Job Title:  T&T_Customer_M&C - Director | Digital Marketing | Delhi

The team:

Customer has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Key Responsibilities:

We are seeking a high-caliber, multi-faceted Director of Digital Marketing Operations to lead our agency/department. This is a strategic leadership role designed for a professional who sits at the intersection of Marketing Strategy, Project Governance (PMO), and High-Value Account Management.

The ideal candidate will not only understand the nuances of digital marketing (SEO, SEM, Social, Programmatic) but will also possess the rigor of a Delivery Manager to ensure projects are executed flawlessly, and the commercial acumen of an Account Manager to grow and retain our most significant clients.

1. Strategic Delivery & PMO (The "Engine"):

• Process Standardization: Establish and oversee PMO frameworks to ensure all digital marketing campaigns (from planning to execution) follow standardized, high-quality workflows.
• Resource Optimization: Manage agency/departmental resource allocation to ensure high utilization rates and prevent team burnout.
• Operational Excellence: Implement and manage project management tools (e.g., Asana, Monday.com, Jira) to track project health, timelines, and budget adherence.
• Risk Management: Identify potential bottlenecks in the delivery lifecycle and implement mitigation strategies to ensure "on-time, every-time" delivery.

2. Account Management & Client Success (The "Relationship")

• Client Partnership: Act as the senior escalation point and strategic advisor for key/tier-1 clients.
• Retention & Growth: Drive client retention through exceptional service delivery and identify opportunities for upselling/cross-selling digital services.
• Strategic Reviews: Lead Quarterly Business Reviews (QBRs) with clients to demonstrate ROI and align marketing roadmaps with client business goals.
• Commercial Management: Oversee client billing, contract renewals, and ensure the profitability of all accounts managed.

3. Digital Marketing Oversight (The "Expertise"):

• Quality Assurance: Review high-level digital strategies (Performance Marketing, Content, SEO, etc.) to ensure they meet both agency standards and client objectives.
• Performance Tracking: Ensure the delivery teams are providing accurate, data-driven reporting that translates technical metrics into business insights.
• Trend Leadership: Stay ahead of digital marketing shifts (AI in marketing, privacy changes, etc.) to keep the agency's service offering competitive.

4. Leadership & Team Management:

• Mentorship: Lead, mentor, and develop a team of Account Managers, Project Managers, and Digital Specialists.
• P&L Responsibility: Manage the departmental budget and contribute to the overall profitability of the digital division.

Core Competencies:

• PMO/Delivery: Mastery of project management methodologies (Agile, Waterfall) and the ability to build scalable operational processes.
• Account Management: Proven track record of managing multi-million dollar client portfolios and high-level stakeholder relationships.
• Digital Fluency: Deep understanding of the digital ecosystem (Search, Social, Programmatic, Data Analytics, and MarTech stacks).
• Analytical Leadership: Ability to interpret complex data sets to drive both operational efficiency and client ROI.

Experience & Education:

• Experience: 12–15+ years of experience in a Digital Agency or high-growth Marketing firm, with at least 5 years in a senior leadership/Director capacity.
• Education: Bachelor’s degree in marketing, Business Administration, or a related field. An MBA from a premier institute is highly preferred.

Technical Proficiency:

• Advanced proficiency in Project Management software.
• Familiarity with Google Marketing Platform, Meta Business Suite, and advanced Analytics tools.
• Expertise in CRM systems (Salesforce, HubSpot, etc.).

Preferred Candidate Profile:

• The "Hybrid" Mindset: You are someone who can discuss "Client Lifetime Value" in one meeting and "Agile Sprint Velocity" in the next.
• Problem Solver: You don't just report delays; you build the systems that prevent them.
• Commercially Minded: You understand that great creative work must also result in profitable delivery and happy clients.

Location and way of working:

• Base location: Delhi
• Education: Professional Qualification - B.E./B.Tech/MCA/MBA/MS
• This profile involves occasional travelling to client locations.
• Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.