Delivery Operations Associate Manager

Accenture in India; Mumbai; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Accenture in India is seeking a Delivery Lead Manager to drive Marketing Operations and CRM programs. You will balance marketing complexity with resources, optimize campaigns, and lead multiple CRM teams leveraging Eloqua, Salesforce, and other tools. Strong data-driven decision making and cross-functional coordination are essential.

The role emphasizes campaign planning, execution, and delivery of digital CRM projects at scale, with focus on quality, timelines and stakeholder communication.

Qualifications

• CRM expertise and leading CRM teams with SLA-driven delivery.
• Strong leadership and team management skills with a track record of building high-performing teams.
• Experience in managing SLAs and ensuring service standards are met.
• Ability to implement QA practices across CRM operations.
• Expertise in data management and segmentation for CRM campaigns.
• Proven ability to drive continuous improvement in CRM processes and tools.
• Excellent communication and collaboration across marketing, sales and IT.
• Strong analytical skills to interpret CRM metrics and drive recommendations.
• Knowledge of digital marketing and its integration with CRM efforts.
• Prior project management experience with multiple concurrent CRM initiatives.

Responsibilities

• Lead, mentor and manage multiple CRM teams aligned with CRM strategy and goals.
• Provide guidance and support, fostering professional development and addressing performance issues.
• Oversee planning, execution, and optimization of CRM campaigns across channels (email, SMS, push).
• Ensure campaigns meet defined SLAs, timelines, quality standards, and performance metrics.
• Monitor SLA compliance and implement processes to track and report adherence.
• Institute QA practices across all CRM teams to ensure accuracy of campaigns and data.
• Drive continuous improvement of CRM processes, tools, and strategies.
• Collaborate with marketing, sales and IT to align CRM with business objectives.
• Develop reports on CRM campaign performance, SLA adherence, and team productivity.
• Ensure compliance with data privacy and anti-spam regulations.

Skills

CRM expertise

Leadership

SLA management

Quality assurance

Data management

Process improvement

Communication

Digital marketing

Project management

Education

Graduation

Tools

Eloqua

Braze

Adobe Platform

Litmus

Email on Acid

Salesforce

HubSpot

Job description

Skill required:

Marketing Operations - Digital Project Management

Designation:

Delivery Lead Manager

Qualifications:

Any Graduation

Years of Experience:

13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

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. Overseeing the planning, execution, and delivery of projects that primarily rely on digital tools and technologies. It encompasses managing tasks, resources, timelines, and communication channels to ensure successful project outcomes in the digital realm.

What are we looking for?

CRM Expertise: Proven experience in CRM management, with a deep understanding of CRM platforms and tools, in-depth knowledge of Eloqua and knowledge of SQL, Javascript. 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 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.

Roles and Responsibilities:

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 Eloqua CRM platform and good to have Braze, Adobe platform skills
• Knowledge on email simulator Litmus, Email on Acid etc would be desired
• Knowledge on Eloqua 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.

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.
• Promote and enforce best practices for CRM operations and customer engagement.