Practice Director / Lead – Customer Experience (CX) & MarTech Consulting (SEA)

Role Type: Full-time | Practice Leadership | Seller-Doer

About the Opportunity

We are seeking an entrepreneurial Practice Director / CX Advisory Lead to spearhead the expansion of our Customer Experience (CX) Transformation and Marketing Technology (MarTech) consulting practice across Southeast Asia.

This is a premier “player-coach” / “seller-doer” leadership role. You will not sit solely in an executive oversight capacity—we need a proven practice builder who thrives in ambiguity, authors playbooks from scratch, originates and closes multi-million-dollar consulting deals, and remains actively engaged in strategic delivery with an individual billable utilization target.

If you have a track record of driving commercial P&L growth and architecting high-impact customer journeys across Digital and Contact Centre channels powered by Adobe and/or Salesforce ecosystems, this is your opportunity to shape a regional practice.

Key Responsibilities

1. Practice Growth & Commercial Origination (P&L)

• Own and exceed annual revenue, margin, and pipeline targets for the Southeast Asia CX & MarTech advisory practice.

• Actively identify, shape, pitch, and close high-value consulting engagements with regional enterprise clients.

• Build a sustainable pipeline through outbound origination, partner ecosystem co-selling, and cross-selling into existing accounts.

2. Hands-on Advisory & Delivery Steering

• Serve as the senior lead strategist on key engagements, directly guiding multi-disciplinary squads (strategists, architects, change managers) to ensure flawless delivery quality and client NPS.

• Maintain a partial personal utilization target, personally leading critical discovery, diagnostic, and roadmap phases.

• Act as the technical-functional bridge between high-level consulting strategy and practical platform deployment.

3. Strategic Offering & IP Incubation

• Design, launch, and productize differentiated advisory offerings anchored in:

  • Enterprise MarTech: Adobe Experience Cloud (AEP, AEM, Analytics) and/or Salesforce CRM (Customer 360, Marketing/Service Cloud).

  • Omnichannel CX Improvement: Digital customer care, conversational AI, and traditional contact centre channel optimization.

• Monitor market shifts, competitive positioning, and emerging platform features to continuously evolve our regional go-to-market playbooks.

4. Executive Client Partnership & Account Expansion

• Serve as the trusted C-level / VP-level advisor (CMO, CDO, CIO, COO) for strategic SEA accounts.

• Steer governance, resolve complex program escalations, and unlock multi-year transformation roadmaps.

Candidate Profile & Mandatory Requirements

• 10+ years of proven consulting / advisory experience within a management consultancy, digital transformation firm, or top-tier digital agency.

• Demonstrated Commercial Ownership: Prior accountability for commercial targets, sales quotas, or practice P&L management, with a verifiable track record of closing consulting engagements.

• Technology Ecosystem Depth: Strong working knowledge and advisory credibility in Adobe MarTech (e.g., AEP, AEM, Adobe Analytics, Target, Marketo) and/or Salesforce CRM (e.g., Sales/Service Cloud, Marketing Cloud, Data Cloud).

• Cross-Channel CX & Service Design: Hands-on experience designing and executing customer journey transformations across both Digital (web, mobile, portal) and Contact Centre / Customer Service channels.

• Design & Operating Model Methodologies: Proven expertise in customer journey mapping, service design blueprints, capability assessments, and target operating model redesign.

• Practice Builder Mindset: Comfortable rolling up your sleeves in a lean, high-growth environment where frameworks, collateral, and delivery templates must be built from the ground up.

Tagged as: Financial Modeling, Marketo, Salesforce