Raj Kiran D V
Senior Operations Manager
Mysuru
Summary
Accomplished digital marketing professional with over 15 years of experience in leading operational teams and driving results in AdTech and MarTech environments. Expertise in digital strategy, analytics, and automation, supported by certifications in Datorama, Google Data Studio(Looker Studio). Skilled in onboarding new projects and facilitating knowledge transfer while effectively coordinating with clients and cross-functional teams, including pre-sales and account management. Seeking a position as Associate Director or Senior Manager of Operations to leverage strategic initiatives and enhance business processes.
Overview
17
17
years of professional experience
16
16
Certifications
1
1
Language
Work History
Senior Operations Manager
MarketOne
11.2024 - Current
- Oversee day-to-day functions spanning operations, project management, people management, and more as it pertains to the Digital Production team.
- Project Management – ensure all the clients are managed effectively and efficiently, across the three regions; great rapport with the clients and internal stakeholders to ensure continued confidence in the team.
- Resource Management – making sure everyone in the team is working efficiently and workload is shared accordingly. Advocate of follow-the-sun model and working closely with other Managers and Leads to ensure the work is being completed according to client SLAs.
- Team Management, including PTO, Work from home, Mentoring, Training, back-up plan for all projects, regular feedback sessions, ensuring smooth delivery of annual reviews, recognizing team members that are going above and beyond through monthly awards or quarterly recognitions, setting KPIs at a team level and individual level.
- Working closely with the Manager(s) and Lead(s) to manage the International and India based clients and ensure the accounts are working smoothly.
- Approve Incident reports in case of errors, prior to being shared with Global VP of Production and follow up to ensure the processes set in place will be adhered to, to minimise any future errors.
- Manage client and internal escalations in a timely manner.
- Produce an org chart that thoroughly addresses the client and team’s requirements and sets the team for success.
- Hire responsibilities within the team; ensuring right skillset to support our clients, within the salary band identified.
- Ensure company and departmental processes are being followed.
- Ensure documentation is up to speed across all clients / projects globally.
- Create efficiencies within the team (processes, ways of working, etc.).
- Coordinating and working with the other Manager (s) to ensure one efficient and productive team.
- Delegate tasks to Managers / Leads to ensure shared responsibility and work-life balance.
- Empower the team by increasing the responsibility assigned to team members.
- Support the Global VP of Production on all areas / projects.
- Drive performance and set the team for success.
- Ensure reporting metrics are in place to provide an adequate team / individual assessment.
Sr. Client Delivery Manager
Theorem India Pvt. Ltd
01.2022 - Current
- Key Result Area
- Managing a team of 50+ to support our global clients on Ad Ops (SSP & DSP), Social, Search, Reporting and Automation projects
- Scoping of new opportunities, develop proposals and participate in new Pitch Ins, QBRs & MBR presentations. Understanding their unique needs to provide high quality services and build relationships with clients
- Serve as the primary point of contact for clients, maintaining regular communication to understand their needs, provide project updates, and address any concerns
- Develop project plans, timelines, and resource allocation strategies to effectively manage project workflows and deliverables
- Championed the adoption of new technologies within the organization, providing training and support as necessary for successful implementation
- Streamlined communication between internal teams for improved efficiency in meeting project deadlines
- Collaborate with the team to monitor campaign performance metrics and key performance indicators (KPIs), analyzing data to identify trends, insights, and areas for optimization
- Initiated process improvements that led to faster response times and increased client satisfaction levels
- Provide leadership, guidance, and support to team members, fostering a positive and collaborative work environment conducive to creativity and innovation
- Ensure that digital marketing campaigns and deliverables meet quality standards and align with client expectations, conducting regular reviews and quality assurance checks
- Identify potential risks and challenges that may impact project success, proactively developing mitigation strategies and contingency plans to address them
- Encourage a culture of continuous improvement and innovation within the team, fostering creativity and exploring new ideas to drive business growth and client satisfaction
- Play a vital role while migrating manual work into automation via web-based application and manual automation
- Involves in ISO & ISMS Audits as an internal auditor and validates the process and records
- Proficient in Marketing Intelligence Platform - Datorama & Google Data Studio(Data import via API and Total Connect/Manual upload, Data Mapping, Data Categorization/Harmonization, Calculated Dimensions and Measurements, Data Visualization)
- Account Management - Serve as the main point of contact for clients, maintaining regular communication to understand their needs, objectives, and expectations
- Develop Master Service Agreements (MSA) that serve as overarching contracts governing the relationship between your company and the client
- Develop Statements of Work (SOW) that outline the specific details of each project or engagement, including deliverables and timelines etc.
- Include key terms and conditions related to scope of work, payment term, confidentiality, termination clauses, and any other relevant provisions
- Address any concerns or requests for modifications, seeking mutually beneficial solutions that balance the interests of both parties
- Clearly define project scope, objectives, assumptions, dependencies, and responsibilities of both parties.
- Build and nurture strong, long-term relationships with clients, earning their trust and confidence in our services
- Identify opportunities to upsell additional services or cross-sell complementary offerings to existing clients, increasing revenue and expanding the scope of the client relationship
- Educate clients on new digital marketing trends, technologies, and opportunities that could benefit their business
Client Delivery Manager
Theorem India Pvt. Ltd
01.2021 - 01.2022
- Key Result Area
Sr. Client Delivery Lead
Theorem India Pvt. Ltd
01.2020 - 01.2021
- Key Result Area
Sr. Technical Lead
Theorem India Pvt. Ltd
01.2018 - 01.2020
- Key Result Area
Technical Lead
Theorem India Pvt. Ltd
01.2016 - 01.2018
- Key Result Area
Team Coordinator
Theorem India Pvt. Ltd
01.2013 - 01.2016
- Key Result Area
Campaign Strategist
Hewlett Packard (HP)
01.2013 - 01.2013
- Key Result Area
Team Coordinator
Theorem India Pvt. Ltd
01.2011 - 01.2012
- Key Result Area
Reporting Analyst
Theorem India Pvt. Ltd
01.2009 - 01.2011
- Key Result Area
Education
M.Com - Commerce
Karnataka State Open University (KSOU)
01.2013
B.Com - Commerce
University of Mysore
01.2009
Skills
- Business Intelligence
- Dashboards
- People Management
- Digital Marketing
- Social Media Marketing
- Search Engine Marketing
- Reporting and Analysis
- Datorama
- Google Data Studio
Certification
Apr, 2024: ISO & ISMS Internal Auditor (Yet to receive the certification)
Accomplishments
- Client Retention
- Conducted internal audits, hygiene checks, time & task studies, and process re-engineering, resulting in the retention of one of our tier 1 clients who was previously at red alert.
- Automation
- Identified manually processed reports within our team and conducted analysis to identify areas suitable for automation. This effort resulted in automating over 50% of the manual reports.
- Upselling & Cross-selling
- Demonstrated the capabilities of reporting dashboard solutions and their benefits, enabling clients to monitor their campaigns and make decisions for optimization. This effort resulted in acquiring more business for the organization and creating new opportunities for the teams.
- Increase in Efficiency
- Conducted Time & Task studies to assess team members' efficiency and identify areas for improvement. Year-over-year, we demonstrated a 5% to 10% increase in efficiency, varying based on the nature of the work.
- Training
- Recruited freshers and conducted theoretical and practical training sessions in batches on Display, Social, Search, and Reporting activities. This initiative helped us manage attrition and ensured readiness for any new requirements.
Onsite Visit
- Company Name: Theorem India Pvt. Ltd
- Location: Australia (Sydney & Melbourne)
- Visa: Business Visa (Valid for 5 years, 2024 - 2029)
- Date: February 2024
- Purpose: Client Meetings, Handholding, and Knowledge Transfer (KT)
- Key Learnings: Understanding of Account Management Role & Responsibilities, Client Business and plans for the next FY
- Personal Visits: Singapore, Malaysia & Thailand
Timeline
Senior Operations Manager
MarketOne
11.2024 - Current
Sr. Client Delivery Manager
Theorem India Pvt. Ltd
01.2022 - Current
Client Delivery Manager
Theorem India Pvt. Ltd
01.2021 - 01.2022
Sr. Client Delivery Lead
Theorem India Pvt. Ltd
01.2020 - 01.2021
Sr. Technical Lead
Theorem India Pvt. Ltd
01.2018 - 01.2020
Technical Lead
Theorem India Pvt. Ltd
01.2016 - 01.2018
Team Coordinator
Theorem India Pvt. Ltd
01.2013 - 01.2016
Campaign Strategist
Hewlett Packard (HP)
01.2013 - 01.2013
Team Coordinator
Theorem India Pvt. Ltd
01.2011 - 01.2012
Reporting Analyst
Theorem India Pvt. Ltd
01.2009 - 01.2011
B.Com - Commerce
University of Mysore
M.Com - Commerce
Karnataka State Open University (KSOU)
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