T&T_Customer_M&C - Director | Digital Marketing | Delhi • Job requisition ID : 113269 • Location: Delhi • Entity: Deloitte Touche Tohmatsu India LLP 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.