Practice Manager, Retail and CPG

Salary depends on experience
Posted on 06/18/18
Virtual / Travel
5 - 7 years experience
Technology
Salary depends on experience
Posted on 06/18/18

58570

The challenge

Digital marketing is evolving at a dizzying pace, and thousands of companies are turning to the Adobe Marketing Cloud to help them stay ahead. Adobe’s Marketing Cloud solutions make up the best in the business, and cover the full spectrum of our client’s digital marketing needs. The services we offer to support these solutions only further set us apart from our competitors, and for these services teams to operate efficiently, they need best-in-class leadership.

The opportunity

The Retail and CPG Practice Manager works with the Practice Director in a leadership role responsible for driving select areas of Adobe’s Consulting business for Retail and CPG accounts in the Americas. You are accountable for successful delivery of consulting engagements in a select set of Consulting Top Accounts. You will oversee a team consisting of top-level consultants to ensure excellence in service delivery across consulting engagements and throughout customer lifecycles. You will set a high standard for excellence, and lead your team in continual improvements. A critical responsibility is to help drive strategic growth for Adobe Consulting through innovation in service offerings and expansion of Adobe’s footprint within existing accounts. You will work with and measure performance against revenue and margin targets, and contribute to client success and satisfaction through direct client engagement and relationships.

What you’ll do:

Customer Leadership

    •    Serve as trusted advisor to top Consulting customers in the vertical, ensuring customer success and satisfaction across all engagements, solutions, and workstreams

    •    Directly own and sponsor a select number of top accounts on behalf of Consulting, and facilitate the alignment of appropriate delivery owners for select Retail and CPG accounts

    •    Drive account planning for select accounts in conjunction with the Practice Director, Customer Success and Sales teams, and partner with Customer Success team for ongoing support and account coverage

    •    Monitor and report on customer health for select vertical customers

    •    Accountable for Consulting Delivery in assigned portfolio of accounts

    •    Actively participate in and support Consulting Sales process, including directly driving extensions, change requests, and contract addendums

    •    Review scope of work to be delivered

    •    Ensure thorough and seamless handoff from Sales to Delivery team

    •    Facilitate resource assignments in conjunction with Practice Leadership, Resource Managers and Solution Leaders

    •    Responsible for delivery adherence to standards and best practices

    •    Own escalation management and resolution for select vertical accounts

    •    Facilitate successful closeout and handoff from delivery to post-delivery account teams (Customer Care, Technical Account Management, Customer Success Manager, etc.)

People Leadership

    •    Recruit, manage, mentor and professionally develop a team of individual contributors responsible for delivery of best-in-class consulting engagements

    •    Mentor and develop consultant talent within your team, and throughout Consulting via career coaching relationships

    •    Assign and monitor Learning and Development plans for your team, including mandatory training by level

    •    Lead change by inspiring team to overcome challenges, and actively managing resistance to change

    •    Attract and retain top talent, maintaining pipeline of candidates and planning for future growth

    •    Provide relevant, timely feedback to team on a frequent, regular basis

    •    Accountable for modeling Check-In & Career Development activities for self and within practice

    •    Communicate expertly and effectively to diverse audiences, from senior executives to individual contributors

    •    Lead and inspire team with positivity and optimism, creating a culture of high expectations and achievement

Knowledge & Solutions

    •    Drive Adobe Consulting thought leadership in Retail vertical, actively partnering with Consulting experts, Adobe Industry Strategists, and otherinternal and external resources to share expertise and increase impact

    •    Author and facilitate thought leadership documentation and deliverables to enhance the prestige and market eminence of the practice

    •    Apply knowledge of Industry and Adobe strategies to define new and innovative ways to engage customers and deliver value

    •    Accountable for collecting and surfacing product themes/challenges and working with product marketing and engineering teams, Customer Support, and Delivery Excellence to manage and address

Scaling the Business

    •    Identify new deals within customer portfolio, and partner with Sales leaders to qualify and close

    •    Leverage industry and solution delivery credibility in working with Sales Leaders on new opportunities

    •    Responsible for driving inside farming (renewals, change orders, extensions) of existing projects and partnering with Inside Sales team to process and close 

    •    Key contributor to Go-To-Market strategies / offerings specific to vertical customers

    •    Participate in maintaining strategic relationships with partners relevant to the vertical, defining co-delivery methodology and approach

Executing for Results

    •    Owns Delivery execution for engagements within assigned accounts

    •    Drive timely and accurate completion of team operational functions including time entry, expense management, revenue forecasting, and reporting

    •    Drive agreed upon KPIs at the team level

    •    Manage team performance to meet and exceed targets for revenue, margin, and growth

What you need to succeed

    •    Executive leadership skills including the ability to develop, influence and motivate a diverse team to maximize results

    •    Practitioner level experience in translating clients’ business requirements into solutions, and effectively positioning solution value in terms of business value

    •    Demonstrated proficiency in team management 

    •    Minimum of 5 years’ experience leading professional services teams; experience within software vendors strongly preferred

    •    Ability to interact and communicate for impact with all levels of an organization both externally and internally, including business and technical

    •    Confident ability to effectively lead, collaborate, triage and make decisions in a fast paced, changing environment

    •    Demonstrated strength in EQ (emotional intelligence)

    •    Strong client service orientation; demonstrated ability to build effective working relationships with client stakeholders resulting in high client satisfaction

    •    Experience in hybrid models of onshore/offshore service delivery required

    •    High level experience in negotiation and conflict resolution

    •    Excellent analytical and problem solving skills

    •    In-depth knowledge of one or more aspects of Digital Marketing required: content management, Web analytics, targeting and optimization, digitalasset management, search, cross-channelcampaign management and related industry best practices

    •    In-depth knowledge of and experience with service delivery for the Retail and CPG verticals required

    •    Experience with P&L management preferred

    •    Exceptional written and verbal communication skills, with meticulous attention to detail

    •    Masters Degree in Business Management, Accounting, Computer Science/IT or related fields preferred

    •    Ability to travel up to 30%

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