CX Manager - Marketing

Role: Customer experience center (CEC) ManagerExperience: 5-7 yearsAbout HCLTechWe are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, AI and Cloud.The driving force behind that work is our people—diverse, creative, and passionate, who regularly raise the bar for excellence. 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 versions of themselves.The teamAbout Global Customer Experience Center (CEC) NetworkOur global network of CECs, enabled by the robust content management system, rich content pool across all aspects of the business, interactive journeys and rich immersive demos, deliver the desired bespoke experience for our clients, prospects and other influencer groups. When it comes to brand, business and technology, our CECs will be a true reflection of the best of HCLTech.Currently in the works is the CEC at New Jersey, US. Our existing CEC in Noida is also going through a refresh. Depending on the vicinity to the client, we can choose to invite them to any of the locations, yet the experience will be very similar. Each CEC will have its unique bend towards storytelling and geo-localized flavor.The NJ CEC, spread across 2400 sq ft and located in our newly inaugurated office at East Brunswick, is a space where our customers will experience a curated and immersive walkthrough of our brand and business.About the position:You will be responsible for on-site walkthrough of C-level clients and stakeholders visiting the Customer experience center for a best-in-class personalized HCLTech experience across brand and business. The role involves cross collaboration with Visit Managers, Briefing professionals and Content Managers for a delightful experience while being conversant with with leveraging data and insights for enhancing the experience quotient continuously. You will also work with the partner ecosystem to ensure state of the art CEC infrastructure along with hardware and software upgrades and contracts.Essential functions:Managing client experience• Corporate brand storytelling to top leaders from client organizations, senior government officials and leadership within the organization along with seamless handshake with Briefing professionals for the business deep dive• 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• Analysis of data collated from every visit, including feedback to improvise, innovate and enhance the usage by Visit Managers• Build and nurture relationships with senior stakeholders, other marketing and key interdependency groups across the organization for effective collaborationBusiness understanding and content refresh• Good understanding of the HCLTech business, product and go-to-market propositions for relevant intel gathering and conversations with senior leaders• Be up to date on HCLTech’s news and competition, along with industry trends• Work on periodic content updates with the content Managers to ensure the latest and relevant content display within the experience center at all timesOperations and vendor ManagementManage the booking platform for CEC, along with drawing monthly reports for review, as well as to scale the platform as per business use case• Manage operations to ensure zero downtime and business continuity• Manage and support maintenance of CEC infrastructure• Regular quality checks and feedback with transparent ways of operations to ensure third-party resource as well as vendors follow TAT and Quality standards• Identification of new vendors along with qualified internal HCLTech teams, get them empaneled after due diligence from procurement if required (during Annual renewals if required)• 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 standardsInnovation• Think on new ways to elevate the current experience• Bring in innovation for cost saving, process optimization and experience enhancementsDesired skills and qualifications:• A passion for being an experiential marketer with a penchant for the brand• Excellent communication and written skills• Collaborative and enterprise mindset• Excellent project handling and management skills• Demonstrate 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• Masters in Marketing / Business communication• Positive attitude and team player