Delivery Operations Associate Manager

Delivery Operations Associate Manager

Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services. In a Marketing Operations job profile, responsibilities include managing and optimizing marketing processes and systems. This involves tasks such as campaign execution, data analysis, and budget management. The goal is to improve marketing efficiency and effectiveness. The role requires strong analytical skills, attention to detail, and knowledge of marketing technologies. It is essential for ensuring that marketing strategies are implemented smoothly and deliver measurable results.

CRM Expertise: Proven experience in CRM management, with a deep understanding of CRM platforms and tools like Marketo, SFMC, Braze etc. Leadership: Strong leadership and team management skills, with a track record of successfully leading and developing high-performing teams. SLA Management: Experience in managing SLAs and ensuring compliance with service standards. Quality Assurance: Ability to implement and enforce quality assurance practices across CRM operations. Data Management: Expertise in data management and segmentation strategies to drive effective CRM campaigns. Process Improvement: Demonstrated ability to drive continuous improvement and optimize CRM processes. Communication: Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders. Technical Skills: Familiarity with CRM technologies and platforms, including Marketo, Salesforce, HubSpot, or similar. Analytical Skills: Advanced data analysis skills to interpret CRM performance metrics and make data-driven recommendations. Digital Marketing: Understanding of digital marketing strategies and their integration with CRM efforts. Project Management: Experience in project management and the ability to manage multiple projects simultaneously.

Team Leadership: Lead, mentor, and manage multiple CRM teams, ensuring alignment with organizational goals and CRM strategies. Provide guidance and support to team members, facilitating professional development and addressing performance issues. Campaign skills: Hands on experience on Figma, HTML5, CSS3, Javascript to lead different CRM team Hands on knowledge on Braze CRM platform and good to have Adobe platform skills Knowledge on email simulator Litmus, Email on Acid etc would be desired Knowledge on Adobe platforms to support Developers and QC Campaign Oversight: Oversee the planning, execution, and optimization of CRM campaigns across various channels, including email, SMS, push notifications etc Ensure campaigns are executed in line with defined SLAs, including timelines, quality standards, and performance metrics. SLA Management: Monitor and ensure compliance with SLAs for campaign execution, issue resolution, and overall CRM operations. Develop and implement processes to track and report on SLA adherence, identifying and addressing any deviations promptly. Quality Assurance: Implement and enforce quality assurance practices across all CRM teams to ensure accuracy and effectiveness of campaign setups and data management. Conduct regular reviews and audits of campaign processes and outputs to maintain high standards of quality. Data Management: Oversee data hygiene and management practices, ensuring the integrity and accuracy of CRM data. Implement best practices for data segmentation, targeting, and personalization to optimize campaign effectiveness. Process Improvement: Drive continuous improvement initiatives to enhance CRM processes, tools, and strategies. Stay updated with the latest CRM technologies and industry trends to recommend and implement best practices. Collaboration and Communication: Collaborate with marketing, sales, and IT teams to align CRM strategies with broader business objectives and ensure seamless integration of CRM efforts. Maintain effective communication with stakeholders, providing regular updates on CRM performance, challenges, and opportunities. Performance Reporting: Develop and maintain comprehensive reports on CRM campaign performance, SLA adherence, and team productivity. Analyze performance data to identify trends, insights, and areas for improvement. Compliance and Best Practices: Ensure that all CRM activities adhere to legal and regulatory requirements, including data privacy and anti-spam laws.

About Accenture: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Employment Opportunity Statement: We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.