Delivery Operations Associate Manager
- Accenture
- 10 - 14 years
- Mumbai
- 13 days ago
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Job Description
Skill required: Marketing Operations - Operations Management Designation: Delivery Operations Associate Manager Qualifications:Any Graduation Years of Experience:10 to 14 years What would you do 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 data-driven decision-making. Education / Qualifications / Certifications Required Bachelors 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. What are we looking for Experience Required 67 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. Passionate about digital transformation and consumer-centric marketing. 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. Manage cross-functional collaboration between CX functions to ensure consistency and synergy in delivery. Work closely with IDT to troubleshoot system or process challenges and ensure smooth operational workflows. Shape Relationship Serve as the primary CX liaison for the DRBU, connecting local market teams with global and regional CX leadership. Partner with marketing, commercial, and digital stakeholders to ensure CX initiatives directly support business objectives. Maintain close collaboration with GBS hubs to ensure efficient delivery and service excellence. Represent the DRBU CX function in regional and global forums, sharing insights, challenges, and best practices. Manage relationships with external agencies and data partners to ensure high-quality execution and innovation in CX operations. Shape Innovation Drive operational innovation through automation, data visualization, and workflow optimization. Identify Roles and Responsibilities:
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: AccentureLocation(s): Mumbai+ View Contact
Keyskills: Operations Web Operations Power Bi Digital Marketing Tableau Marketing Pmp Project Management Workflow Optimization Agile Data Visualization Campaign Management Scrum Data Analytics Social Listening Crm Operations Management
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