Skill required:
Marketing Operations - Salesforce Marketing Cloud
Designation:
Delivery Operations Team Lead
Qualifications:
BBA/Any Graduation
Years of Experience:
7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
The Global CRM & Marketing Automation Manager acts as a strategic support and governance partner to the global CRM & MA team, ensuring that all regional and market CRM activities are aligned with global standards, frameworks, and best practices. This role focuses on governing, enabling, and overseeing how the global CRM and Marketing Automation (MA) strategy is implemented across markets. The primary purpose is to ensure that global CRM standards, data governance principles, and automation frameworks are adopted consistently, driving scalability, compliance, and long-term customer engagement excellence. Through insight-driven oversight and cross-regional coordination, this role ensures that global CRM efforts translate into improved consumer connection, stronger personalization, and higher customer lifetime value (CLV). Innovation & Continuous Improvement
- Monitor CRM, MA, and data trends to identify opportunities to strengthen the global ecosystem.
- Recommend platform enhancements, automation use cases, or new methodologies that can scale globally.
- Drive simplification, standardization, and reusability of CRM assets and processes to increase operational efficiency.
- Champion innovation in consumer journey design, predictive analytics, and AI-driven personalization in alignment with global priorities. Team Management
- Mentor and coach junior team members in functional expertise and develop the CRM team fostering a high-performance culture and team leadership What are we looking for?
- Social Media CRM
- Salesforce Marketing Cloud
- Marketing Operations
- Microsoft Excel
- Adaptable and flexible
- Ability to perform under pressure
- Problem-solving skills
- Detail orientation
- Ability to establish strong client relationship Essential Experience
- Proven experience in CRM governance, marketing automation, or digital transformation in a global or multi-market organization.
- Strong understanding of data-driven marketing, segmentation, and personalization strategies.
- Demonstrated ability to influence and align diverse stakeholders across geographies.
- Solid background in CRM or MA platform management (e.g., Salesforce Marketing Cloud, HubSpot, Adobe Campaign).
- Experience in cross-functional collaboration between IT, Marketing, Data, and Compliance teams.
- Relevant experience in digital marketing, CRM operations, or marketing automation management.
- Familiarity with FMCG or e-commerce industries preferred. Technical / Functional / Leadership Skills
- Strong communication and stakeholder engagement skills across global, regional, and market levels.
- Skilled in storytelling and data visualization to convey complex insights clearly.
- Strong organizational and program management skills — able to handle multiple initiatives simultaneously.
- Proficiency in Microsoft PowerPoint, Excel, and CRM analytics dashboards.
- Strategic thinker with hands-on understanding of CRM technologies and data flows.
- Strengths in governance, influence without authority, change management, and agility. Education / Qualifications / Certifications
- University degree in Marketing, Digital Business, Data Analytics, or IT.
- Certifications in Salesforce Marketing Cloud, HubSpot, or related automation tools is a must have
- Additional training in Agile or Project Management is a plus. Roles and Responsibilities:
- Global Governance & Strategic Alignment
- Support the Global CRM leadership in cascading the global CRM and Marketing Automation strategy, ensuring clear understanding and consistent adoption across all regions and markets.
- Ensure all market and regional CRM activities are fully compliant with global frameworks, privacy laws (e.g., GDPR), and internal data governance standards.
- Oversee the adoption of global data management and contact strategy principles, ensuring high-quality, compliant, and ethically managed consumer data.
- Monitor and report on implementation progress, identifying gaps and supporting corrective action where global standards are not yet met.Area Enablement & Oversight
- Act as the primary coordination point between global and DRBU CRM & MA teams, facilitating clear communication and alignment on priorities and timelines.
- Support area teams with guidance, training materials, and toolkits to ensure they are equipped to execute local CRM initiatives in line with the global model.
- Gather feedback and insights from regional teams to inform evolution of global processes, frameworks, and governance models.
- Track area adherence to performance standards, ensuring continuous improvement and consistent global delivery quality.Platform & Data Excellence
- Ensure the global CRM and marketing automation platforms are used consistently and efficiently across regions.
- Partner with IDT and data governance teams to maintain data integrity, hygiene, and platform scalability.
- Oversee the quality and consistency of journey design, segmentation, and personalization frameworks implemented regionally.
- Review and analyze reports from regional teams to identify common optimization opportunities or technical blockers.Performance, Reporting & Insights
- Consolidate regional CRM performance dashboards and translate them into global insights and trends.
- Provide actionable recommendations to global leadership to optimize journeys, workflows, or audience segmentation
