Job Description

Skill required:

Marketing Operations - Braze Customer Engagement Platform

Designation:

Marketing Platform Auto Assoc Manager

Qualifications:

Any Graduation

Years of Experience:

10 to 14 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 699,000 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?

o Develop and maintain comprehensive reports on CRM campaign performance, SLA adherence, and team productivity. o Analyze performance data to identify trends, insights, and areas for improvement o Ensure that all CRM activities adhere to legal and regulatory requirements, including data privacy and anti-spam laws. o Promote and enforce best practices for CRM operations and customer engagement o CRM Expertise: Proven experience in CRM management, with a deep understanding of CRM platforms and tools. o Leadership: Strong leadership and team management skills, with a track record of successfully leading and developing high-performing teams. o SLA Management: Experience in managing SLAs and ensuring compliance with service standards. o Quality Assurance: Ability to implement and enforce quality assurance practices across CRM operations. o o Conduct regular reviews and audits of campaign processes and outputs to maintain high standards of qualityo Oversee data hygiene and management practices, ensuring the integrity and accuracy of CRM data. o Implement best practices for data segmentation, targeting, and personalization to optimize campaign effectiveness o Drive continuous improvement initiatives to enhance CRM processes, tools, and strategies. o Stay updated with the latest CRM technologies and industry trends to recommend and implement best practices o Collaborate with marketing, sales, and IT teams to align CRM strategies with broader business objectives and ensure seamless integration of CRM efforts. o Maintain effective communication with stakeholders, providing regular updates on CRM performance, challenges, and opportunities. o o Ensure campaigns are executed in line with defined SLAs, including timelines, quality standards, and performance metrics. o Monitor and ensure compliance with SLAs for campaign execution, issue resolution, and overall CRM operations. o Develop and implement processes to track and report on SLA adherence, identifying and addressing any deviations promptly. o Implement and enforce quality assurance practices across all CRM teams to ensure accuracy and effectiveness of campaign setups and data management. o

What are we looking for?

? The CRM Team Lead is responsible for overseeing and managing multiple CRM teams, ensuring that all CRM activities meet high standards of quality and efficiency. ? You will be accountable for the successful execution of CRM campaigns, ensuring adherence to Service Level Agreements (SLAs), and driving continuous improvement across various CRM teams. ? As a key leader, you will collaborate with senior management, cross-functional teams, and external stakeholders to enhance CRM strategies, streamline processes, and deliver exceptional customer experiences. o Lead, mentor, and manage multiple CRM teams, ensuring alignment with organizational goals and CRM strategies. o Provide guidance and support to team members, facilitating professional development and addressing performance issues o Hands on experience on Figma, HTML5, CSS3, Javascript to lead different CRM team o Hands on knowledge on Braze CRM platform and good to have Adobe platform skills o Knowledge on email simulator Litmus, Email on Acid etc would be desired o Knowledge on Adobe platforms to support Developers and QC o Oversee the planning, execution, and optimization of CRM campaigns across various channels, including email, SMS, push notifications etc o o Data Management: Expertise in data management and segmentation strategies to drive effective CRM campaigns. o Process Improvement: Demonstrated ability to drive continuous improvement and optimize CRM processes. o Communication: Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders o Technical Skills: Familiarity with CRM technologies and platforms, including Salesforce, HubSpot, or similar. o Analytical Skills: Advanced data analysis skills to interpret CRM performance metrics and make data-driven recommendations. o Digital Marketing: Understanding of digital marketing strategies and their integration with CRM efforts. o Project Management: Experience in project management and the ability to manage multiple projects simultaneously.

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of moderately complex problems o Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures o The person requires understanding of the strategic direction set by senior management as it relates to team goals o Primary upward interaction is with direct supervisor or team leads o Generally interacts with peers and/or management levels at a client and/or within Accenture o The person should require minimal guidance when determining methods and procedures on new assignments o Decisions often impact the team in which they reside and occasionally impact other teams o Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture o Please note that this role may require you to work in rotational shifts




Any Graduation