Skill required Marketing Operations - Operations Management Designation Marketing Engagement Senior Analyst Qualifications BBA Any Graduation Years of Experience 5 to 8 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 What are the key objectives and expectations from this role 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 Relationship o Serve as the primary CX liaison for the DRBU connecting local market teams with global and regional CX leadership o Partner with marketing commercial and digital stakeholders to ensure CX initiatives directly support business objectives o Maintain close collaboration with GBS hubs to ensure efficient delivery and service excellence o Represent the DRBU CX function in regional and global forums sharing insights challenges and best practices o Manage relationships with external agencies and data partners to ensure high-quality execution and innovation in CX operations Innovation o Drive operational innovation through automation data visualization and workflow optimization o Identify opportunities to improve the consumer journey campaign effectiveness and data utilization o Encourage experimentation and sharing of best practices within the regional CX community o Support pilots of new CX tools platforms or methodologies in partnership with Global CX and IDT teams o Continuously review market performance to identify opportunities for efficiency and impact improvements What are we looking for oSocial Media CRM oSalesforce Marketing Cloud oMarketing Operations oMicrosoft Excel oAdaptable and flexible oAbility to perform under pressure oProblem-solving skills oDetail orientation oAbility to establish strong client relationship Experience Required o Experience in CX Operations CRM Digital Marketing or Analytics ideally within FMCG or similar large-scale organizations o Proven leadership of cross-functional marketing or digital operations teams o Solid understanding of consumer journey mapping campaign management data analytics and digital ecosystems o Experience managing multi-market or regional delivery teams balancing standardization with local adaptation o Strong project and people management skills with a track record of delivering results through teams o Demonstrated ability to manage capacity prioritize workload and navigate complex stakeholder environments o Analytical mindset with proficiency in data visualization KPI management and performance tracking tools Power BI Tableau etc Behavioral Competencies o Results-driven and operationally minded with robust execution discipline o Excellent communicator able to influence and engage stakeholders at multiple levels o Collaborative team player with strong problem-solving skills o Comfortable with ambiguity proactive in finding solutions o Passionate about digital transformation and consumer-centric marketing Education Qualifications Certifications Required o Bachelor s degree in Marketing Business or related field mandatory o Postgraduate qualifications or certifications in Digital Marketing CRM or Data Analytics preferred o Project management certifications e g Agile Scrum PMP are an asset Roles and Responsibilities Operational o Lead end-to-end delivery of CX operations across CRM Social Media Web Ops and CX Analytics for the DRBU area o Manage day-to-day performance of CX operations ensuring KPIs SLAs and quality standards are met consistently o Oversee resource and capacity planning for the DRBU CX team ensuring optimal workload distribution and timely delivery o Ensure CX initiatives and tools are implemented in line with global frameworks and regional priorities o Coordinate the execution of CX campaigns reporting cycles dashboards and performance reviews across channels o Maintain accountability for data integrity reporting accuracy and CX analytics output o Act as the primary escalation point for operational issues resolving challenges promptly and efficiently o Support Area adoption of global enablers and technology platforms CRM systems analytics tools social listening platforms etc o Drive simplification automation and process optimization to improve operational efficiency Leadership o Lead coach and develop the DRBU CX team to deliver operational excellence across all CX functions o Foster a high-performing culture focused on collaboration agility and continuous improvement o Build CX capability within the team ensuring readiness to adopt new tools methodologies and best practices o Act as a role model for data-driven consumer-centric thinking across regional marketing and trade teams o Support team members growth through mentoring goal setting and clear accountability frameworks Management o Manage CX operational budgets where relevant ensuring optimal allocation of resources and cost efficiency o Ensure all CX activities are delivered within defined timelines budgets and scope o Conduct regular performance reviews with direct reports tracking KPIs and development progress o Manage cross-functional collaboration between CX functions to ensure consistency and synergy in delivery BBA Any Graduation