Job Title

Role Overview Role Overview The Customer Experience (CX) Practice Leader is a senior strategic role responsible for shaping and driving end-to-end customer and marketing experience transformation across industries. This leader will work with a Tech leader offshore and will oversee the growth and delivery of CX solutions that integrate content, data, personalization, campaign management, and customer journey orchestration-leveraging platforms such as Adobe Experience Cloud and others (e.g., Salesforce, Sitecore, Tealium, Acquia, etc.). With a blend of business acumen, technical expertise, and leadership experience, the CX Practice Leader will define go-to-market strategies, build high-impact offerings, and lead client engagements that deliver measurable business value. Key Responsibilities Strategic Leadership * 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. Client Engagement & Advisory * 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. Solution Design & Implementation * 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. End-to-End Marketing Offerings * 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. Practice Development & Team Leadership * 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. Growth & Business Development * 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. Value Realization & Analytics * 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. Skills & Qualifications * 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. '829771