Customer Experience Practice Lead - South Region

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 team focusing on conceptualizing, designing and delivering digital product solutions 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 clients — new and existing within the Avanade client landscape, lead client meetings and pitches, create win-themes and narratives that drive pitch teams, work with cross-practice teams to help shape solutions and proposals
• Develop plans for hiring and upskilling CX talent team
• 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 C X
• Ensure that the C X 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

What you bring to the team:

• Bachelor’s degree or requisite agency experience
• 8 to 10 years consulting in digital products, marketing technology, digital transformation, and customer experience strategy
• 10 - 15 years of experience working in a consultative or agency strategy role with user experience design, analytics, and web/mobile 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
• 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 C X buyers in your region
• Ability to coach, motivate, grow, course-correct, and lead a team
• Demonstrated history of working with external clients at the senior level (VP and above) across digital experiences, marketing, strategy, analytics, and technology.
• 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