Marketing Operations Manager

Job Description:

• Act as the representative and face of the Service Delivery Hub, advocating for the hub's 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 hub-related questions and collaborate with other Hub Leads or Stakeholders.
• Monitor and manage day-to-day 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 knowledge-sharing among team members.
• Provide effective leadership, guidance, and support to team members, encouraging their professional growth and development.
• Oversee the efficient execution 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.

Requirements:

• 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.
• Intermediate-level proficiency with Microsoft Office products.
• Excellent verbal and written communication.
• Strong attention to detail and time management skills.
• The ability to work in a fast-paced environment with quick turnaround times and hard deadlines.
• Ability to collaborate with cross functional teams to meet stakeholder needs

Qualifications:

• Detailed oriented. You have an analytical mindset and problem-solving skills, addressing challenges and suggesting process or operational improvements.
• Well-rounded 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.