The Associate Head of Digital Operations (AHODO) will assist the Head of Digital Operations (HODO) in managing day-to-day operations, focusing on project management, process optimization, and team leadership. This role demands a proactive approach to identifying areas for improvement and implementing effective solutions. The Associate Head of Digital Operations (AHODO) will be responsible for mentoring team members, supporting client management initiatives, and ensuring operational compliance with industry standards. This position is integral to driving operational excellence and will report directly to the Head of Digital Operations (HODO).
- Operational Support: Assist in overseeing daily operations, ensuring efficient execution of all operational activities within the Digital Operations department.
- Strategic Planning: Collaborate with the Head of Digital Operations (HODO), the Founder and Chief Executive Officer (CEO) and the President - Strategy and Growth (PSG) to develop and implement operational strategies that align with the company's goals.
- Automation and Strategic Execution: Lead the strategic vision and execution of automation across digital offerings including SEO, social media, and PPC campaigns, ensuring alignment with company goals, KPIs, and overall business objectives. Identify and implement opportunities to leverage automation technologies, such as AI and machine learning, to enhance operational efficiency, campaign scalability, and overall campaign outcomes. Implement automation processes for key areas such as keyword research, content optimization, backlink acquisition, and reporting to streamline workflows and boost campaign effectiveness. Collaborate with the Web/IT team to integrate automation tools across platforms, ensuring a cohesive and optimised approach to digital marketing initiatives. Continuously monitor, analyse, and report on automation campaign performance, providing actionable insights and recommendations to improve traffic, rankings, and engagement.
- Project Management: Assist in monitoring project progress, ensure timely delivery, and maintain high-quality standards.
- Resource Allocation: Assist in managing resource allocation to optimise team performance and project delivery, leveraging tools and automation to streamline workflows.
- Process Improvement: Assist in identifying opportunities for operational enhancements and collaborate with the HODO to implement effective changes.
- Team Leadership and Training: Assist the HODO in providing mentorship to team members, fostering a collaborative and innovative work environment, with a focus on continuous training and development to address current and future challenges in digital marketing. Ensure all the departments are equipped with the necessary tools, training, and resources to excel and drive results in their respective channels.
- Client Management: Support the Head of Digital Operations (HODO) in managing client relationships, addressing escalations, and ensuring high levels of client satisfaction.
- Client Deliverables: Ensure that all client deliverables are met, maintaining high-quality standards and timely execution.
- Client Retention and Satisfaction: Ensure clients are retained, satisfied, and happy with the services offered. Play a crucial role in renewing contracts and extending the customer lifetime value.
- Performance Metrics: Assist in developing and monitoring key performance indicators (KPIs) to track operational performance.
- Reporting: Contribute to regular updates and reports on operational performance to the Head of Digital Operations (HODO).
- Zoho Projects Utilisation: Oversee the effective utilisation of Zoho Projects by all departments, ensuring it is used to its full potential for project tracking, resource management, and collaboration. Work with the Digital Operations Manager (DOM) to ensure seamless integration and optimal usage.
- Collaboration with Other Departments: Collaborate and closely work with sales, marketing, and other departments to ensure that operational activities align with client acquisition strategies and project deliverables.
- Conflict Resolution: Assist in resolving conflicts within the team and with stakeholders to promote a positive work environment. Work closely with other leaders to align operational activities with the company's strategic priorities.
- Leave and Attrition Management: Monitor and manage team members leave schedules to ensure adequate coverage and minimal disruption to project timelines. Implement strategies to mitigate attrition, and foster a supportive work environment.
- Compliance: Support compliance efforts, ensuring adherence to industry standards and regulations.
- Continuous Monitoring & Quality Assurance: Assist the HODO in closely monitoring the quality of deliverables, proactively addressing issues and implementing corrective actions to ensure continuous improvement. Ensure that all departments under operations continuously adapt strategies in response to industry changes, algorithm updates, and emerging trends.
- Stakeholder Collaboration: Work closely with other leaders to align operational activities with the company's strategic priorities.
- Innovation & Technology Adoption: Assist in identifying and implementing new tools, technologies, and processes to enhance operational efficiency and stay competitive in the digital marketing space.
- Business Continuity & Risk Management: Responsible for ensuring continuity in case of operational disruptions, and creating contingency plans for critical projects.
- Ad hoc Tasks: Willingly undertake any other tasks as assigned by the Head of Digital Operations (HODO) or the management to support overall team objectives.
