Delivery Operations Specialist

Accenture; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture is seeking a Delivery Operations Specialist to lead CX operations for the DRBU area, covering CRM, social media, web operations, and CX analytics. You will ensure flawless delivery of CX programs, drive efficiency, and apply global standards regionally, with emphasis on data-driven decision-making.

The role requires 6–11 years of experience in CX operations, CRM, digital marketing or analytics, plus strong leadership and change-management skills.

Qualifications

• Bachelor’s degree in Marketing, Business, or related field is mandatory.
• Experience leading cross-functional marketing or digital operations teams.
• Strong ability to map consumer journeys and analyze data.

Responsibilities

• Lead end-to-end CX operations across CRM, Social Media, Web Ops, and CX Analytics.
• Manage capacity, performance, and budget for the CX team.
• Ensure delivery aligned with global standards and local priorities.
• Drive automation and data visualization to improve customer journeys.

Skills

CX Operations

CRM

Digital Marketing

Analytics

Leadership

Project Management

Education

Any Graduation

Tools

Excel

Power BI

Tableau

Job description

Skill required:

Marketing Operations - Operations Management

Designation:

Delivery Operations Specialist

Qualifications:

Any Graduation

Years of Experience:

7-11 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?

What are the key objectives and expectations from this role? The Area GBS CX Manager (G35) is responsible for leading all Consumer Experience operations within the assigned DRBU, covering CRM, Social Media, Web Operations, and CX Analytics. This role ensures flawless delivery of CX programs, operational efficiency, and consistent application of global standards across the DRBU. Working closely with the Global CX Leadership, the Area CX Manager ensures that strategic priorities are translated into actionable local plans that drive measurable business impact. The incumbent leads the area CX team — managing capacity, performance, and quality across functions — to deliver connected consumer journeys and insights that enable marketing excellence and data-driven decision-making.

What are we looking for?

Microsoft ExcelSSENTIAL Experience Required 6–7 years of experience in CX Operations, CRM, Digital Marketing, or Analytics, ideally within FMCG or similar large-scale organizations. Proven leadership of cross-functional marketing or digital operations teams. Solid understanding of consumer journey mapping, campaign management, data analytics and digital ecosystems. Experience managing multi-market or regional delivery teams, balancing standardization with local adaptation. Strong project and people management skills, with a track record of delivering results through teams. Demonstrated ability to manage capacity, prioritize workload and navigate complex stakeholder environments. Analytical mindset with proficiency in data visualization, KPI management, and performance tracking tools (Power BI, Tableau, etc.). Behavioral Competencies Results-driven and operationally minded, with strong execution discipline. Excellent communicator — able to influence and engage stakeholders at multiple levels. Collaborative team player with strong problem-solving skills. Comfortable with ambiguity, proactive in finding solutions. Innovation Drive operational innovation through automation, data visualization, and workflow optimization. Identify opportunities to improve the consumer journey, campaign effectiveness, and data utilization. Encourage experimentation and sharing of best practices within the regional CX community. Support pilots of new CX tools, platforms, or methodologies in partnership with Global CX and IDT teams. Continuously review market performance to identify opportunities for efficiency and impact improvements. Education / Qualifications / Certifications Required Bachelor’s degree in Marketing, Business, or related field (mandatory). Postgraduate qualifications or certifications in Digital Marketing, CRM, or Data Analytics (preferred). Project management certifications (e.g., Agile, Scrum, PMP) are an asset.

Roles and Responsibilities:

Operational Lead end-to-end delivery of CX operations across CRM, Social Media, Web Ops, and CX Analytics for the DRBU/area. Manage day-to-day performance of CX operations, ensuring KPIs, SLAs, and quality standards are met consistently. Oversee resource and capacity planning for the DRBU CX team, ensuring optimal workload distribution and timely delivery. Ensure CX initiatives and tools are implemented in line with global frameworks and regional priorities. Coordinate the execution of CX campaigns, reporting cycles, dashboards, and performance reviews across channels. Maintain accountability for data integrity, reporting accuracy, and CX analytics output. Act as the primary escalation point for operational issues, resolving challenges promptly and efficiently. Support Area adoption of global enablers and technology platforms (CRM systems, analytics tools, social listening platforms, etc.). Drive simplification, automation, and process optimization to improve operational efficiency. Shape Leadership Lead, coach, and develop the DRBU CX team to deliver operational excellence across all CX functions. Foster a high-performing culture focused on collaboration, agility, and continuous improvement. Build CX capability within the team, ensuring readiness to adopt new tools, methodologies, and best practices. Act as a role model for data-driven, consumer-centric thinking across regional marketing and trade teams. Support team members’ growth through mentoring, goal setting, and clear accountability frameworks. Shape Management Manage CX operational budgets, where relevant ensuring optimal allocation of resources and cost efficiency. Ensure all CX activities are delivered within defined timelines, budgets, and scope. Conduct regular performance reviews with direct reports, tracking KPIs and development progress Any Graduation

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