SA&I Global Customer Experience Commercial Lead (CX/UX)

Company Description

R25_0002028

#LI-Remote

Job Description

In this Strategic Leadership role, you will be responsible for the development of the Strategic Analytics and Insights team Customer Experience and User Experience (CX/UX) business at a global level operating as Brand Manager, driving profitable revenue growth, representing VOC and creating awareness of all your portfolio internally and externally. Reporting to the global Consumer & Insights Practice lead, you will serve as the key global expert for your portfolio and support Regional Sales Practice/Product Experts in collaboration with multiple areas like Product Leadership, Customer Success, Sales Enablement, Marketing, etc.

• Core Responsibilities

 - Profitable revenue growth

• Own global portfolio revenue and cost OP, driving long term profitable growth.
• Understand portfolio profitability and improve Practice profit profile via product mix.
• Craft client engagement plans alongside global Account Directors for selected HQ target clients.
• Serve as senior leader on Global RFI/RFP engagements working across SA&I and NIQ for a unified response and representing the Practice and its tools.   Involve in proposal development and E2E sales process in partnership with Specialty Sales, Sales Enablement and Delivery.
• Involved in proposal development and E2E sales process for top clients in partnership with Specialty Sales, Sales Enablement and Customer Success on Global Engagements.
• Build Practice/Product's Go to Market plan, partnering with global GTM, sales enablement, product marketing, regional Subject Matter Experts (SME) and training teams in the creation of:  Sales Play, Sales campaign calendar & content, Commercial Decks, Proposal Decks, Rate cards, Demo Scripts, training plans, pitch perfect certifications, etc. 
• Own global Practice/Product sales SME communities including all regional leaders and local SMEs to share Business Development Plans, White Space opportunity frameworks, etc. with a regular cadence.
• Explore alternative use cases that could be served with existing product capabilities to capture new revenue opportunities in existing clients or new verticals. Adapt Practice sales framework to new verticals needs.
• Collaborate with Specialty Sales and Customer Success to create standard SOW documentation to ensure clear service levels, timings, extra costs, etc.

 - Voice of client

• Partner with global Product Leadership team to give input for product development and prioritizations based on client feedback, RFPs requirements, competition analysis and market trends. Prioritize using Business Cases with clear revenue potential opportunities quantified by client segment and regions.
• Collaborate with Client Advisory Boards and Internal Advisory Board to capture needs and get early feedback on our mid / long term product roadmaps.
• Collaborate with Product Leadership and sales transformation team on rate cards that reflect pricing strategy / positioning vs competition and enable internal profit targets.  
• Partner with Product Leadership to build and collaborate on a Charter Client program that can help us get direct feedback on our short-term developments.
• Evaluate potential partners that can help us drive incremental revenue complementing our offering or covering areas we are not investing in.  

 - Brand Management 

• Clearly and convincingly articulate Practice offerings and unique value proposition, matching them with relevant client business challenges/KPIs. Create Practice sales linked to use cases relevant to specific target buyer personas.
• Build buyer personas profile and objection handling playbook. Generate buyer personas database at HQ level to activate with GTM plan.
• Create playbook to regularly generate client case studies to support product positioning and awareness.
• Drive sales strategy for Practice / Product in partnership with product marketing and regional sales leaders, including awareness generation, thought leadership and ongoing engagement leveraging SalesLoft tool, client webinar / events, participation in key associations and other activities.
• Maintain broader Practice product/technical knowledge by participating in learning workshops/sessions across tools. Support Regional Bootcamps. 
• Serve as corporate "expert" in practice area internally and externally with a goal of enhanced visibility for practice and company globally. Seek out podiums, interviews, and other speaking opportunities. Maintain an active Linked in presence

• Core KPIs

 - Profitable revenue growth

• Meet monthly & quarterly revenue targets and drive margin expansion
• Increase sales conversion rate and r