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Solution Delivery Lead
3 months ago
About Klick Health
Meet a different kind of workplace. Klick Health is an ecosystem of brilliant minds working to realize the full potential of their people and clients in life sciences since 1997. And we’re still growing fast, even after two decades. What does that mean for you? As Klick experiences exponential growth year-over-year, so do the people who help make it happen. Because we’re constantly evolving and changing, we invest in talent early and often, to develop future leaders at all levels. We’re one of the country’s Top 10 Great Workplaces, 10 Most Inspiring Cultures, Best Workplace for Innovators, Best Managed, and Fastest Growing. We know that career paths are seldom simple and straightforward. And that's an asset. If you feel like you'd be a good fit for this role, we encourage you to apply and take the first steps to starting your career journey at Klick
We're on the lookout for a Campaign Solution Delivery Lead to join our Technology team. The ideal candidate possesses current knowledge of the Digital Solutions Landscape and has a track record of delivering enterprise-scale solutions in Marketing Technology, including CRM, Email, and Marketing Ops. Their background includes Marketing Operational Management, specifically with enterprise-level Customer Data Platforms (CDP) and/or marketing automation solutions.They offer a distinctive combination of business and technical expertise, collaborating effectively with client account teams, architects, developers, data stewards, and marketing automation platform administrators. This collaboration aims to define a comprehensive vision and roadmap for achieving operational excellence, and the candidate has the practical experience to turn this vision into reality.
Responsibilities- Accountable for marketing campaign execution excellence; provide day-to-day leadership to marketing operations teams; lead the continuous improvement across people, processes, and technology to reduce manual work, increase delivery predictability, improve quality, increase client satisfaction, measure, and report on the operational health of the account to internal and external stakeholders
- Owns and drives incident management, engaging appropriate resources as needed to drive resolution
- Manage team structure, role responsibilities, and role assignments in partnership with the stakeholders from client teams and customer engagement practice owner
- Proactively lead initiatives to innovate, develop, and implement best practices, standards, and methodologies in support of end-to-end in support of execution and operational excellence
- Actively manage day-to-day aspects of running the campaign operations for the client. This Team will include salesforce marketing cloud developers, salesforce marketing cloud architects, CDP developers, QA analysts, and business analysts who run, support, monitor, and enhance the platform for marketing efforts
- Manages all operational metrics and KPIs and ensures they are captured, tracked, and reported upon per client SLA commitments and contractual obligations
- Works collaboratively with client stakeholders to define and align the critical data points, KPIs, and reporting needs, ensuring transparency and accountability in campaign performance measurement
- Own solution documentation, including core system documentation and operational escalation processes, ensuring accuracy and completeness
- Escalate critical client issues to leadership to ensure timely resolution
- Act as a mentor and coach to client and internal Delivery teams as needed
- Oversee and implement continual operational excellence initiatives, both corporate-driven as well as account-based
- 5+ years of service delivery experience in implementing and maintaining real-time, high-volume omnichannel marketing systems, leading high-performing, globally distributed delivery teams
- Marketing operations management experience in marketing technology (CRM/email/marketing operations/media operations) leveraging capabilities like Salesforce Marketing Cloud, Tealium, Redpoint, Klaviyo, Segment, etc
- Excellent project management skills with the ability to multi-task and work well under pressure
- Demonstrated experience in root cause analysis of complex technology solutions
- Demonstrated experience in defining and implementing tools and processes to improve platform operations
- Strong team player with a service-oriented attitude toward external and internal audiences
- Systems development project life cycle experience including, but not limited to, requirements gathering, writing functional specifications, working with technical developers to convey the business requirements, testing/sign-off, and post-implementation support
- Strong experience in engagements that span tracks of work, including User Experience, Technology, Project Management, Business Analysis, Systems Integration, Migration, and Infrastructure
- A mature understanding of the services industry and the role of operations in driving P&L improvements
- Excellent people management skills within a highly matrixed and geographically dispersed teamExperience leading critical initiatives against strict timelines and multiple priorities
- Experience working consultative with clients and serving as a key advisor and partner
- Strong executive presence, demonstrated history of working with clients or internal business partners at mid to senior levels (e.g., Managers, Directors, Sr. Directors)
- Ability to gain knowledge related to the client's industry and the current business environment and incorporate this knowledge into the overall solution and operational processes
- Focused experience in the healthcare/pharma verticals are an asset
- Experience in an agency setting
- Comfort with and enthusiasm for integrating AI into your work
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Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of colour, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities.
We’re also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at careers@klick.com and we will work with you to meet your accessibility needs and ensure you have a positive experience.
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