Country:

Canada

Cities:

Calgary, Edmonton, Montreal, Toronto, Vancouver

Area of expertise:

Business Leadership

Job Description

Customer Experience (CX) Practice Lead, Canada

Don't be satisfied until your customers are

 

What is Avanade Experiences?   

Over Avanade's 20+ years, we've delivered the most intelligent, engaging, industry leading, award-winning experiences on the Microsoft ecosystem. As technology and human expectations evolve, we see incredible opportunities for customers, products, and workplaces—where imagination is the only limit. 


Avanade Experiences is our way to bring unconventional thinking, exceptional creativity, and our unparalleled engineering heritage to think big and make it real. Our vision of the future goes far beyond concepts to enable and deliver the impact our clients, their people, customers, and communities need. 


We support each other with great work to push boundaries, connect technology with what matters to people first, and grow with our clients. If you feel this is a great fit for your path, we’d love to talk. 


About the role  

The Customer Experience (CX) Practice Lead is the responsible guiding force for the Avanade Experiences CX business in a Region. This includes ownership of the high sales and revenue growth of CX, developing and executing the Regional CX strategy, and building the reputation of CX in your region. You build a diverse, inclusive, exceptional delivery team focusing on selling and delivering product design and execution for B2C, B2B, and B2B2C brands looking to transform their customer experience landscape. You help identify the need to increase competitiveness, bring new products and solutions to market, acquire new customers, enable growth through lead generation and e-commerce sales, and re-platform/optimize their marketing technology stack. Collaborating with regional partners including targeted account teams, client account leaders, sellers, industry leaders, offering leaders, and the Advisory team, you arrive at strategic solutions not always apparent. You bring your experience in understanding the business strategy of a brand to identify pain points and challenges in the CX landscape.  

 

Specifically, you will: 

  • Manage to and achieve sales, revenue, and operational targets 
  • Identify potential clientsnew and existing within the Avanade client landscape, lead client meetings and pitches, create win-themes and narratives that drive pitch teams, work with Solution Architects to help shape solutions and proposals 
  • Develop plans for hiring and upskilling delivery talent 
  • Deeply understand technologies and solutions from Microsoft and relevant partners (Adobe, Sitecore) that can be used to deliver client solutions 
  • Develop marketing, personalization, sales enablement, and transformational strategies for CX landscapes spanning web, app, portal, ecommerce, lead generation touchpoints, and owned social experiences and technology 
  • Build relationships with Avanade field, Microsoft, Accenture, and Partners to drive the growth of CX 
  • Ensure that the CX team works in collaboration with all other business functions within and outside of the Region, consistently delivering an exceptional, unified end-to-end customer experience across stages, channels, and touchpoints in the customer journey 
  • Build and manage a diverse and inclusive team of CX specialists with deep domain expertise  
  • Encourage growth mindset, problem-solving, strategic thinking, and customer-orientation among the team 
  • Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change 
  • With your Regional Client Services Leader, measure and track delivery ROI on identified transformation opportunities for CX. Drive continuous process improvement culture across CX 
  • Interact at executive/senior management level, proactively advocating for solutions and assisting with the customer escalation process 
  • Some travel required, will discuss in the interview 

 

What you bring to the team 

  • Bachelor’s degree or requisite agency, or consultancy experience 
  • 8 to 10 years consulting in marketing technology, digital transformation, or customer experience strategy 
  • 5 to 7 years of experience working in a consultative or agency strategy role with user experience design, analytics, and web technology practices 
  • Working knowledge of Adobe and/or Sitecore technology including CMS, DAM, ecommerce platforms 
  • Working knowledge of Adobe and/or Google Analytics platform 
  • Working knowledge of Dynamics365 Marketing enablement technologies and marketing automation platforms 
  • Strong leadership and presence; you project an expert level of knowledge and a high degree of creativity on how to use Microsoft and other technologies to deliver business value through the right experiences at the right time 
  • Ability to quickly earn the respect of sellers, partners, clients 
  • Deep industry knowledge covering one or more of our primary industries 
  • Trusted relationships with potential CX buyers in your region 
  • Experience consulting in an environment with multi-country/cultural teams 
  • Ability to coach, motivate, grow, course-correct, and lead a team 
  • Demonstrated history of working with external clients at the senior level (Director, VP) across marketing, strategy, analytics, technology and IT 
  • Expert level written and verbal communication skills, including ability to comfortably present to the senior level of our clients (remote and public speaking) 
  • Self-starter and able to collaborate across a wide span of practice lines 
  • Ability to thrive and lead in a highly matrixed and geographically dispersed team environment on multiple priorities 

 

 Please note: Accommodations for the COVID-19 vaccine policy are granted on a role-specific basis within Avanade Canada. As such, if you already have an approved accommodation, you are still required to disclose this accommodation requirement during the interview process. Accommodation requests must be reviewed against the new role requirements and recertified at time of offer.  


Apply now

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About Avanade

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 56,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers. 


We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.


We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping young people from underrepresented communities fulfil their potential. 


Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com