Senior Support Manager
India
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Job Description
Senior Support Manager
Bengaluru, Karnataka

Job Summary

We are looking for a Digital Marketing Shared Services professional responsible for managing multiple digital marketing sub-tracks, including Digital Demand, E-commerce Operations, Analytics, and Marketing Automation. The role requires strong operational ownership, stakeholder management skills, team leadership capabilities, and the ability to drive continuous improvements across marketing operations.

Key Responsibilities

Digital Marketing Operations Management

  • Manage end-to-end operations across Digital Marketing shared services tracks including:
  • Digital Demand Operations, E-commerce Operations and Analytics, Marketing Automation
  • Marketing Analytics & Reporting
  • Ensure smooth execution of daily operational activities, process adherence, and SLA compliance.
  • Identify operational gaps and drive process improvements to enhance efficiency and quality.
  • Stakeholder Management
  • Act as the primary point of contact for business stakeholders and internal teams.
  • Build strong relationships with marketing, business, technology, and operations teams.
  • Understand business requirements and ensure effective execution through the shared services team.
  • Manage escalations and provide timely resolutions.
  • Business Reviews & Reporting
  • Prepare and lead governance meetings including: WBR, MBR, QBR
  • Track operational metrics, KPIs, SLAs, productivity, and quality performance.
  • Provide insights, risks, action plans, and improvement recommendations to stakeholders.
  • Team Management & Leadership
  • Lead, mentor, and manage the Digital Marketing operations team.
  • Drive daily/weekly operational calls with teams and stakeholders.
  • Monitor workflow, dependencies, risks, and delivery timelines.
  • Maintain operational documentation, process trackers, and dashboards.
  • Support implementation of new tools, platforms, and process enhancements.
  • Required Skills & Experience
  • 10+ years of experience in Digital Marketing Operations / Marketing Shared Services / Marketing Operations.
  • Experience in stakeholder management and leading business governance forums.

Skill Requirements

  • Experience with marketing automation platforms and CRM tools.
  • Knowledge of digital analytics, campaign operations, and e-commerce processes.
  • Experience working with global teams and cross-functional stakeholders.
  • Strong presentation and reporting skills.

Other Requirements

Education & Experience

  • Bachelor’s degree or MBA.
  • years of experience in 10+.

Key Performance Indicators (KPIs)

  • Leadership & People Management
  • Stakeholder Management
  • Operational Excellence
  • Strategic Thinking
  • Data-Driven Decision Making
  • Process Improvement
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.