Customer Experience Manager

The Customer Experience Manager is a leader who will work with TCS's largest clients to provide analysis, recommendations and implementation plans to improve our client's customer experience and drive their business results. CX managers will lead consulting teams with accountability for project delivery, client relationships and business development. A strong grasp of customer experience is required as well as deep expertise in at least one of the areas of Sales, Marketing, Service and Commerce.

CX Managers will provide capability to clients in the areas of strategy, business operations, process improvement and user experience approach.

The CX Manager would have a strong understanding of CX/UX concepts, understand user journeys, design thinking engagement and facilitation. A strong understanding of digital technology and customer data is required. The CX Manager will work closely with broader technical, delivery and consulting teams from across TCS to provide both best practice market insights and practical implementation advice to clients.

The candidate will need the ability to articulate complex ideas persuasively and create compelling narratives and analysis that drive change.

Responsibilities:

Diagnose and tackle complex business situations in Digital Marketing, Sales, CRM, eCommerce or Service, designing and implementing solutions that can demonstrate benefits and value delivered

Responsible for end-to-end success of a full project team

Sell Client Engagements including proposal creation and client relationship management

Advise clients on CX Transformations

Lead client workshops including using Design Thinking methods

Plan and deliver consulting engagements

Manage and collaborate with offshore teams

Create and present deliverables and recommendations

Work with a diverse set of client and internal stakeholders

Work both on-site and off-site

Understand market trends, risks and opportunities, to help TCS provide insights to clients

Ensure the client is obtaining the business benefits from the engagement

Directly supervise and mange people on project teams

Plan and estimate project staffing and costs and meet project profitability goals

Develop thought leadership and internal offerings

Qualifications:

A passion for creating great customer experiences for both our clients and their customers

Track record of selling and managing engagements

Expertise in at least one area of CX including Sales, Marketing, Service and Commerce and an understanding of the underlying business processes and technologies (such as Adobe, Salesforce, SAP Hybris, Veeva, etc)

5-10+ years in CX consulting, or relevant agency and business software consulting

Ability to provide strategic insights and analysis tied to client business results

Ability to manage mid-size projects and programs

Familiar with Design Thinking and Agile

Excellent communication and presentation skills: written, visual (PPT) and spoken

Fluency in written and spoken English is a requirement, additional languages are desirable

Great interpersonal, communication, facilitation and presentation skills

MBA with Sales/Marketing concentration is preferred, BS/MS in related field accepted, with an excellent academic record

Self-direction with ability to excel in a fast-paced work environment, working independently and remotely with people at all levels in an organization.

Willingness to travel up to 65%

1) Years of experience required for position: 5-10 years

2) Location for the position

Remote, but East Coast / Midwest preferred / BTG Client cities strongly preferred

3) Will any of these positions have any employees reporting into them?

On occasion, 2-3 people reporting