FIS - Senior Manager/Service Delivery Lead - Digital Marketing Operations

Looking for a strong digital marketing operations professional from a BPO/ITeS setup working for global clientele preferably for E commerce industry,

The incumbent will be responsible for the below mentioned roles & responsibilities.

- Responsible for managing & tracking the Key Performance Indicators (KPI) and utilization parameters.

- Planning training & Workflow management, building strategies for effective implementation.

- Grow and manage partnership with staffing, delivery, support and presales teams.

- Participating in reviewing forecasts and business reviews.

- Driving Policy & process improvements & innovation.

- Take care of digital media planning for the account to increase their exposure and conversions in accordance to their advertising goals.

- Analyze performance of Customer's portfolio of paid search marketing campaigns.

- Mentor/ train agents on new updates, process and best practices.

- Ensuring CTQ Delivery & Business Continuity.

- The position holder would be critical in maintaining client relationships to be able to build the business further and provide opportunities of growth.

- Needs to be detail oriented and act proactively toward any training, operations related issues.

- Ensure timely response and action on customer inquiries and lead relationship calls.

- Responsible for instilling a culture of - passion for work-, - integrity- and - consistency in performance- .

- Delivering on SLA/Revenue parameters, i.e., quality aspects, CSAT maintenance, TAT maintenance, escalations management and managing the floor performance of agents.

- Responsible for taking care of Appraisals, give feedbacks and improve the process efficiency.

- Uses various forms of communication, conducts audit and check performance levels to achieve expectations on SLA parameters/production.

Skills Required:

- Minimum 5-7 years of Experience in the digital marketing domain managing SEO, SEM activities with a BPO/ITeS organization for global client.

- Must have an exposure of working on - Google Keyword Search- .

- Must have an experience in delivering and managing digital marketing campaigns.

- Experience in performing SEO, SEM activities to have betterment of the online presence of customer's portfolio.

- Must have worked on improvising the conversion rate and increased ROI for the paid campaigns. The person should have gained experience for bringing the improved SQR (Search Query Report), connecting weekly over the call.

- Should come with experience in monitoring and analysis of PPC (Pay Per Click) initiatives & marketing campaigns.

- Proficiency in client communication and escalation management.

- Proficiency to supervise, lead and manage staff members.

- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g. executive, management, individual contributors).

- Excellent problem solving, team and time management skills managing multiple deadlines for self and others.

- Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline.

- Desired Certifications - Google AdWords / Analytics.

Qualification: Graduate in any stream/ Post Graduates would be preferred