Digital Marketing Manager

The Service Delivery Hub Lead plays a pivotal role in overseeing the hubs operations and fostering a positive team environment. Reporting to the Global Operations Lead they provide guidance and support to Service Delivery Teams ensuring highquality service delivery within set timelines and metrics. The Service Delivery Hub Lead serves as the Single Point of Contact (SPOC) for hubrelated queries and is responsible for the management of all Service Hub resources and their compliance with established processes and quality standards. They foster a positive and collaborative team environment while encouraging a cando and proactive attitude among the team members.

What You Will Do:

Act as the representative and face of the Service Delivery Hub advocating for the hubs interests and liaising with stakeholders to ensure effective communication and collaboration.

Share ongoing updates challenges and requirements to and from relevant stakeholders.

Act as the Single Point of Contact (SPOC) for hubrelated questions and collaborate with other Hub Leads or Stakeholders.

Monitor and manage daytoday hub Key Performance Indicators (KPIs) such as: Service Level Agreements (SLAs) Average Handling Time (AHT) Net Satisfaction (NSAT) and others.

Ensure strict adherence to processes and quality standards within the hub.

Foster a positive and collaborative work environment promoting teamwork and knowledgesharing among team members.

Provide effective leadership guidance and support to team members encouraging their professional growth and development.

Oversee the efficient of resource management (Hiring Onboarding).

Work with stakeholder teams to define their strategies.

Help intake complex requirements from stakeholder teams to achieve business outcomes.

Track volume of work coming to the team.

Collaborate with our internal governance team to prepare and maintain standard operating procedures for activities carried out and identify areas of improvement in the process.

Support team by analyzing information.

Respond promptly to customer inquiries.

Be responsible for data accuracy and effectiveness.

What You Will Bring:

At least 15 years of professional experience in a relevant position

Deep understanding of marketing services operations industry best practices and highly organized in efficiently managing multiple tasks and priorities

Flexibility and adaptability in navigating changes to ensure smooth hub operations

Proven track record of strong leadership effectively motivating and managing teams while inspiring and empowering team members to achieve business objectives.

Familiarity with marketing automation software such as Marketo Hubspot Salesforce Marketing Cloud (formerly ExactTarget) or Adobe Experience Manager.

Intermediatelevel proficiency with Microsoft Office products.

Excellent verbal and written communication.

Strong attention to detail and time management skills.

The ability to work in a fastpaced environment with quick turnaround times and hard deadlines.

Ability to collaborate with cross functional teams to meet stakeholder needs

Who You Are:

Detailed oriented. You have an analytical mindset and problemsolving skills addressing challenges and suggesting process or operational improvements.

Wellrounded professional. You have amazing communication and organizational skills along with high EQ.

Strong Leader. Proven track record of strong leadership effectively motivating and managing teams while inspiring and empowering team members to achieve business objectives.

Collaborative to the core. Demonstrated ability to work in a team environment as a leader and member.

Adaptable. Change happens at lightning speed; you are flexible enjoy challenge and get behind new ideas.