We at Cognizant Technology Solutions operate at the intersection of e-commerce and advertising, offering a rich array of digital display advertising solutions with the goal of helping our customers find and discover anything they want to buy. We help advertisers reach customers on web-based shopping portals, across our other owned and operated sites, on other high-quality sites across the web, and on millions of mobile and tablet devices. We put the customer at the heart of everything we do and work backwards, including in advertising.
If you’re obsessed with being a part of digital advertising that informs instead of interrupts; that helps customers deliver great products and brands, not just delivers impressions; and that empowers customers to be decisive, rather than distracts them – then we want you to come join us and make advertising even better.
You would have extensive experience in ad operations and dealing with advertisers for managing accounts and making strategies for the product / customer, including aspects of negotiation and business development. The incumbent would have managed a business to deliver on Ad priorities (Ads revenue, return on advertising spends, advertiser growth, advertiser optimization).
Skills & Experience
* 7+ years of experience in core operations, people management, customer management; preferably online marketing / advertising operations.
* Should be able to handle escalation queries within the defined TAT.
* Strong Knowledge of Digital Marketing Search / Keyword Based Ad Platforms.
* Demonstrate a high level of understanding of internal and external clients' businesses.
* Determine client needs and expectations and participate in the development of the overall client service plan.
* Strong understanding of the Ecommerce domain.
* Experience of working in an external client-facing environment.
* Ability to work cross-functionally across internal and external stakeholders with a high bias for action.
* Client communication, prioritizing work for the team, and ensuring the recommendations and optimization on the account are designed to meet client KPIs.
* Sound judgment, attention to detail, and flexibility in balancing program requirements, tight deadlines, and keeping people and projects moving on schedule.
* Fluent in English & an excellent communicator.
* Manage a team of 10+ digital marketers along with 1 or 2 Process Specialists (SME).
* Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs, and Capacity utilization for your teams & devise daily, weekly, monthly, quarterly strategies to meet targets.
* Ensure high quality of delivery and performance from the entire team including SMEs.
* Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines.
* Ensure bench strength and attrition is under control and does not impact operational excellence.
* Oversee Solutions repository and ensure top quality solutions are available to the associates.
* Develop strategies for project metric improvement beyond industry standards.
* Advise management on additional resources and situations that will help growth and sustained productivity efforts.
* Manage projects for emergency operations, manage client relationships, support associates / resources for individual growth.
* Track and provide reports of service levels for all levels of the organization to Client Program Managers at regular intervals, and work with Client Program Managers to resolve nonperformance.
* Ability to lead performance analysis and long-term strategic roadmaps for high-level campaigns.
* Ability to prioritize and multitask with little supervision.
* Strong communication skills to direct any potential issues to either the client or the advertisers.
* Collaborate with other support functions like MIS, Training, QA, PEX etc. and ensure optimum utilization of these teams to enhance operational delivery.
* Amazon Advertising Experience is a plus.
Next steps
If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.
Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.
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