Deloitte Head of Deliverability Services in New York, New York
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 Hux by Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.
Hux is the Human Experience Platform by Deloitte Digital. 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.
Hux by 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.
Work you'll do
The Head of Deliverability is responsible for all aspects of Deliverability Services for Deloitte Digital. The primary focus is the deliverability of commercial email, marketing and transactional. Secondary responsibilities include providing consulting to account teams and clients on recipient engagement and overall program performance. Position requires ability to learn emerging digital marketing channels such Mobile Push and how to utilize them in conjunction with email.
This role includes management of the geographically dispersed Deliverability team; definition of Deliverability products; creation and presentation of sales materials; consulting engagements with Deloitte's clients; Deliverability client management; representation of Deloitte in industry groups (ex: M3AAWG, ESPC); training of other Deloitte teams on Deliverability topics and sales strategies; definition and communication of Deloitte 's Point of View on changes, issues, and other topics in the Deliverability industry; and collaboration with other Deloitte teams to help ensure the best Deliverability results possible for Deloitte 's customers.
The Head of Deliverability Services leads the Deliverability Team so that the group provides sound operational and strategic guidance to optimize client email performance and deliverability success. The Lead of Deliverability Services is a subject matter expert on helping clients maximize the effectiveness of their email campaigns in terms of sending rate, % delivered, and Inbox placement. Furthermore, the Lead of Deliverability Services can provide guidance and recommendations to clients to help them maximize recipient engagement.
Needed: A leader, manager, and Deliverability Subject Matter Expert with strong communication and time management skills, who possesses the ability to work with a geographically dispersed team and clients.
Duties and Responsibilities
Manages the Deliverability Team in all respects, from hiring to ensuring that SLA's are met
Provides strategic guidance and recommendations to account teams and clients on improving email deliverability and recipient engagement, improving program performance, best practices
Creates process and industry documentation for internal and external consumption
Leads in streamlining current deliverability process, creates new processes
Proactive in gaining knowledge of new industry trends, emerging technology, ISP treatment of commercial email, industry groups, and recipient behavior
Comfortable with client facing role responsibilities and presentations both remote or in person
Defines, communicates, and promotes Deloitte 's Deliverability services and products
Coordinates with Account teams, Product Management, and Sales
Leads and conducts: Market Analysis, Business Planning, Business Development, Client Management, and Partner Management for Deloitte Deliverability Services
Adapts style and tactics to fit situation
Builds trust through written and spoken communication
Holds the ability to express ideas and instructions clearly and effectively
Demonstrates critical thinking/problem solving analysis skills
Authors documents and presentations for prospects, clients, and the industry
Comfortable when speaking and presenting to large groups
Balances team and personal achievement
Gives and receives constructive feedback appropriately
Acts proactively without prompting by Leadership team, partners and/or customers
Leads in the identification and resolution of conflict
Hires, leads, and manages a team of professionals who are critical to Deloitte 's success
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
Advertising campaign ideation, development and execution Acquisition and engagement campaign ideation, development and execution
Acquisition and engagement campaign ideation, development and execution
Agile based, design-thinking, user-centric, empirical projects that accelerate results
Proficient in multiple email deliverability tools, products, and services
Deep knowledge of the email marketing industry - ESP's, ISP's, government regulations/laws (CAN SPAM, CASL, EU Directives), email marketing best practices, email content's impact on deliverability, data hygiene, underlying technology/protocols used to send email (SMTP, TCP/IP)
Excellent written and verbal communications
Proven interpersonal skills in dealing with associates, management, account executives and other outside teams
Demonstrated success coordinating or managing projects to completion
Troubleshooting and problem resolution skills (diagnosis, option assessment, recommendation and escalation)
High standards of accuracy and aptitude for detail oriented work
Strong time management skills
Self-starter with excellent teamwork skills, including ability to work with a geographically dispersed team
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Experience with one of leading industry Marketing platforms
Minimum of 7+ years of experience within online/email marketing space
Minimum of 5+ years of experience within email deliverability space
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.