Work you'll do

We are seeking a professional who possesses a unique blend of business strategy and understanding of Media and Advertising.

- Develop and execute advertising and media strategies that help clients improve growth, reduce and optimize advertising costs, increase speed to market, modernize digital delivery, and evolve toward tech enabled media operating models.
- Collaborate with global leaders and cross functional teams to design process flows, operating structures, transformation roadmaps, and AdTech enabled solutions that integrate media strategy with broader business objectives.
- Lead AI enabled customer experience and media support transformation initiatives for global technology and digital advertising clients, helping redesign support operations into predictive, AI first service models.
- Act as a Google Ads SME advisory layer for complex advertiser support escalations across Search, Performance Max (PMax), AI Max, campaign diagnostics, policy appeals, conversion/GA4/tagging issues, Merchant Center, billing flows, and advertiser support journeys.
- Support AI first advertisers support pilots by evaluating AI generated guidance, copilot recommendations, workflow routing, knowledge retrieval, and diagnostic flows for accuracy, policy safety, advertiser relevance, and resolution completeness.
- Analyze advertiser pain points, repeat contacts, case quality defects, campaign performance trends, and escalation patterns to define root causes, resolution playbooks, automation opportunities, and product/process insights.
- Partner with Product, Policy, Operations, Quality, Training, Knowledge, and AI teams to improve resolution accuracy, update support content, calibrate quality rubrics, enable agents, and close feedback loops into platform and support operations.
- Build client ready deliverables including diagnostic playbooks, escalation frameworks, quality scorecards, operating models, pilot governance, KPI dashboards, product insight briefs, and VP/C suite recommendations.

The team

The Customer Strategy & Design (CS&D;) team is a core part of Deloitte's Customer portfolio, helping organizations reimagine customer engagement, drive growth, and enhance experiences across the lifecycle.



We operate at the intersection of strategy, design, and digital transformation, bringing together strategists, designers, analysts, and industry experts.

We work with C level leaders to tackle complex challengesfrom launching current ventures and redefining go to market strategies to shaping omnichannel experiences and driving marketing, sales, pricing, and service excellence. Our strength lies in delivering executable strategies that balance long term vision with practical implementation.

Partnering across industries, we ensure that our solutions deliver both measurable impact and meaningful customer outcomes, guiding clients from insight to execution.

Qualifications

Must Have Skills/Project Experience/Certifications:

- Deloitte is looking for an experienced practitioner with 3-10 years of experience across media/advertising, Google Ads platform support, performance marketing operations, or advertiser support transformation, including hands on exposure to complex Google Ads troubleshooting or advisory work.
- Professional experience: Demonstrated experience in strategy consulting (MBB, Big 4, boutique) OR a senior media/advertising function role (Google Ads & Performance Marketing, Media Strategy & Transformation, Advertiser Growth & Campaign Optimization, AdTech Strategy, Paid Media Operations & Platform Enablement, Media Measurement & Attribution Strategy, Customer Acquisition & Media Effectiveness, AI Enabled Advertising & Media Operations). Candidate must be able to show evidence of independently delivering structured, client ready outputs: frameworks, strategy decks, operating model assessments, or business cases.
- Experience in media strategy, digital advertising, customer experience transformation, AdTech consulting, Media strategy, or AI enabled operations within a consulting firm, technology company,



platform ecosystem, or digital media organization.
- Strong understanding of digital advertising and media ecosystems, including campaign optimization, advertiser support operations, customer engagement strategies, performance marketing, AI driven media products, and platform-based customer journeys.
- Advanced hands-on understanding of Google Ads products and advertiser workflows across Search, Performance Max (PMax), YouTube, Display, Shopping, Merchant Center, bidding, audiences, conversion measurement, GA4/GTM, attribution diagnostics, billing, and Ads policy ecosystems.
- Experience supporting advertisers, agencies, or media operations teams with L2/L3 style case triage, escalation handling, campaign delivery issues, policy appeals, account performance challenges, billing concerns, or platform adoption barriers.
- Strong familiarity with digital advertising operations and media performance metrics including ROAS, CPA, CTR, conversion lift, attribution, pacing, budget optimization, campaign diagnostics, and advertiser growth levers.
- Ability to translate complex Google Ads platform issues and recurring support defects into advertiser guidance, internal resolution paths, quality improvements, product/process recommendations, and AI enabled support strategies.
- Experience collaborating with advertisers, agency teams, media planners, account managers, product specialists, or customer success stakeholders in fast paced digital advertising environments.
- Experience working on strategy and transformation initiatives involving AI enabled support operations, operating model design, process optimization, customer experience improvement, or digital transformation programs.
- Familiarity with AI assisted advertising workflows, automated bidding, AI generated recommendations, agent assist tools, and GenAI enabled support operations, including the ability to identify inaccurate, incomplete, outdated, or policy risky AI guidance.
- Preferred certifications: Google Ads Search, Google Ads Measurement, Google Analytics 4 (GA4), Google Tag Manager, Campaign Manager 360, DV360, or equivalent digital media/platform certifications.

📌 Media Strategy - Performance Marketing (Google Ads) (Bengaluru)
🏢 Deloitte US-India Offices
📍 Bengaluru