People Services Manager

People Services Manager

We Dream. We Do. We Deliver.

At Merkle, a dentsu company, we power the experience economy. Whether we're building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it's all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we've spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.

We've been named a global "Leader" by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

The purpose of this role is to drive operational performance of the People Services team ensuring a high level of quality and compliance in processes and procedures to achieve an excellent performance standard. The role will lead on continuous improvement and responsible for delivering on the people services strategy. They will inspire the team, drive process improvement initiatives and ensure robust governance, process frameworks and methodologies are adopted.

Roles and responsibilities:

• Provides leadership and a sound knowledge of HR practices, policies and processes in order to deliver high quality and consistent People Services → overview of all processes across all markets, in line with changes on the markets/in PS, leading strategic transition, project and governance calls.
• Ensures standardised HR processes are effectively implemented and services are delivered in a consistent and common way in all applications, monitoring escalations and identifying and implementing opportunities for improvements → transition lead & owner (attending project calls, decision making, resource planning, project planning), responsible for all relevant process documentation (WDs, process maps, taxonomies, RACI.).
• Leads, coordinates, motivates, train and develop teams of People Services Advisors, Specialists and Team Leaders and facilitates a culture that recognises and maximises the value and contribution of its people → Resource planning and monitoring of effectiveness of the teams, regular governance towards PS, outlining and communicating strategic points, change & crisis management, engagement and motivation lead. Regular 121s with TLs, department meetings, skip level meetings.
• Provides outward looking insights into service-related activities including challenges, learnings, changes to ways of working and success stories → suggesting and implementing improvements and changes as relevant, best practice sharing.
• Engages and consults with market and global HR leaders to discuss service and business requirements as well as any changes to organisation design and support across People Services, ensuring these are reflected in the required HR systems and processes → implementing market and global priorities, reflecting on feedback and finding ways to effective cooperation.
• Embeds agreed process methodology and ensures processes are reviewed and aligned on a regular basis; champion innovative ways to improve processes, promoting use of automation and other digital methods → proactively searches for improvement opportunities, owner of process change implementation.
• Monitors team and service progress against Service Level Agreements and delivers against agreed scope, performance and timelines; uses real-time data to identify key issues and predict future challenges and trends.
• Maintains knowledge of local customs and employment laws, applying this to improve delivery of services and ensures processes remain compliant with local regulatory/statutory requirements including data protection legislation at all times → responsible for data privacy and data breach process for relevant teams.
• Drives a culture of sharing ideas and radical collaboration with the team and with wider specialist teams (e.g. payroll, COE's, finance, legal, tech etc) to deliver KPIs and high-quality services that are compliant with global standards and meet business expectations → best practice sharing, networking with specialist teams, promoting PS team within the business, presenting our success stories; regular cooperation with PS Effectiveness Lead on process and system improvements, best practice implementation and overall change management/implementation.
• Fosters an environment in the team where we operate with the ability to exercise effective judgement, sensitivity and creativity to service our people as needs and situations change → demonstrates flexibility, change management, assertiveness, diplomacy skills.

Requirements:

• Strong business acumen and hands-on stakeholder management.
• Strong hands-on understanding of team culture and team building.
• Deep understanding of people management, mentoring, coaching, and delegating.
• Ability to make the difficult decisions confidently and with empathy.
• Experience of Service Delivery Frameworks.
• Experience of Legal, Finance, and Regulatory controls and frameworks.
• Proactive mitigation of risks before deploying changes to operations.
• Ability to breakdown requirements and propose simplified solutions.
• Fluent in English written and spoken, other languages are a plus.
• High school education required, bachelor's degree desirable (ideally: administration, business, HR or languages). At least 5 years of professional experience with a minimum of 2 years as a manager of a team.

Why choose Merkle?

Innovation at Our Core: As part of dentsu's global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we've been innovating to meet the changing needs of our clients.

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions.

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You'll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

Benefits include:

• 5 weeks of vacation + 3 wellness days
• 2 Volunteering days to share the kindness of your heart with others
• Flexible working hours and home office after agreement with manager
• Full access to Dentsu Academy, Percipio, on-site learning sessions
• Dog-friendly office
• Edenred meal vouchers and cafeteria points (life/pension insurance)
• Team events: company parties, breakfasts, etc.
• Snacks and drinks at the office
• Internal Referral bonus program
• Laptop + equipment
• Corporate mobile subscription
• Flexible hybrid home office working conditions.

What is in it for you?

Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale.

Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options.

Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member's unique perspective is valued, and everyone is welcome.

Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.

Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.

Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.

Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach.

Location: Brno

Brand: Dentsu

Time Type: Full time

Contract Type: Permanent