Delivery Lead

Location: USA | Experience: 8+ years | Function: Client Delivery & Account Growth | Reports to: Account / Practice Head, EXL

About the role

We are looking for a Delivery Leader who will act as a trusted client partner and the onshore face of EXL for Communications, Media & Entertainment (CME) accounts. You will work across the client's buying center, lead onshore requirement gathering and engagement governance, and partner with internal EXL teams to deliver outcomes and grow the account. The ideal candidate combines delivery credibility, deep marketing-technology knowledge, and a track record of identifying and converting new opportunities.

Responsibilities

• Client Partnership & Buying Center Engagement
  • Build and maintain senior relationships across the client's buying center, including marketing, digital, data/analytics, technology, procurement, and business leadership.
  • Act as the primary point of contact for strategic conversations, escalations, and executive reviews.
  • Run regular engagement connects: weekly syncs, monthly operating reviews, and quarterly business reviews.
  • Understand client priorities, pain points, and roadmaps to position EXL as a long-term strategic partner.
• Account Growth & Opportunity Identification
  • Identify, qualify, and shape new opportunities within the account: new use cases, adjacent teams, and expansion of scope.
  • 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, SOWs, and pitches.
  • Maintain an account growth plan with a clear pipeline, targets, and white-space analysis.
• Onshore Delivery Leadership
  • Serve as onshore lead to the delivery team, owning requirement gathering, scoping, and prioritization with client stakeholders.
  • Translate business needs into clear 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.
• Collaboration with EXL
  • Partner with EXL leadership, domain experts, and capability teams (analytics, digital, data, AI) to bring the right solutions and talent to the client.
  • Coordinate across onshore and offshore teams for seamless execution.
  • Share client insights, market trends, and competitive intelligence internally to strengthen the value proposition.

Requirements

• Domain: CME Industry Knowledge
  • Solid understanding of Communications, Media & Entertainment, including telco, media, entertainment, publishing, sports, airlines, and hospitality.
  • Awareness of industry trends such as streaming, subscriber growth and churn, personalization, loyalty, audience monetization, and the shift to first-party data.
• Marketing Landscape Expertise
  • Working knowledge of the marketing ecosystem:
    • Content: content strategy, supply chain, production, and operations
    • Digital Analytics: web/app analytics, attribution, measurement, and reporting
    • Martech: CDPs, marketing automation, CRM, and data integration
    • Activation: 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.
• Delivery & Client Management
  • 8+ years of experience in IT services, consulting, or digital/marketing services, with substantial time in client-facing delivery leadership.
  • Proven experience managing multi-workstream programs and distributed (onshore/offshore) teams.
  • Demonstrated success in growing accounts by identifying opportunities and working with sales and solutioning teams.
  • Strong skills in requirements gathering, stakeholder management, and executive communication.
  • Experience with Agile and hybrid delivery models, and with P&L, budget, and commercial management.

Preferred qualifications

• 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/SAFe.
• Bachelor's degree in Engineering, Business, or Marketing; MBA preferred.