Delivery Lead

EXL•New York, NY

About The Position

The Delivery Lead acts as a trusted client partner and the onshore face of EXL for Communications, Media & Entertainment (CME) accounts. The role works across the client’s buying center, leads onshore requirements gathering and engagement governance, and partners with internal EXL teams to deliver outcomes and grow the account. The role combines delivery leadership, marketing-technology knowledge, and the ability to identify and convert new opportunities. The position also serves as a thought leader, providing cross-functional leadership across GT functions to advance EXL Unified Cloud architecture, design, and processes. It establishes productive partnerships with BU technical teams to deliver business solutions and proactively leads cross-functional initiatives that improve cloud usage, stability, and business value.

Requirements

At least 8 years of experience in IT services, consulting, or digital/marketing services, with substantial experience in client-facing delivery leadership.
Solid understanding of the Communications, Media & Entertainment industry, including telco, media, entertainment, publishing, sports, airlines, and hospitality.
Awareness of industry trends including streaming, subscriber growth and churn, personalization, loyalty, audience monetization, and the shift to first-party data.
Working knowledge of the marketing ecosystem, including content strategy, supply chain, production and operations; web/app analytics, attribution, measurement and reporting; CDPs, marketing automation, CRM and data integration; and campaign execution, audience segmentation, personalization and omnichannel journeys.
Strong familiarity with Marketing and Experience Cloud products, such as Adobe Experience Cloud (AEM, AEP, Adobe Analytics, Target, Campaign, Marketo, Workfront), Salesforce Marketing Cloud, and similar platforms.
Proven experience managing multi-workstream programs and distributed onshore/offshore teams.
Demonstrated success growing accounts by identifying opportunities and working with sales and solutioning teams.
Strong requirements-gathering, stakeholder-management, and executive-communication skills.
Experience with Agile and hybrid delivery models and with P&L, budget, and commercial management.
Bachelor’s degree or post-bachelor degree; the posting also specifies a bachelor’s degree in Engineering, Business, or Marketing.

Nice To Haves

Experience in a services firm supporting enterprise CME clients.
Exposure to data-, AI-, and GenAI-led marketing transformation.
Certifications in Adobe, Salesforce, or other martech platforms, or in PMP, Agile, or SAFe.
MBA preferred.

Responsibilities

Build and maintain senior relationships across the client’s buying center, including marketing, digital, data and analytics, technology, procurement, and business leadership.
Serve as the primary point of contact for strategic conversations, escalations, and executive reviews.
Run weekly syncs, monthly operating reviews, and quarterly business reviews.
Understand client priorities, pain points, and roadmaps and position EXL as a long-term strategic partner.
Identify, qualify, and shape account opportunities, including new use cases, adjacent teams, and scope expansion.
Convert delivery relationships into upsell and cross-sell opportunities across content, analytics, martech, and activation.
Work with EXL sales, solutioning, and practice teams on proposals, statements of work, and pitches.
Maintain an account growth plan with pipeline, targets, and white-space analysis.
Lead onshore delivery, including requirements gathering, scoping, and prioritization with client stakeholders.
Translate business needs into requirements, user stories, and delivery plans for offshore teams.
Ensure delivery quality, timelines, and budgets, and track SLAs, KPIs, and client satisfaction.
Proactively manage risks, dependencies, and change requests.
Mentor onshore and offshore team members and foster a collaborative delivery culture.
Partner with EXL leadership, domain experts, and analytics, digital, data, and AI capability teams to bring suitable solutions and talent to the client.
Coordinate onshore and offshore teams for seamless execution.
Share client insights, market trends, and competitive intelligence internally to strengthen EXL’s value proposition.
Provide cross-functional leadership across GT functions to advance EXL Unified Cloud architecture, design, and processes.
Establish productive partnerships with BU technical teams in delivering BU business solutions.
Lead or participate in cross-functional initiatives to improve cloud usage, stability, and business value.