Manager (MCX) - Customer CoE

What you ll do

Customer CoE Managers lead multiple teams while doing case delivery for clients or IP development. They handle multiple stakeholders while working closely with expert partners, case teams across geographies and industries with focus on M/CX related projects. Managers bring specialized knowledge to MCX product(s) in development of related IP/ tools as well as leading end client/case delivery . They play a key role in driving the team s overall answer, client communication, planning etc.

A manager acts as a strategic Leader who takes responsibility developing team members for key leadership roles in BCN teams. He/she provides feedback and coaches Project Leaders on task execution and role. They provide significant direction and support to resolve complex issues/conflicts and effectively manage client and team . Customer CoE manager would also contribute in other CoE initiatives such as recruiting, training, business strategy etc. He/ she may be required to travel to client or case team locations on need basis

• Leads multiple teams comprising of Project Leaders/ Associates/Analysts to execute multiple cases or IP development simultaneously
• Understand client needs and situations and adapt to case expectations . Show ability to resolve complex issues across work streams.
• Is proficient at identifying and deploying relevant resources and analytical tools while ensuring timely, high quality, error-free analysis and output produced by the team
• Effectively manages client and team meetings and deliver clear and professional presentations to the senior case team members, practice stakeholders across the Bain teams as well as Bain clients.
• Brainstorm with the CoE Director , practice manager, expert partner as required on various strategic aspects for IP/product development as well as CoE learning and professional development.
• Provide coaching and mentoring to their teams . Consistently provide responsible feedback in all interactions; recognizes team s professional development needs and provide feedback toward constant improvement.
• Ensure a consistent and positive team experience by managing expectations between case teams/clients and BCN teams
• Participate in COE resource planning, recruitment and development

About you

Candidates should be graduate/post-graduate in statistics /analytics/ MBA with strong academic records and a minimum of 8 years of industry experience in market research, data analytics or consulting with customer / marketing analytics exposure. Candidates should possess excellent analytical, work planning, communication and team skills. Prior experience with project management, team management, coaching and mentoring is important. Strong understanding of M/CX domain as well as the broader business context, including marketing trends, customer behaviors, and financial impact

Technical skills (good to have):

• Hands on experience with CX tools (e.g., Qualtrics, Incquery) and concepts (Loyalty, Customer journeys, benchmarking, primary research) OR
• Hands on experience with digital marketing tools (e.g., SEMRush, Similarweb, Sensortower, etc.). and concepts (media spend, SEO/ SEM, traffic/ channel analysis)
• Experience with any of the following topics is a plus - survey-based tools and analytics, diagnostics, data analytics and LLMs/ Gen AI
• Working proficiency in data visualization tools (Tableau, Power BI) is a plus.
• Strong skills in Python, Microsoft Excel and PowerPoint is required. Proficiency and experience in other ETL or analytical tools (SQL, R, SAS, Tableau or Alteryx) will be preferred

Skills Required
Etl, Power Bi, Alteryx, Sql, Tableau, Sas, Python, Mcx