Senior Digital Project Manager

What you&aposll 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&aposll 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.