Operations Excellence Manager

Job Description:

We’re looking for a structured and curious Operations Specialist to join our growing CXM Operations team. In this role, you’ll support the day-to-day and forward-looking planning of our workforce, help improve how we work through better processes, and explore the use of generative AI to drive operational efficiency.
You’ll be an integral part of the operations team—working closely with the person leading planning and staffing, and contributing to the wider team’s performance by making things run smoother, smarter, and more predictably. This role is ideal for someone who enjoys being in the engine room of a high-performing organization, where structure, proactivity, and curiosity are key.
The position is based in Copenhagen and reports into the Head of CXM Operations.
Key Responsibilities
1. Planning & Staffing Support
• Assist in weekly and daily workforce planning to ensure smooth allocation of people to projects
• Maintain data accuracy in planning tools and follow up on assignments and availability
• Be a hands-on collaborator to the staffing lead, helping to keep operations running reliably
2. Process Optimization
• Map and document current operational processes across CXM
• Identify inefficiencies or friction points and suggest improvements
• Help create operational playbooks, onboarding guides, and SOPs that scale with the team
3. AI-Driven Efficiency & Enablement
• Explore how generative AI tools can optimize internal operations
• Support the enablement of AI usage across the team by testing and introducing relevant tools
• Work on initiatives that reduce manual workload through automation and intelligent workflows
What We’re Looking For
• Strong organizational skills and attention to detail
• A structured thinker who enjoys putting order into complexity
• Curiosity about how organizations run and how processes can be improved
• Interest in or experience with AI tools (e.g. ChatGPT, Copilot, AI-enhanced workflows)
• Proactive mindset and a willingness to learn new tools and ways of working
• Comfortable working with data in spreadsheets or planning platforms (e.g. Workfront, Workbook, Float)
• A positive, collaborative attitude — you like being part of a team where things move fast
• Danish is required in this role.
Why Work With Us?
At Merkle, operations is not just about administration — it’s about enabling performance, clarity, and smart decision-making. You’ll be at the center of helping our people do their best work every day.
Growth
Opportunity to grow your skills across planning, process design, and AI tools.
Culture
Collaborative, fun, and supportive team culture that values curiosity and initiative.
Impact
Your work will help unlock capacity and performance across our CXM business.

Company Description

Merkle, a dentsu company, powers the experience economy. For more than 35 years, we've put people at the heart of digital business transformation. As the world's only integrated experience consultancy with deep roots in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty.

Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms in digital transformation, commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

With more than 16,000 employees globally, Merkle operates across 30+ countries in the Americas, EMEA, and APAC regions. In Denmark, we have over 300 talented colleagues working from offices in Copenhagen and Aarhus.

For more information, visit www.merkle.com. 

Inclusion and Diversity:

At Merkle we believe in the power of diversity. We welcome all applications regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.

Contact:
We look forward to receiving your application for any questions, please contact the TA in charge of this role: Thomas Holley, Senior Talent Acquisition Partner, EMEA, NE by email at: [email protected]  EMEA, NE. #LI-MERKLE #LI-Onsite #LI-TH2

Location:

Brand:

Time Type:

Contract Type: