Transformation Manager
Location: London / Birmingham
Career Level: CL6
What we do?
As Accenture, we deliver meaningful customer experiences, which is the new battleground for brands. Marketers today are expected to deliver exceptional customer experiences at the right time, with every interaction – acknowledging the individual.With accelerating complexity, delivering a cohesive brand experience remains elusive. Our Clients, especially CMO’s, are looking for expert global partners who can create, innovate, activate and scale marketing operations programs that deliver increased impact, powerful customer experiences and marketing-led growth.
Role Overview:
As the Transformation and Operations Lead, you will be pivotal in driving operational efficiency and spearheading strategic transformation within our marketing agency.
You will take a client-centric approach to ensure our service supports the client’s strategic roadmap as we design, deliver and optimise global end to end customer communications and experiences.
Collaborating with leaders and subject matter experts across our agency you will develop, prioritise and deliver a pipeline of initiatives to enhance both how we work (productivity, profitability, and employee experience) and also how we innovate with our client (creating new more immersive and effective client experiences).
You will also manage and contribute to key processes and tool development: annual and quarterly demand planning, commercial reconciliations, SLA and KPI setting and adherence, SynOps workstack, to name a few.
You will have demonstrable experience of optimising and of embedding automation and/or GenAI into marketing processes, the T&O Lead builds strong relationships with SMEs and technical experts to push and deliver best results for our clients
You will report into the Global Delivery Lead and oversee the Transformation Manager and Operations Manager
Collaborate closely with back-office teams (CPMO, CFM, AFM, Legal) and front-office teams (Programme Management, Client Service Leads, Production, Department Heads, Regional Operations).
Form strong client partnerships with with JLR’s Marketing Services, Operations and Planning Director, as well as senior client leads across JLR’s global Brand, C&I, CX, and Regional teams.
Key Responsibilities:
- Leadership & Strategy: Manage the Transformation and Operations teams, ensuring alignment with the account’s strategic objectives - improving processes, tools, and workflows.
- Define & Optimise core agency processes and tools: across planning, in-flight management and commercial analysis. Prioritising initiatives based on impact and benefit to the service.
- Demand Planning: Oversee annual and quarterly planning cycles to optimize resources and meet operational goals.
- Continuous Innovation Pathway (CIP): Manage the CIP forum brining together innovation initiatives across the agency, supporting them to scale and tracking impact.
- Cross-Discipline Collaboration: Form and lead teams across functions to solve challenges and create solutions, working closely with back-office and front-office stakeholders.
- Business reporting: Developing internal and client repots to track operational success.
- Client Engagement: Build relationships with JLR’s senior operations leadership, ensuring alignment with their strategic needs and objectives.
Core KPIs:
- Support the account in meeting commercial profitability targets.
- Improving delivery efficiency and productivity.
- Enhancing employee experience.
- Aligning people, processes, and tools with strategic business goals.
- Support meeting our commercial KPIs, SLAs and contractual obligations