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What can you expect in this role?

Reporting to the Operations Manager within our Integrated Marketing & Communication (IMC) team, the Senior Analyst, Operations contributes to operations initiatives and delivers on process and efficiency reporting requirements across the IMC team.

Definity is introducing a new IMC Operations capability as our IMC team deepens its relationships and impact across the business. The successful candidate will bring a mix of process focus, analytical expertise, and people skills to this new role. They understand business priorities and will support the Operations Manager to align team capacity to requirements and deliverables.

This role will have a meaningful impact on IMC efficiency and performance, and client satisfaction with IMC services.

Operations requirements span the lifecycle of distinct integrated marketing and communication programs, as well as across full business portfolios. Focus areas include:

  • Intake management, cross-functional integration, and resource assignment
  • Expectation management, service level monitoring, and reporting
  • Continuous improvement and integration of processes, workflows, external partners, and tools/technology

The Senior Analyst, Operations will monitor project efficiency, capture operational metrics, and report on opportunities for improvement.


Intake management and resource assignment

  • Supports the Operations Manager on intake, smart triage, and assignment of strategic, complex, or cross-functional integrated marketing and communication initiatives, ensuring alignment to priority and strategy
  • Contributes to the day-to-day intake of integrated marketing and communication non-complex requests and assigns requests to the appropriate individual or team, based on pre-defined criteria
  • Documents prioritization decisions and supports the flow of information across IMC teams and leaders

Continuous improvement

  • Recommends process improvements to continuously improve project kick-off, briefing, and other processes in team workflow
  • Evaluates technology and tool enhancements to strengthen workflow
  • Contributes to initiatives to acquire and integrate technology and tools for use by the full IMC department, e.g., martech, commstech, artificial intelligence, project management software, automation tools, campaign delivery tools, etc.
  • Supports key processes and requirements to support procurement processes in alignment with IMC leadership team and Enterprise Procurement colleagues

Service level monitoring and reporting

  • Understands, reports on, and identifies opportunities to improve the service experience with internal clients, with a focus on timeliness and quality
  • Delivers team efficiency and effectiveness dashboards and operational insights reports for publishing to IMC and business stakeholders at various levels of the organization
  • Monitors project execution and overall achievement of business goals through delivery of IMC programs and resourcing

What do you bring to the role?

  • 5+ years' experience in marketing operations, project/program operations, execution reporting and analysis, and/or marketing or communication agency operations
  • Skilled at managing flow and processes for a high volume of projects with varying complexity, stakeholders, and program owners
  • Experience working within project management platforms that support marketing and communication teams, e.g., Asana, Jira Work Management, or similar, and advanced skills in Excel, PowerPoint, and other Microsoft applications
  • Strong analytical mind and a passion for metrics and KPIs, and articulating them well in operations dashboards for executive and client review
  • Enthusiastic about staying up to date with the latest marketing, communication, and data trends
  • Proactively communicates information in a pragmatic, positive, and person-focused manner, layering excellent decision-making skills with a natural aptitude for observation
  • Brings a solid understanding of tools and technology to streamline and enhance marketing and communication operations and capabilities
  • Strong time management, and organizational skills, and a strategic thinker who is always looking for opportunities for continuous improvement and efficiency
  • Excellent verbal and written communication skills, collaboration skills, sound judgment, and well-developed measurement, analytical, and interpersonal skills
  • Remains calm and professional under pressure and performs well in a busy environment
  • Pays close attention to detail and understands effective business approaches to inspire customer confidence, teamwork, employee accountability and ownership, and flexibility

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