Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world.

• For more information, visit https://www.epsilon.com/apac (APAC). Follow us on Twitter at @EpsilonMktg. 

About BU

The backbone of our CRM and loyalty platforms, our Digital Campaign Solutions team acts as primary advisors to our internal tech teams and global clients. The unit works closely with our powerful proprietary platform – Epsilon PeopleCloud Customer to lay the foundation of our digital solutions. As key players in running our day-to-day loyalty operations, the team thrives on bringing ideas to life and translating client needs into vital business solutions. 

Why we are looking for you

• Managing and Developing assigned BSAs, Sr. BSA’s and Lead BSAs.
• Managing career paths by coaching and mentoring direct reports. Holds associates accountable for their work by setting expectations, achieving commitments, providing feedback, and evaluating effectiveness. Provide technical leadership in the organization.
• Participating in new business development opportunities by contributing to pricing and resourcing.
• Analyzing and evaluating data and be able to make appropriate and well-reasoned recommendations and decisions to support the business and project teams.
• Provide strategic guidance and oversight on advanced multi-channel, cross-functional, and new client installations.
• Leading consulting engagements, managing all key internal and external stakeholders.
• Serving as a liaison between developers and users, clients and companies, and management and IT.
• Effectively demonstrating the value of performance metrics and measurement schemes.
• Primary escalation point of contact for issues.
• Performing hiring, firing, objective setting, performance appraisals, coaching and pay reviews.
• Occasional travel to client location as needed.

What you will enjoy in this role

BSA Manager plans, manages and controls the activities of the team that provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective, meet user requirements and keeps projects on track and on budget. Demonstrates leadership qualities for directing and managing growing teams of resources within an individual function or practice area. Brings expertise or identifies subject matter experts in support of any project for any client. Assists in initiatives to analyze complex internal problems to be solved with automated systems.

• Oversee service delivery and ultimate Client satisfaction. Ensure consistent service levels and processes are implemented.
• Provide strategic guidance and oversight on advanced multi-channel, cross-functional, and new client installations.
• Resource forecasting/capacity planning, queue management and assignment.
• Participate in new hire selection process.
• Track key metrics including Client billable activities, individual productivity, etc. 
• Develop and maintain relationships within the organization and/or with external partners and understand the unique needs of each partnership.
• Provides technical expertise in identifying, evaluating and developing systems, processes and procedures that are cost effective and meet user requirements.
• Develops and documents system specifications that are aligned to, and based on, business requirements.
• Familiar with all Epsilon's analytics tools and offerings and when to apply them.
• Lead project lead a solution, in addition to a work-stream within a solution.
• Seen as SME by internal and external teams.

What you will do

• Able to assemble, analyze and evaluate data and be able to make appropriate and well-reasoned recommendations and decisions to support the business and project teams.
• Able to assess a situation, receive input from stakeholders, and select a course of action.
• Able to clearly communicate and articulate, both written and verbally, detailed specifications (e.g., project requirements, requested changes, and testing results).
• Able to create and update specifications/documents and assess completeness of requirements information received.
• Able to lead effective client meetings, negotiate deliverables, and drive successful outcomes.
• Able to make proactive recommendations.
• Able to properly interpret customer needs and translate into understandable written requirements.
• Able to understand and support well-reasoned recommendations and decisions to support the business and project teams.
• Able to work in a dynamic, fast-paced, and often changing environment.

• Requires 12- 14 years of related experience.
• Associate’s or Bachelor’s degree preferred. At this level, postgraduate coursework may be desirable.
• Excellent drive and initiative, sense of personal accountability.
• Excellent knowledge of the industry.
• Excellent organization and interpersonal skills.
• Excellent problem-solving skills in order to move toward a project's successful completion.
• Excellent project management skills.
• Excellent technical platitude, understanding both business and technical language and ideas.
• Strong understanding of the Software Development Life Cycle (SDLC)
• Proven leadership capabilities/style that generates results.
• Excellent written and verbal communications skills.
• Strong negotiation skills.
• Strong time management skills.
• Detail-oriented, able to multi-task and prioritize.
• Strong active listening skills.
• Self-starter with a strong initiative.
• Ability to interpret project plans.
• Excellent technical aptitude.
• Ability to work in a fluid environment and deliver results.