Senior Digital Project Manager

What you'll do?

Omnichannel Marketing channels and initiatives.

• Directly responsible for on-boarding new service offering in the Market and providing trainings.

End to End Project Management.

• Liaison between the client and the execution team.

• Excellent communication and collaboration skills.

• Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks

• Conducting day to day analysis for operational metrics like SLA, CSAT, Utilization and report generation at process level.

• Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience.

• Managing queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution.

• Framing work direction & plan for associates after assessment of their capabilities

• Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity

• Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation, spearheading process improvement initiatives.

• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process Hogarth Studios.

What you'll Need?

• 5+ Years of Experience in Client Servicing role.

• Knowledge and experience of digital eco system

• Knowhow on multichannel/Omnichannel campaigns

• Working knowledge of any marketing automation tool (SFMC preferable)

• Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results.

• Efficiency in making data-driven decisions, analytical skills with strong attention to details.

• Relationship building with the clients Work with leadership to explain and modify strategic plans.