverables
• Drive continuous process improvement initiatives
• Maintain program documentation and knowledge base
• Monitor and report on team productivity and efficiency

Required Qualifications

• Deep understanding of marketing KPIs and performance metrics
• Strong business acumen and analytical capabilities
• Experience presenting to senior stakeholders and leading business reviews
• Ability to translate data into actionable business recommendations
• 7+ years of program management experience
• 3+ years of experience managing marketing technology projects
• Strong experience with Jira and other project management tools
• PMP certification or equivalent
• Experience managing multiple external vendors/agencies
• Proven track record of managing complex, multi-stakeholder programs
• Experience with marketing technology platforms (SFDC, SFMC)
• Strong understanding of data management and reporting processes
• Experience with agile methodologies

Preferred Qualifications

• Experience in automotive industry
• Scrum Master certification
• Experience with CDP implementations
• Knowledge of digital marketing and analytics
• Experience with website maintenance and SEO
• Background in managing offshore/onshore delivery models

Key Competencies

• Strategic thinking and business analysis
• Performance optimization and KPI management
• Executive presentation and communication
• Business review management
• Project and program management
• Stakeholder management
• Team leadership
• Vendor management
• Problem-solving and decision-making
• Risk management
• Communication and presentation skills
• Budget management
• Process optimization
• Quality management
• Time management
• Conflict resolution

Success Metrics

• Program delivery within timelines and budget
• Team productivity and efficiency
• Vendor performance and SLA compliance
• Client satisfaction scores
• Quality of deliverables
• Process improvement implementation
• Resource utilization
• Reporting accuracy and timeliness

The ideal candidate will be highly organized, detail-oriented, and capable of managing multiple priorities while maintaining strong relationships with stakeholders at all levels. They should be comfortable working in a fast-paced environment and have excellent problem-solving skills.