Customer
The Customer team empowers organizations to build deeper, more valuable relationships with customers by combining business strategy, creativity, data, technology, GenAI, and scaled operations. We help Deloitte client service teams drive customer value creation and sustained growth across customer and commercial strategy, digital products and innovation, marketing, commerce, sales, and service. Our multidisciplinary teams—strategists, data scientists, operators, creatives, designers, engineers, and architects—bridge strategy and execution. Through Business Process as a Service (BPaaS), we also design, transition, and run technology-enabled operations that improve performance today while generating the data, insight, and learning required for continuous transformation.
Level: Vice President – Marketing Operations & BPaaS
Work you’ll do
The Vice President – Marketing Operations & BPaaS will define the strategic direction and lead the build-out of an integrated agency and marketing operations capability for enterprise clients. The role combines deep marketing domain expertise with large-scale operations leadership, commercial ownership, digital transformation, and AI-enabled innovation.
This leader will set the agenda across the portfolio—translating CMO priorities and market shifts into differentiated services; establishing repeatable operating models; steering complex transitions and multi-account delivery; and sponsoring automation and AI initiatives from opportunity identification through production deployment and benefits realization.
The VP will provide clear direction to capability, solutioning, transition, delivery, technology, and innovation leaders, while remaining close enough to the operation to challenge decisions, remove barriers, and protect quality. Success requires a leader who can move fluently between executive strategy and the operational detail of how marketing work is planned, produced, activated, measured, and optimized.
LEADERSHIP MANDATE Set direction • Scale operations • Industrialize AI
Job Responsibilities
Strategy, Thought Leadership & Growth
- Set the strategic agenda and market point of view: Define positioning, growth priorities, the multi-year roadmap, and investment agenda; advise senior executives and lead market-facing thought leadership.
- Productize and grow the business: Build modular offerings, reference operating models, accelerators, commercial constructs, and go-to-market plans; shape complex opportunities and own pipeline, bookings, revenue, margin, and investment.
- Build executive and ecosystem relationships: Serve as a trusted adviser to client and Deloitte leaders and mobilize alliances and specialist partners around priority propositions and outcomes.
- Build market credibility: Lead thought leadership, executive forums, alliance narratives, case studies, and market-facing points of view that establish a differentiated position in marketing operations and managed services.
Marketing Operations & Enterprise Scale
- Provide end-to-end domain direction: Challenge the design and performance of operations across marketing demand and workflow, campaigns and media, CRM and personalization, creative and content supply chain, MarTech platforms, data, analytics, and measurement.
- Design the operating system: Define roles, handoffs, service boundaries, playbooks, controls, governance, and measures across retained marketing teams, agencies, technology partners, and global delivery.
- Build and scale enterprise operations: Set up, transition, stabilize, and expand multi-account, multi-tower operations supporting 300–1,000+ practitioners; standardize and reuse while protecting brand, creative, customer, market, and regulatory context.
- Scale operational delivery: Set priorities and govern service quality, capacity, risk, financial health, resilience, and continuous transformation; act as the senior escalation point when outcomes are at risk.
AI-Enabled Transformation & Performance
- Set a value-led AI and automation agenda: Prioritize analytics, automation, GenAI, and agentic use cases across intake, workflow, content, quality assurance, campaign operations, reporting, optimization, and knowledge management.
- Scale innovation into live operations: Sponsor initiatives from business case through production, adoption, and benefits realization; redesign processes, roles, skills, controls, KPIs, staffing, and commercial assumptions as work changes.
- Govern trust and performance: Establish responsible AI, data, privacy, security, intellectual property, and human-oversight guardrails, with scorecards covering marketing outcomes, SLAs, quality, productivity, innovation, financials, and risk.
Enterprise & Talent Leadership
- Lead through leaders: Build the organization and leadership system, clarify accountabilities, align multidisciplinary teams, coach senior leaders, and create succession depth.
- Build a differentiated talent model: Combine marketing craft, platform expertise, operational rigor, consulting capability, and AI fluency; mobilize consulting, creative, media, technology, data, finance, risk, talent, and alliance teams around a shared direction.
Location: Hyderabad / Chennai
Education: Bachelor’s degree required; postgraduate qualification or MBA preferred.
Experience
- Senior leadership experience: 18+ years of professional experience, including at least 10 years leading large-scale marketing operations, agency delivery, digital operations, or managed services and a minimum of 5 years in executive leadership roles.
- Proven build-and-scale track record: Demonstrated experience setting up, transitioning, stabilizing, and scaling global or enterprise operations, including organizations of approximately 300–1,000+ team members.
- Deep marketing operations credibility: Strong operational understanding across multiple marketing domains such as campaign and media operations, CRM and lifecycle marketing, creative and content supply chain, MarTech operations, customer journey orchestration, data, analytics, and measurement.
- AI and automation leadership: Evidence of identifying, sponsoring, and scaling automation, analytics, GenAI, or agentic initiatives within live operations, with responsibility for adoption, controls, operating-model change, and measurable benefits—not only pilots or technology implementation.
- Commercial and P&L ownership: Experience owning a multi-million-dollar portfolio or P&L and making decisions across growth, pricing, investment, margin, capacity, utilization, and risk.
- Global delivery and transformation: Experience leading distributed onshore, nearshore, and offshore models and large transformation programs across multiple clients, geographies, or service towers.
- Executive client leadership: Credibility with senior marketing, customer, digital, technology, operations, and procurement stakeholders and the ability to influence strategic decisions in complex client environments.
- Thought leadership and market orientation: A clear point of view on the evolution of marketing operations, agency models, platforms, data, AI, and managed services, with the ability to convert that perspective into propositions and client conversations.
- Leadership judgment: Strong analytical, commercial, organizational, negotiation, and influencing skills, with the ability to make timely decisions, manage ambiguity, and provide calm direction during high-stakes delivery situations.
The team
Our Digital Foundry Operate & Innovations (DFO&I) team helps organizations design, build, transition, and scale digital products, experiences, and operations that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, data specialists, and operators, we connect the work of transformation with the discipline of ongoing operations. Our capabilities span the digital lifecycle from research, experience and platform design through content production, marketing automation, campaign operations, and continuous optimization—enabling clients to experiment, learn, and scale with confidence.
Preferred Skills, Project Experience & Certifications
- Marketing and technology platforms: Hands-on leadership exposure to major marketing ecosystems such as Adobe, Salesforce, Google, Meta, HubSpot, Marketo, Braze, leading media platforms, workflow tools, content platforms, and analytics environments.
- Operating excellence and transformation methods: Experience applying Lean, Six Sigma, process intelligence, service management, Agile, product management, or equivalent methods to redesign and improve live operations.
- Enterprise technology programs: Experience steering complex MarTech, data, cloud, workflow, or digital transformation programs and integrating those capabilities into managed operations.
- Responsible AI and data governance: Understanding of data privacy, information security, intellectual property, model risk, human oversight, and governance requirements relevant to AI-enabled marketing operations.
- Professional certifications: Relevant certifications in marketing platforms, analytics, AI, Agile, Lean Six Sigma, cloud, or program management are advantageous, but are not a substitute for demonstrated leadership and operational outcomes.
- Global mobility and collaboration: Flexibility to travel as required and work effectively with clients and teams across geographies and time zones.
