Search Engine Optimization Manager

Location : Lahore, Islamabad, Karachi

Essential :

• 6–7 years of experience in CX Operations, CRM, Digital Marketing, or Analytics, ideally within FMCG or similar large-scale organizations.
• Proven leadership of cross-functional marketing or digital operations teams.
• Solid understanding of consumer journey mapping, campaign management, data analytics, and digital ecosystems.
• Experience managing multi-market or regional delivery teams, balancing standardization with local adaptation.
• Strong project and people management skills, with a track record of delivering results through teams.
• Demonstrated ability to manage capacity, prioritize workload, and navigate complex stakeholder environments

Education / Qualifications / Certifications Required

• Bachelor’s degree in Marketing, Business, or related field (mandatory).
• Postgraduate qualifications or certifications in Digital Marketing, CRM, or Data Analytics (preferred).
• Project management certifications (e.g., Agile, Scrum, PMP) are an asset.

ACCOUNTABILITIES

Operational

• Lead end-to-end delivery of CX operations across CRM, Social Media, Web Ops, and CX Analytics for the DRBU/area.
• Manage day-to-day performance of CX operations, ensuring KPIs, SLAs, and quality standards are met consistently.
• Oversee resource and capacity planning for the DRBU CX team, ensuring optimal workload distribution and timely delivery.
• Ensure CX initiatives and tools are implemented in line with global frameworks and regional priorities.
• Coordinate the execution of CX campaigns, reporting cycles, dashboards, and performance reviews across channels

Leadership

• Lead, coach, and develop the DRBU CX team to deliver operational excellence across all CX functions.
• Foster a high-performing culture focused on collaboration, agility, and continuous improvement.
• Build CX capability within the team, ensuring readiness to adopt new tools, methodologies, and best practices.
• Act as a role model for data-driven, consumer-centric thinking across regional marketing and trade teams.

Management

• Manage CX operational budgets, where relevant ensuring optimal allocation of resources and cost efficiency.
• Ensure all CX activities are delivered within defined timelines, budgets, and scope.
• Conduct regular performance reviews with direct reports, tracking KPIs and development progress.

Relationship

• Serve as the primary CX liaison for the DRBU, connecting local market teams with global and regional CX leadership.
• Partner with marketing, commercial, and digital stakeholders to ensure CX initiatives directly support business objectives.
• Maintain close collaboration with GBS hubs to ensure efficient delivery and service excellence.
• Represent the DRBU CX function in regional and global forums, sharing insights, challenges, and best practices.

Innovation

• Drive operational innovation through automation, data visualization, and workflow optimization.
• Identify opportunities to improve the consumer journey, campaign effectiveness, and data utilization.
• Encourage experimentation and sharing of best practices within the regional CX community.
• Support pilots of new CX tools, platforms, or methodologies in partnership with Global CX and IDT teams.