CX Practice Leader
- Define and execute a comprehensive CX and marketing transformation strategy that is platform-agnostic but includes Adobe Experience Cloud as a core pillar.
- Build and scale the CX practice, focusing on innovation, domain relevance, and profitable growth.
- Represent the firm as a thought leader in industry forums, client executive discussions, and analyst interactions.
- Engage with senior client stakeholders as a trusted advisor on digital experience, customer journey strategy, and marketing transformation.
- Provide consulting services in areas such as personalization, omnichannel orchestration, campaign design, content strategy, and learning experience design.
- Lead CX maturity assessments, roadmap development, and platform evaluations.
- Oversee design and delivery of scalable CX solutions, integrating capabilities across content management (e.g., AEM, Sitecore), marketing automation (e.g., Adobe Campaign, Salesforce Marketing Cloud), customer data platforms (e.g., Adobe RT-CDP, Tealium, Segment), and analytics.
- Ensure consistent application of architecture best practices, performance optimization, and secure development principles.
- Define implementation methodologies and delivery governance frameworks.
- Own and evolve the firm’s digital marketing and customer engagement offerings, from awareness and acquisition to retention and loyalty.
- Integrate experience platforms with data, AI/ML, and cloud to deliver personalized and intelligent interactions across touchpoints.
- Collaborate with internal teams and alliances to shape innovative GTM strategies and packaged offerings.
- Build, mentor, and retain a global team of experience architects, consultants, technologists, and strategists.
- Establish a culture of collaboration, continuous learning, and excellence in delivery.
- Drive certification programs across Adobe and other relevant CX platforms.
- Work with sales and marketing teams to identify new opportunities, shape pursuits, and support pre-sales and proposal development.
- Drive upsell and cross-sell of CX solutions within existing clients.
- Support strategic alliances with Adobe and other ecosystem partners.
- Define and track KPIs to measure customer impact and ROI from CX initiatives.
- Drive data-driven decision-making through integration of analytics, dashboards, and real-time feedback mechanisms.
- 12+ years of experience in digital marketing, customer experience, or IT transformation with a strong background in CX platform strategy and implementation.
- Deep expertise in at least one major experience platform (Adobe Experience Cloud preferred), with working knowledge of other ecosystems (Salesforce, Sitecore, Oracle, etc.).
- Technical proficiency in CMS, campaign automation, personalization engines, CDPs, and web/mobile analytics platforms.
- Strong understanding of marketing strategy, customer lifecycle management, and customer data architecture.
- Experience leading global teams and managing client stakeholders across industries and regions.
- Strategic thinker with strong business acumen, execution capability, and innovation mindset.
- Familiarity with Agile methodologies, DevOps principles, and cloud platforms (AWS, Azure, GCP).
- Excellent communication, presentation, and interpersonal skills.
- Adobe Experience Manager certification and/or experience is a strong plus.
- Focus on Sales targets as MBOs and help team achieve the same
- Manage the practice team and mentor Practice Client Leads and Solutions leads.
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