AddressPractice Head - CXM (Customer Experience Management) / CX
Locations:- Bangalore / Chennai / Gurgaon
About Company:
A Leading Global Data Scientist provider focused on solving the last Mile problems through AI is looking to hire a Practice Head - Customer Experience Management. The company embraces a vertical-first approach and an outcome-driven mindset to help clients win and accelerate value realization from their analytics investments. They have offices across the globe with the headcount more than 2000+
Great place to work certified (GPTW) in 2022
Recognized by Microsoft as the '2022 Analytics Partner of the Year
Recognized by Databricks as the '2022 Partner of the Year' in Retail and CPG
Data Analytics / Cloud Platform - Azure Databricks
Leadership:
- Own P&L responsibilities of CXM Practice and reporting to one of the Founders.
- Partner with executive leaders to provide strategic direction and guide coordinated tactical action plans to meet goals for practice team
- Define, document, and execute a seamless operating process for the sales, delivery and product development function of the CXM practice team.
Org Development:
- Plan the org structure to provide scale to growth of the org
- Plan for growth and proactively setup recruitment process to fill open role
- Hire, train and groom the talent to deliver on Customer Analytics, Customer Experience, Marketing/Media Analytics and/or Digital Experience Consulting projects from the Delivery Centers in India
Delivery Success:
- Partner with onshore team to manage customer health and delivery success across all CXM projects
- Drive the common denominator knowledge on CXM and ensure all team members are competent and capable of delivering best in class solutions
- Setup review and health monitoring process to proactively identify projects-at-risk and alleviate them with corrective actions
- Collaborate with vertical delivery heads and other Practice Heads to ensure delivery management
Innovation:
- Setup R&D team to design accelerators and products related to CXM
- Collaborate along with vertical teams and Product team to prioritize and roadmap product/accelerator development
Experience:
- 15+ years of experience in Customer Analytics, Customer Experience, Marketing Analytics/ Media Analytics / Martech / and / or Digital Experience Consulting
- Built and led global teams to deliver consulting and professional service in the Data, Analytics and/or Media domain
- Owned and governed P&L responsibilities
- 12 - 15 Direct Reportees
- Prior experience handling CPG / Retail clients
- Formulated and implemented growth strategies, including go-to-market propositions, new sales development, customer success management and organization development
