Operations Manager

Business Operations

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Copenhagen

About the job

Operations Manager

About the Role

Merkle CXM Denmark is hiring an Operations Manager to take dedicated responsibility for staffing and resource planning across all crafts within Merkle DK, with a primary focus on our offshore and nearshore delivery teams. Reporting to the Operations Team Lead, this role manages the day-to-day allocation and availability of teams across the organization, working closely with craft and delivery leads to keep resourcing accurate, timely, and aligned with business needs.

Key Responsibilities

• Manage end-to-end staffing and resource planning across Merkle DK crafts, with primary focus on FTE allocation and bench management for the offshore and nearshore delivery teams.
• Coordinate daily and weekly with craft and delivery leads across Merkle DK to resolve staffing gaps and unfilled roles.
• Coordinate candidate sourcing, interview scheduling, and onboarding communications across Merkle DK, with priority on offshore and nearshore hires.
• Maintain availability and bench tracking spreadsheets across Merkle DK.
• Provide staffing input on Go/No-Go decisions for project hires and contractor use across crafts.
• Review hiring plans and track staffing needs against demand across Merkle DK.
• Negotiate with contractors and track associated costs, primarily for offshore and nearshore.
• Track and report on staffing levels, utilization, and bench across Merkle DK, feeding into wider Operations reporting.
• Provide monthly overviews of staffing, cost, and resourcing status across crafts.
• Flag resourcing risks early across Merkle DK and propose solutions to keep client accounts appropriately staffed.
• Support the Commercial Operations Manager and Operations Coordinator on staffing work across crafts.

What We're Looking For

• Experience in resource planning, workforce management, or operations within a professional services, agency, or delivery organization.
• Experience supporting staffing across multiple departments or crafts is an advantage.
• Experience with resourcing/booking systems such as WorkBook or WorkFront is an advantage, but not a requirement.
• Strong Excel/spreadsheet skills; comfortable working with resourcing or workforce management tools.
• Comfortable producing and presenting staffing data and reports.
• Clear, proactive communicator, comfortable coordinating with stakeholders.
• Organized and detail-oriented, with the ability to manage a high volume of moving parts.

What We Offer

• A role with clear, dedicated responsibility for a key part of Operations.
• Close collaboration with the Operations Team Lead and exposure to management reporting.
• A collaborative team environment at Merkle CXM Denmark.
• The full breadth to grow your clients: data, CX, commerce, technology and media in one integrated company, with capabilities recognised as leading by industry analysts
• A global network with local roots: one of Denmark's leading digital agencies, with offices in Copenhagen and Aarhus, and part of Merkle's 16,000+ people in 30+ countries and the wider dentsu network
• Room to grow: continuous learning and development, and opportunities across the global Merkle and dentsu network
• An inclusive, collaborative culture where ideas are valued and everyone is welcome
• Competitive salary and benefits. Your recruiter will share the full package

About Merkle

Merkle, a dentsu company, powers the experience economy. For over 35 years, Merkle has placed people at the heart of its digital business transformation approach. As the only integrated experience consultancy with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty.

Recognized as a "Leader" by top industry analysts in categories such as digital transformation, commerce, experience design, engineering, technology integration, digital marketing, data science, CRM, loyalty, and customer data management, Merkle operates in 30+ countries with over 16,000 employees. Learn more at www.merkle.com.

Diversity and Inclusion

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

Additional Information

Please send your CV or LinkedIn profile along with a short note about your motivation if you are interested. Please only upload in PDF format.

We look forward to receiving your CV and motivational note (in PDF format)!

Contact

For any questions, please contact the TA in charge of this role: Benjamin Våg, Talent Acquisition Partner at [email protected]

#LI-MERKLE #LI-Onsite #LI-BV1

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 [email protected] so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu 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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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 [email protected] so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu 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.