VIKAS THORAT
Mumbai
Summary
Results-oriented Mar-Tech professional with 18+ years of experience in Marketing Operations, Content Strategy, and Digital Transformation. Proven ability to streamline marketing strategies, optimize omnichannel campaigns, and drive digital transformation. Adept at collaborating with global clients across North America, Europe, and APAC to implement data-driven marketing initiatives for the Life Sciences and FMCG sectors.
Overview
18
18
years of professional experience
Work History
Engagement & Omnichannel Manager (GSK & ViiV)
Accenture Solutions Pvt Ltd
03.2023 - Current
- Lead marketing engagement operations and omnichannel CX & DDCx campaigns across ViiV direct markets, ensuring seamless execution
- Engage with digital partners (Commercial & Medical teams) to identify bottlenecks in campaign planning, execution, and process efficiency, implementing agile solutions
- Supervise a team of 15 Digital Project Managers (DPMs) supporting markets across Europe, APAC, and North America
- Orchestrate data-driven omnichannel campaigns, implementing automation and performance optimization strategies
- Conduct market-specific training, coaching, and mentorship for Digital Project Managers to enhance operational efficiency
- Act as the primary escalation & mitigation point for market KPI success and digital governance initiatives
- Oversee content production governance, process alignment, and knowledge transfer to ensure timely campaign execution
- Act as a liaison between senior leadership, stakeholders, and operational teams, ensuring effective communication and compliance
- Prepare and present biweekly medical insights to GSK Medical Leads and facilitate governance meetings
- Lead governance initiatives by showcasing best practices, value stories, and operational innovations
- Manage internal cadence, including weekly stand-ups, MBR, QBR, and GEMBA client visits
- Support budget management for operations in collaboration with the Commercial team
Digital Project Manager (GSK & ViiV)
Accenture Solutions Pvt Ltd
03.2019 - 03.2023
- Led multi-channel marketing campaigns, ensuring projects remained within scope, schedule, and quality benchmarks
- Managed teams of developers, quality analysts, and deployment specialists to execute digital projects efficiently
- Served as the single point of contact (POC) for business and technical stakeholders, facilitating critical decision-making
- Conducted requirement gathering & analysis to define clear project scopes and mitigate scope creep
- Maintained comprehensive project documentation and governance reports, integrating insights into Power BI dashboards
- Led risk & issue management, proactively identifying and mitigating potential project risks
- Captured and documented lessons learned post-project completion, ensuring process improvements for future projects
Digital Project Manager (Merck)
Accenture Solutions Pvt Ltd
12.2017 - 03.2019
- Acted as the primary liaison between internal and external stakeholders for end-to-end project execution
- Led the design and production of digital assets, including websites, microsites, eDetail presentations, email marketing campaigns, and digital banners
- Managed budget estimations, scope definition, and technical coordination with developers and QA teams
- Conducted daily stand-ups with stakeholders and technical teams, ensuring smooth project execution
- Developed and presented weekly/monthly project reports to senior stakeholders
Program Management Specialist (AstraZeneca)
Accenture Solutions Pvt Ltd
05.2011 - 12.2017
- Managed program & project execution, ensuring seamless digital transformation initiatives
- Led cross-functional teams, implementing process improvements to enhance service delivery
- Developed and executed customer experience strategies, improving CSAT and SLA adherence
Senior Customer Service Associate
UnitedHealth Group, Wipro Limited
08.2008 - 09.2010
- Provided customer support for healthcare insurance claims and benefits administration
- Ensured compliance with U.S
- Healthcare regulations, delivering high-quality client interactions
Customer Service Executive
Reliance Broadband Services
04.2007 - 08.2008
- Handled technical troubleshooting for broadband services, ensuring high first-call resolution rates
- Conducted training sessions for new hires, improving overall service efficiency
Education
Bachelor of Science - Zoology
Mumbai University
01.2011
Higher Secondary Certificate -
Mumbai Board
01.2006
Skills
- Program and Project Management
- Digital marketing
- Omni-Channel Marketing
- Customer experience
- Operations Management
- Reporting and Governance
- Risk management
- Recruiting and interviewing
- Performance evaluations
- Change management
- Vendor management
- Stakeholder engagement
- Campaign management
- Data analysis
- Team leadership
- Agile methodologies
- Process optimization
- Cross-functional collaboration
- Content management
- Analytics
- Marketing Automation
Websites
Accomplishments
- Client Transition Management, Successfully managed an 8-week transition of operations from client sites to offshore delivery teams.
- Process Documentation, Created detailed process documentation and conducted training for client teams.
- Presented at the ViiV Annual Summit in London, UK - 2023 & 2024
Training
- Client Relationship Management
- Digital Marketing Certification
- Operational Excellence (Opex Management)
- Effective Business Writing
- Decision-Making & Problem-Solving
- Business Continuity Management
Key Skills And Expertise
- Project Management - Planning, Risk Management, Transition Planning, Project Delivery
- Leadership & Performance Management - Team Development, Training, KPI Management
- Omnichannel Marketing - Campaign Execution, Data-Driven Marketing, Automation
- Operations Management - Change Management, Client Relationship Management
- Governance & Compliance - Stakeholder Reporting, Process Optimization
Timeline
Engagement & Omnichannel Manager (GSK & ViiV)
Accenture Solutions Pvt Ltd
03.2023 - Current
Digital Project Manager (GSK & ViiV)
Accenture Solutions Pvt Ltd
03.2019 - 03.2023
Digital Project Manager (Merck)
Accenture Solutions Pvt Ltd
12.2017 - 03.2019
Program Management Specialist (AstraZeneca)
Accenture Solutions Pvt Ltd
05.2011 - 12.2017
Senior Customer Service Associate
UnitedHealth Group, Wipro Limited
08.2008 - 09.2010
Customer Service Executive
Reliance Broadband Services
04.2007 - 08.2008
Bachelor of Science - Zoology
Mumbai University
Higher Secondary Certificate -
Mumbai Board
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