Customer Experience Manager

HCLTech · Andhra Pradesh, India

Job Title: Customer Experience Center (CEZ) - Manager

Location: Hyderabad, KRC (Hetero Wing of Commerzone (Building) Hyderabad Knowledge City, Raidurga, Serilingampally, Hyderabad, Telangana 500032)

Experience: 6-8 years

Band - 3.1 Manager

About HCL Technologies

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 227,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around AI, Digital, Engineering and Cloud.

The driving force behind that work is our people - diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

The team

The eXperience Deals Marketing Team (XDMT) is responsible for partnering with the sales teams to support global, strategic, high-value engagements across three key charters:

• High-intensity pursuits of strategic deals across the deal lifecycle
• Driving Hi-touch client experience across visits
• Driving brand experience for key client visits at the Customer Experience Center

The team is a vital part of the overall marketing team and works collaboratively with various groups within and outside the marketing team - respective business units, marketing team, corporate marketing functions, as well as the solution, practice, and pre-sales team.

About Global Customer Experience Centers (CEC)

The global CECs are dedicated spaces where our customers experience a curated and immersive walkthrough of our brand, business, culture, and purpose. It creates an indispensable brand understanding that enables personalized interactions with clients, government officials, partners, and analysts, becoming a bedrock of critical conversations. It adds to the credibility and builds a stronger relationship with our stakeholders.

The Customer Experience Zones are part of the global CECs ecosystem that are concise and modular formats giving a similar experience to clients.

About the Position:

You will be responsible for on-site management of C-level clients visiting the corporate experience center for a best-in-class personalized brand experience. Drive planning and development of experiential content within the brand and business. Partner closely with brand marketing, communications, content, creative, sales teams, and external agencies to develop content and experiences for clients. You will also use data and insights to measure and optimize performance on an ongoing basis.

Essential Functions:

Driving client experience

• Corporate brand storytelling to top leaders from client organizations, senior government officials, and leadership within the organization
• Work closely with the sales ecosystem to gather intel, build personas to plan and execute personalized walkthroughs for leaders, delivering a best-in-class experience on brand HCLTech
• New and innovative ideas to increase effective utilization and deliver a rich experience to clients visiting the facility
• Manage the booking platform for CEC, along with drawing monthly reports for review as well as to scale the platform as per business use case
• Analysis of business data collated from every visit, including feedback and inputs to improve, innovate and enhance the usage by relevant stakeholders
• Build and nurture relationships with senior stakeholders, other marketing and key interdependency groups across the organization for effective collaboration
• Aim to achieve a 4.5/5 and above client satisfaction score as well as an internal satisfaction score from the stakeholders
• Drive more visibility of the CEZ within the location and tap into opportunities for delivering the CEZ experience to clients through cross collaboration and connects

Business understanding and future expansion

• Achieving a proficient business understanding of HCL Tech business and solutions for relevant intel gathering and conversations with senior leaders
• Be up to date on HCLTech's news and competition, along with industry trends
• Elevate the on-ground experience through industry research on best experience centers as well as technology use-cases
• Work on periodic content updates to ensure the latest and most relevant content is displayed within the experience center at all times
• Collaborating with internal stakeholders to source the latest and relevant content to make the experience richer
• Drive personalized content-driven experience to clients based on their persona, scope and nature of relationship

Operations and Vendor Management

• Manage operations to ensure zero downtime and business continuity
• Manage and support the maintenance of the CEC infrastructure
• Regular quality check and feedback with transparent ways of operations to ensure third party resource as well as vendors follow TAT and Quality standards
• Regular monitoring of all expenses very closely to ensure alignment with budgets and P&L maintenance
• Planning and implementation of various cost-saving plans without compromising the standards
• Work tightly with the central CEC team to drive efficiency, 100% process compliance and optimization

Desired Skills and Qualifications:

• 6 to 8 years of experience in direct client engagement and interaction
• A passion for being an experiential marketeer with a penchant for the brand
• Excellent communication and written skills
• A collaborative, motivated, and cross-functional team mindset
• Excellent project handling and management skills
• Demonstrated ability to prioritize activities, be solution-oriented, and stay focused in a dynamic, ever-changing environment.
• Proficient in interpreting and applying data and insights to inform programming and measure effectiveness
• A good understanding of technology will be desirable
• Presentation skills and excel management are a must
• Master's in marketing, business and communication
• Positive attitude and a team player