Digital Marketing Queue Manager

Job description

Job Title Digital Marketing Queue Manager

Department Services - Business Process Outsourcing (BPO)

Location Client Site, Dublin 18

Scope

Accenture is operating a global Digital Customer Marketing Centre of Excellence for a global Fortune 100 technology company. The Customer Marketing Centre of Excellence is responsible for the production, execution and optimization of highly-personalized digital direct marketing campaigns, including the development of campaign lists, personalized HTML emails and landing pages, campaign deployment, post-campaign reporting and premium account optimization services.

Responsibilities

The Queue Manager will serve as the primary point of contact between the client's Account Managers, Technology Specialists and Enterprise Advertiser. The role will work directly with the Account Managers to identify and execute optimization opportunities across the clients advertising platform.

Responsibilities include:

· Expert on the tools and technologies for digital marketing campaign optimization.
· Global queue management across multiple languages
· Identifying and executing opportunities for process improvement.
· Indentifying and driving initiatives to create efficiencies.
· Proven ability to work autonomously.
· Expert in search, display, mobile and video advertising.
· Analysing campaign performance and formulating optimization strategies.
· Managing and growing relationships with the key stakeholders
· Identifying and managing risks
· Ensuring a constant high level of quality appropriate to a Fortune 100 company's consumer-facing marketing materials

Qualifications

· 2-5 years prior work experience in marketing or technology
· BA or BS in Marketing, Economics, Computer Science, or a related field

Desired profile

Qualifications :

Required Skills and Experience

·  Experience working with enterprise level client accounts
·  Experience working in a queue management role
·  Minimum 6 months deep experience working with advertising campaign strategies
·  Minimum 6 months deep dive experience in search advertising platforms
·  Excellent communication skills
·  Excellent command of written English spelling and grammar
·  Fluent in a Second Language is mandatory.
·  Good interpersonal relationship skills
·  Command over European languages will be preferred

Operations:

·  Responsible for managing the inflow and outflow of cases for a given queue
·  This involves analyzing the case to understand the size of cases using internal tools
·  Assigning cases based on bandwidth (in conjunction with the TL) of agents
·  Monitoring case progress to ensure the TAT is maintained for all cases
·  Holding the TL's accountable to provide inputs on delay (if any) on the first day of the cases' lifecycle
·  Holding the quality team accountable to ensure cases are uploaded into the advertiser's account/s within the desired time
·  Ensuring the team aligns to given operational procedures / guidelines and minimize misses in the same
·  Cascading changes to the workflow (if any) and ensuring operations go on without any roadblocks
·  Requesting the operations lead for new features to help make the process more efficient over time

Communication:

·  Communicating delays to CM/AM's (if any) on day 1 of the cases' life cycle
·  Communicating the state of queue/s at the start and end of day to all leads and operation managers
·  Handling escalations from AM's and clients

Additional Responsibilities:

·  Coordinating with our on-demand partners to assign cases and follow up with them to ensure timeliness of service
·  Inputs on process efficiency improvement opportunities from time-to-time (in the form of automation / addition / removal of few steps, etc.)
·  Reports on complex / simple metrics for client's leadership as and when required
·  Reporting on metrics for the WBR

Preferred Skills and Experience

·  Experience working in online advertising operations
·  Work experience managing projects on rapid timelines
·  Work experience with internationally distributed teams is a plus

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.