Service Delivery Director (m/f/d)

at  Merkle

QUALIFICATIONS

• Circa 8+ years experience within CRM delivery and operations
• Strong knowledge of campaign automation and content management systems, and operational processes
• Understands, customises and optimises the entire campaign management process, to include new campaign requirements, development test, production execution and quality control
• Strong technical background and proficiency with understanding data
• Proven experience managing client communications and expectations
• Experience managing and owning technical delivery projects
• Excellent problem-solving skills and attention to detail
• Experience of working with multi-region clients and deliveries
• Capable of leading a senior team
• Strong presentation skills
• Advantageous to have prior commercial management experience
• Advantageous to have prior solution design experience

THE ROLE

Responsible for ensuring operational service delivery runs smoothly without issues, with overall accountability for the day-to-day running of the account, ensuring that client business demand can be met.
The successful candidate will have a customer first mindset with the ability to manage multiple projects with different priorities. You will be data driven with great attention to detail and can work independently. The jobholder will be proactive and energetic with previous CRM management, data driven campaign management and experience of below-the-line communications.
This will require an individual who is adept at co-ordinate cross-agency project delivery teams including creative, campaign and planning experts to deliver performance campaign services.

AS A SERVICE DIRECTOR, YOU WILL BE ACCOUNTABLE FOR:

• Delivery demand forecasting and capacity planning
• Delivery quality – meeting SLA’s and KPI’s (internal and external)
• Operational reporting – status tracking, SLA and KPI reporting
• Resource management – role casting and career management
• Delivery team onboarding and training
• Team governance – ways of working; including communication management (ceremony cadence and governance), capacity management, delivery process RASCI
• Ongoing service design – continuous improvement and increasing efficiency and optimising cost of service delivery
• Escalation point for service challenges and failures
• Overarching coordination of all service lines to ensure integrated cross-functional operational delivery