Digital Operations and Client Lead

Role: Digital Operations and Client Lead – CRM, Content & Analytics

Reporting to: Performance Lead – Digital & Martech

Location: Gurgaon

Leads: SFMC campaign ops, Digital Content Hub, Client Engagement for Analytics

About Us: VML, a WPP company, is a global powerhouse born from the unification of Wunderman Thompson and VMLY&R — two of the world's most powerful and accomplished creative agencies with complementary capabilities and geographic strengths. We have an industry-unique opportunity to provide our client partners with a fully integrated offering across brand experience, customer experience and commerce practices — powered by deep data and technology experience.

For more information, visit www.vml.com

Roles & Responsibilities:

As the Digital OperaQons and Client Lead, one will oversee the daily operations of Ford’s digital transformation programs across CRM, distributor content, and analytics. Responsible for managing teams and implementation of scaling Salesforce Marketing Cloud (SFMC) across multiple markets, ensuring seamless campaign deployment, content readiness, and cross-market operational excellence. Also, as a lead on Ford’s regional Distributor Content Centre of Excellence, supporting distributor and dealer network content needs, while serving as a governance point for Performance Analytics client support—ensuring teams are set up for delivery success.

This is a hybrid role that blends program governance, project management, team leadership and client interface.

You’ll act as an operational glue across markets, clients and delivery teams, making sure the machine runs smoothly.

CRM & Salesforce Operations

• Lead end-to-end operations of Salesforce Marketing Cloud across 8+ Ford IMG markets.

• Oversee campaign briefing, journey building, QA, deployment and localisation processes.

• Translate creaQve and lifecycle strategies into scalable SFMC journeys across email, WhatsApp, Push, and SMS.

• Ensure platform stability and continuous improvement through data QA, automation audits, and performance tracking.

• Support legacy SAP-to-SFMC migration workflows in collaboration with CRM Leads and external integrators. Content Operations (Dealer & Distributor Enablement)

• Lead the content delivery operations for Ford’s regional Distributor & Dealer Digital Enablement programs.

• Manage a centralised team that localises and distributes digital assets across Southeast Asia, Middle East, and South Africa.

• Ensure dealer-facing content (offers, banners, landing pages, campaigns) is Qmely, accurate, and market-relevant.

• Implement digital content standards, version control, and delivery SLAs across markets.

Client Interface & Performance Analytics Support

• Serve as project operations lead and interface between the Marketing Science / Analytics team and market clients.

• Coordinate calendars, briefing systems, and response management to ensure analytics requests are triaged and responded to.

• Ensure all analyQcs requests have the operational resourcing, PM tracking, and senior visibility needed for successful delivery—without directly managing analysis workstreams.

Operational Governance

• Build and maintain campaign runbooks, content checklists, and SOPs for cross-market repeatability.

• Define roles, responsibilities, and delivery cadences across CRM ops, content delivery, and analytics enablement teams.

• Track key CRM metrics (open, click, conversion) and content delivery SLAs.

Skills and Competencies:

• 7–12 years in CRM, Digital Marketing Operations, or Martech Program Management.

• Salesforce Marketing Cloud certification or hands-on platform deployment experience.

• Understanding of content production workflows, asset delivery, localisation, and asset libraries.

• Exposure to analyQcs workflows, stakeholder engagement, and triage systems (e.g., Jira, Smartsheet)

• A cross-functional collaborator with high emotional intelligence and project discipline.

• A delivery-first operator who can coordinate across content, CRM, and analytics without doing everything directly.

• Someone who enjoys structuring chaos into processes and building high-functioning global teams.

• A former group account director or program manager with strong CRM platform understanding.