Deepanker Gupta
Manager - Marketing Operations
Delhi
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
12
12
years of professional experience
2
2
Certificates
Work History
Manager - Marketing Operations
Hogarth Studios
08.2023 - Current
- Collaborate with Core Marketing Engineering (CME) and Platform Operations (POPs) teams to define and agree on requirements, communicate business needs and technical constraints, and describe current functionality, field requests, and solution feasibility.
- Regularly connect with Design and Development teams to provide feedback on user interface, experience, and functionality, and help them understand business logic and user cases. Conduct and facilitate User Acceptance Testing (UAT), including preparation, testing, feedback tracking, and post-testing reviews.
- Provide ongoing support and maintenance for new features, templates, or programs by triaging and coordinating bug resolution with CME and POPs teams, and communicating status and timelines to end users and stakeholders.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Established team priorities, maintained schedules and monitored performance.
Consultant - Campaign Execution
Hogarth Studios
12.2021 - 07.2023
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Identify and resolve tool issues and enhancements, escalating unresolved issues to clients or stakeholders, and document and communicate resolutions to teams.
- Lead training, testing, and pilots for new services or updates, coordinate user acceptance testing (UAT) and feedback management, and manage small to medium-sized projects, including tasks, risks, milestones, deliverables, reporting, and schedules.
Specialist - Campaign Execution
Hogarth Studios
1 2020 - 12.2021
- Serve as global first point of contact (FPOC) for service delivery hubs and clients, and manage documentation, consultation, and updates related to processes and infrastructure.
- Present weekly reports and findings to clients, and act as platform owner and escalation point, leading resolution efforts on delivery hub side.
- Provide expertise and resolve escalated issues in consultation with service delivery hub operations and clients, handling troubleshooting and queries from different delivery hubs and stakeholders.
- Identify and resolve tool issues and enhancements, escalating unresolved issues to clients or stakeholders, and document and communicate resolutions to teams.
- Ensure complete and consistent handover of open items and responsibilities, define and manage delivery for new service onboarding or extensions, and collaborate with Process Team on new service launches and process development.
- Lead training, testing, and pilots for new services or updates, coordinate user acceptance testing (UAT) and feedback management, and manage small to medium-sized projects, including tasks, risks, milestones, deliverables, reporting, and schedules.
Application Development Team Lead
Accenture
05.2018 - 01.2020
- Client Project Support and Analysis : Analyze and support client projects and assignments related to service offerings, managing projects across geographies in digital marketing domain at executional and operational levels.
- Marketing Initiatives : Support all marketing initiatives, including email marketing, event marketing, content marketing, lead generation, lead nurturing, and lead engagement, and manage all email campaigns (promotional, relational, post-booking, and auto-triggered).
- Workflow and Quality Management : Ensure smooth workflow within team, deliver projects with high quality, manage SLAs and LTPS for various tasks, and skillfully handle new tasks and duties assigned by higher management.
- Stakeholder Coordination and Performance Monitoring : Coordinate with internal and external stakeholders to ensure product features meet agreed-upon criteria, monitor and report on standards and performance targets, and analyze campaigns based on metrics like CTR, conversion rate, sales rate, and response rate.
- Training and Automation : Mentor and train new team members, provide product and process knowledge, understand and implement automation and process improvements, and support and train teams to deliver value, drive performance, and report on campaign measurement and ROI.
Team Lead
Wunderman/MSC
01.2017 - 05.2018
- Team Management : Lead a team of Marketo and UI developers for marketing deliverables, such as emails, and onboard and manage marketing automation tool, Certain.
- Client Requirements and Issues : Establish a robust requirement-gathering format for clients, identify issues affecting marketing deliverables, and recommend solutions to Microsoft Team.
- Performance and Process Improvement : Produce accurate reports on team performance, manage SLAs and LTPS for various tasks, continuously improve marketing deliverable process, and incorporate lessons learned and best practices.
- Stakeholder Coordination and Standards Monitoring : Coordinate closely with internal and external stakeholders to ensure product features meet agreed-upon criteria, monitor and report on standards and performance targets, and prepare root cause analysis for problems.
- Automation and Reporting : Understand, introduce, and grow automations and superior process enablers, report process-related progress to management, and oversee/review Operation QA process, including review calls and QA results.
- People Management and Development : Lead and mentor a team of product management professionals, conduct regular 1-on-1 and team meetings, and create, maintain, and improve SOPs, policies, procedures, processes, training, and production.
Senior Analyst - Campaign Execution
Wunderman/MSC
07.2015 - 01.2017
- Head transition of Microsoft Partner Project for Implementation of campaigns using Marketing Automation Tools (Marketo/Certain)
- All phases like Requirement Analysis, Development, Testing and Post Implementation Support
- Single handedly onboarded multiple projects with numerous client appreciations on abovementioned platforms
- Test cases, Analysis documents and creating knowledge base and in giving process related trainings
- Improving product quality and customer communications
- Designing and implementing complete client setup using mapping and requirement documents
- Extensive hands-on experience in end-to-end implementation of campaigns.
Senior Technical Support Executive
Benchmark Email
1 2014 - 6 2015
- Improved customer satisfaction by resolving complex technical issues in a timely manner
- Streamlined technical support processes for quicker issue resolution and increased customer retention
- Managed high volume support tickets, maintaining efficient response times and high-quality resolutions
- Proactively identified potential system vulnerabilities and implemented necessary security measures to ensure data protection
- Used ticketing systems to manage and process support actions and requests
- Diagnosed and troubleshot hardware, software and network issues
- Email Marketing Tools, A/B Testing, Personalized mails & Dynamics Mails following best email practices
Technical Support Executive
Benchmark Email
06.2012 - 12.2013
- Understanding client requirement, executing task and moving towards its closure
- Creating basic Email Layouts and deploying same
- Ensuring best conversion rate for deployments.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency
- Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment
- Responded to customer inquiries and provided technical assistance over phone and in person
Skills
Agile Project Management
Stakeholder Management
Marketing Automation Platform Expert (eg Marketo, Benchmark, Constant Contact, MailChimp)
Basic Knowledge of HTML, CSS
Events Solutions: Event Management Center (Dynamics 365), Certain and WWE (Worldwide Events)
Certification
Certified Scrum Product Owner, ScrumAlliance
Timeline
Certified Scrum Product Owner, ScrumAlliance
06-2024
Manager - Marketing Operations
Hogarth Studios
08.2023 - Current
ON24 Presenter and Webcast Elite Certification
12-2022
Consultant - Campaign Execution
Hogarth Studios
12.2021 - 07.2023
Application Development Team Lead
Accenture
05.2018 - 01.2020
Team Lead
Wunderman/MSC
01.2017 - 05.2018
Senior Analyst - Campaign Execution
Wunderman/MSC
07.2015 - 01.2017
Technical Support Executive
Benchmark Email
06.2012 - 12.2013
Specialist - Campaign Execution
Hogarth Studios
1 2020 - 12.2021
Senior Technical Support Executive
Benchmark Email
1 2014 - 6 2015
Education
- Completed Bachelor of Technology (H) in Computer Science from Maharaja Agarsain Institute of Technology under Gautam Buddh Technical University, UP, India.
- Completed Higher Secondary, Maharaja Agarsain Public School in 2008 (CBSE Board) with 80.6% aggregate
- Completed Secondary, Maharaja Agarsain Public School in 2006 (CBSE Board) with 67.6% aggregate
Education
- Completed Bachelor of Technology (H) in Computer Science from Maharaja Agarsain Institute of Technology under Gautam Buddh Technical University, UP, India.
- Completed Higher Secondary, Maharaja Agarsain Public School in 2008 (CBSE Board) with 80.6% aggregate
- Completed Secondary, Maharaja Agarsain Public School in 2006 (CBSE Board) with 67.6% aggregate