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.