Delivery lead (with agency background)

Key Responsibilities

Client Leadership & Governance

• Serve as the senior delivery lead across CRM and Onsite programs, acting as the primary escalation point for operational delivery matters.
• Build trusted relationships with senior client stakeholders and establish yourself as a credible strategic partner.
• Lead delivery governance across the CoE, including weekly operational reviews, monthly business reviews, and quarterly planning sessions.
• Own delivery reporting, performance reviews, and executive-level communications.
• Partner with regional leadership and growth teams to support business planning, reporting, and account development initiatives.
  
  

Delivery Excellence

• Establish and maintain delivery frameworks, operating models, and best practices across CRM and Onsite functions.
• Ensure consistent delivery quality across all workstreams, projects, and markets.
• Provide senior-level guidance on delivery approaches, resource allocation, prioritization, and operational decision-making.
• Identify opportunities to improve efficiency, scalability, and collaboration across teams.
• Drive operational excellence initiatives that support long-term program success.
  
  

Marketing & Digital Subject Matter Leadership

• Act as a senior marketing and digital operations SME across CRM and Onsite disciplines.
• Provide guidance on customer engagement programs, lifecycle marketing, digital production, ecommerce operations, and launch management best practices.
• Challenge delivery approaches, project structures, and operating models where improvements can be made.
• Support team leads and specialists in solving complex delivery and operational challenges.
  
  

Workforce Performance & Team Leadership

• Own workforce performance, engagement, and delivery standards across CRM and Onsite teams.
• Partner with People Operations and leadership teams on workforce planning, onboarding, performance management, and succession planning.
• Monitor team health, utilization, retention, and capability development.
• Support hiring decisions, replacement planning, and workforce optimization initiatives.
• Create an environment that promotes accountability, collaboration, and continuous improvement.
  
  

Risk Management & Escalations

• Lead issue resolution and escalation management across all workstreams.
• Proactively identify delivery risks, resource challenges, and stakeholder concerns before they impact delivery.
• Implement mitigation strategies and recovery plans where required.
• Maintain visibility into delivery performance, operational dependencies, and program health.
  
  

• Champion innovation, process optimization, and operational maturity across the CoE.
• Drive the development of playbooks, governance models, and scalable delivery methodologies.
• Identify opportunities to strengthen collaboration between CRM and Onsite teams.
• Support the ongoing evolution of the CoE operating model.
  
  

Skills, Knowledge and Expertise

• 8+ years of experience in account management, delivery leadership, program management, marketing operations, or digital services environments.
• Experience leading large-scale marketing, digital, ecommerce, or customer experience programs.
• Demonstrated success managing multidisciplinary teams across multiple functions and markets.
• Strong understanding of CRM, lifecycle marketing, website operations, digital production, and campaign delivery processes.
• Experience managing senior client relationships and executive stakeholders.
• Strong commercial awareness and experience overseeing operational performance metrics.
• Experience leading workforce planning, performance management, and talent development initiatives.
• Exceptional project, program, and stakeholder management skills.
  
  

• Strong leadership presence and executive-level communication skills.
• Excellent relationship-building and stakeholder management capabilities.
• Strategic thinker with strong operational execution skills.
• Highly organized with exceptional attention to detail.
• Strong problem-solving and decision-making abilities.
  
  
• Collaborative leader with a passion for team development and operational excellence.