Manager, Operations

Job Description

Why we are looking for you

We are looking for a CRM Operations Manager to join our CRM Operations team based in Bangalore. Acquiring new customer is only 50% of the challenge; the other 50% are to keep them in the Epsilon world. The service that Epsilon will provide all along the CRM/Loyalty journey will make the difference. In order to increase efficiency, the communication toward customers must be multichannel and personalized. Send the right message, to the right person, at the right moment, through the right channel and right device. Your role will be to lead the operational team translating the business objectives campaigns into our CRM world and accompany the growth of the activity.

Our CRM Operations team coordinates and oversees the production, configuration and execution of multichannel CRM campaigns in an effort to better integrate and foster the active participation of the community. You will work with one of the top leading technology for CRM, Epsilon People Cloud SaaS platforms.

What you will enjoy in this role

The primary responsibility of the Delivery Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. It is a client facing role that is responsible for contributing to the Services Delivery Strategy, including campaign operations (where applicable), production support maintenance, bug fixes, change requests and SLA commitments. This includes improving quality, driving cost efficiencies, repeatability, and ontime delivery of client marketing activities.

What you will do

• Live by our Core Values every day.
• Develop and evolve in SaaS framework.
• Define, develop and communicate the Service Delivery operations processes and procedures.
• Understanding of SaaS (everything as a service) concepts. Envisions business capabilities, products, and processes not as discreet vertical offerings operating individually in silos but, rather, as a collection of horizontal services that can be accessed and leveraged across organizational boundaries.
• Understanding of client specific solution approach, scope, and functionality feeds, APIs, subject areas, aggregates, including frequency of updates, alerts, monitoring and audit processes.
• Understanding of technologies and principles of batch, API, configs, campaigns, reports, and models) and tech know-how (AWS, Redshift, Oracle, Netezza, SQL Server, ETL, Kylo, GraphQL, etc).
• Develop the strategy for the Delivery operations function, leading strategic initiatives and embedding a culture of continuous improvement.
• Experience implementing and improving processes and procedures. Ensure the successful transition and operation of client accounts.
• Project future revenues and expenses, establish financial targets for individuals and teams and identify opportunities to minimize cost.
• Manage stakeholder relationships, monitor client experience and contractual compliance for all relevant contracts. Experience managing client internal stakeholders, problem change management.
• Provide sound consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues.
• Team leadership, management and mentoring of the Delivery teams.
• Management of the Service Delivery function through clearly defined, and agreed, SLAs and KPIs for all services.
• Experience in creating and implementing KPIs/SLAs including maintaining work to enhance client experience. Track major/recurring problems and hold teams to account for performance of their services. Create and maintain detailed reporting on IT and Product Support tickets, SLAs and KPIs.
• Hands on experience delivering enterprise Operations - ideally based on cloud environments.
• To maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by the support teams. Provide accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
• Enable and champion a Delivery Operations culture, promote on-going service improvements to improve quality and customer satisfaction.
• Familiarity with client specific concepts like understanding of SLAs, SOW process etc.
• Familiarity with ITIL Application Support (specifically Service Life Cycle). Experience quantifying and analyzing Service Now tickets or other ITSM tools.

• 4-year Marketing, Computer Science, or similar degree or comparable experience.
• Overall 15 years professional experience in IT Service industry.
• Extensive involvement in all stages of application development lifecycle including implementation, and support.
• Have strong problem solving and negotiation skills in a client-facing environment.
• Up to date knowledge of Digital Solution Landscape with experience in Marketing Technology software (Loyalty/CRM etc) and Digital Content Management products.
• Experience in both project delivery managing on-going support for multiple accounts.
• Proven success influencing and working with people effectively across Horizontal (ex: Practices, CoEs) and Vertical (ex: industry) company groups and in SaaS model.
• Strong Presentation and Communication skills.
• Solid understanding of omni-channel customer journey and the role of various solution options in attracting, engaging and retaining customers.
• Ability to interpret stable and emerging trends to guide areas to deepen Epsilon competencies. Should have ability to work effectively under significant deadline pressure.

Keyskills :
sql serverproduct supportproblem solvingdigital contentchange requestsemerging trendsteam leadershipcomputer scienceservice deliveryproject deliverywork effectivelychange managementproduction supportcontent managementnegotiation skillsappli