Deloitte Marketing Technology Performance Operations, Experience Management in Ann Arbor, Michigan
In today's world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels. Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and the Experience Management team at Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end-to-end.
We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers.
The Experience Management team at Deloitte Digital gives companies the ability to build and leverage the connections - between people, systems, data and technologies - so they can deliver personalized, contextual experiences to customers at scale. We are seeking to transform the way brands interact with their customers and elevate the human experience. Do you have data in your DNA? Join our growing team in supporting our clients' ability to communicate the right message to the right customers at the right time.
Work you'll do
Deloitte Digital is seeking a leader with a strong background in MarTech and Marketing Operations Performance who understands how current campaign management, lifecycle management, customer data platforms, marketing automation tools, etc. to work across marketing and advertising ecosystems. This leader should be able to speak to how marketing technology landscape is evolving and how the reliance of 1 st party data is critical to client success.
As a Specialist Leader, responsibilities include:
Supporting business development efforts by identifying opportunities within capabilities, industries, product lines and/or services to deliver new engagements
Identifying client business issues to champion Deloitte services and solutions
Identifying key areas of differentiation, delivery improvement and profitable direction that creates high value services for client services
Developing and maintaining relationships, both internally and externally, to influence business and technology strategies, aligning current and future joint solutions to those strategies, and advocate client needs/interests
Provide "X-Factor"/Out-of-the-box creativity and problem solving, i.e. client level "visioning" sessions, joint technology/services roadmaps, strategy advisory, etc.
Routinely working with internal partners focused across the marketing and advertising technology stacks with a focus on marketing operations, customer data and decisioning platforms
Manage a team of campaign managers and developers in US and within our global delivery centers, owning the daily functional management, triaging and conflict resolution of issues for the larger campaign management team.
Instill strong operational rigor and discipline across the team to ensure standardization and harmonization of workflow across cross-functional teams.
Work closely with campaign managers to ensure key SLAs are met for provisioning and support by effectively managing team member workloads, utilization, and timesheet tracking and reporting.
Work with account teams and analytics resources to deliver regular reporting on overall campaign stats (i.e., performance, coverage, workload, etc.)
Implement best-in-class campaign processes and work to find efficiencies within the campaign process for client delivery improvement and cost effectiveness
Own and optimize the JIRA workflow management solution for the Marketing Performance offering leveraged for overall campaign management, including internal questions regarding tracking and status of various campaigns activities
Responsible for ensuring high quality of campaigns execution of all team members, working within team SLAs making sure process is being followed
Develop, grow, and maintain relationships with internal teams through exceptional client service. Proactively troubleshooting issues on all pre-production and live campaign development.
Collaborate with other key stakeholders across market offerings to identify pull through sales strategies, market opportunities and product accelerators
Advertising, Marketing & Commerce
Our Advertising, Marketing & Commerce team focuses on delivering marketing and growth objectives aligned with our clients' brand values for measurable business growth. We do this by creating content, communications, and experiences that engage and inspire their customers to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients' marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities, many from our Digital Studios.
We serve our clients through the following types of work:
Cross-channel customer engagement strategy, design and development (web, mobile, social, physical)
eCommerce strategy, implementation and operations
Marketing Content and digital asset management solutions
Marketing Technology and Advertising Technology solutions
Marketing analytics implementation and operations
Marketing campaign ideation, development and execution
Acquisition and engagement campaign ideation, development and execution
Agile based, design-thinking, user-centric, empirical projects that accelerate results
10+ years of experience working in a consultancy and customer facing role, preferably at an marketing/advertising technology delivery company or client service firm, designing and operating high availability and scalability solutions
Knowledge across multiple platforms and channels including Salesforce Marketing Cloud, Adobe Marketing Cloud, Oracle Marketing Cloud, Braze and more.
Deep technical understanding of the MarTech industry and technologies including how data flows from tool to tool
Solid understanding of data segmentation and targeting and the changing landscape based on third party cookie depreciation
Clear communication skills. We are looking for someone who is comfortable talking to peers about design solutions on the same day they are explaining a new technology to an executive.
Experience with ancillary technologies: DMP, ad servers, tag management, analytics, contextual targeting, research and QA tools.
Experience managing US and offshore based teams within a remote environment
Ability to read and understand client campaign plans and dependencies on first party data and technologies
Understand Measurement frameworks at a high level and make recommendations for changes
Ability to think strategically (Solution Enabler and Consultative Sales Style)
Ability to identify client business issues and resolve working with/through the vendor/Deloitte client team solution development.
Ability to manage work and meet specific deadlines, highly organized and self-sufficient
Executive presence demonstrating ability to communicate clearly and convincingly to respective client teams through excellent oral and written communication skills including strong presentation skills
Capable of building and maintaining strong relationships with a diverse set of internal and partner constituencies including senior-level executives, developers, and product experts
Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
Must be legally authorized to work in the United States without the need for employer sponsorship now or at any time in the future
Bachelor's Degree; Advanced Degree Preferred
Hands-on experience working in Marketing Cloud platforms: Salesforce Marketing Cloud, Adobe Marketing Cloud, Oracle Marketing Cloud, Braze, MRM, Adobe Experience Manager, and more.
Approaches problems and opportunities with a smile and a healthy sense of humor
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.