Marketing Service Team Lead

The purpose of the position is to build, lead and continuously develop an integrated team responsible for the reliable and efficient delivery of operational marketing services across web, social media, email and marketing automation, as well as SEO/GEO. The role ensures consistent execution based on clearly defined services, processes, service levels and quality standards, while enabling effective collaboration with global channel owners and business stakeholders.

In addition, the position manages service demand, capacity, performance and costs; coordinates relevant agency and technology partners; and drives continuous improvement through standardization, automation, data and AI. The ultimate goal is to provide scalable, compliant and high-quality marketing services with strong customer satisfaction and measurable business value.

Hlavné zodpovednosti

• Team Leadership: Build, lead, motivate and develop the Marketing Service Team; establish clear roles, priorities and ways of working and ensure reliable day-to-day delivery.
• Service Delivery Management: Ensure efficient end-to-end execution of operational services across web, social media, email and marketing automation, and SEO/GEO in line with agreed service levels and quality standards.
• Demand and Capacity Management: Manage incoming requests, priorities, workload and team capacity in close collaboration with channel owners and internal customers; ensure transparency and timely escalation.
• Process, Quality and Compliance: Establish and maintain standardized processes, documentation and quality controls; ensure compliance with brand, legal, data privacy, accessibility and platform requirements.
• Performance Management: Define, monitor and report operational KPIs such as ticket volumes, turnaround times, SLA adherence, quality, rework, utilization, customer satisfaction and cost efficiency.
• Continuous Improvement and Innovation: Identify and implement opportunities for simplification, automation and AI-supported service delivery; foster knowledge sharing and scalable best practices.
• Stakeholder and Provider Management: Serve as the operational interface to global channel teams, business stakeholders, IT and other functions; manage and coordinate agencies, vendors and technology partners where required.
• Budget and Cost Control: Plan, monitor and optimize service-related budgets and costs and contribute to sourcing, consolidation and make-or-buy decisions.