Director – Customer Experience (CX) & Marketing Delivery Lead | Mumbai | Deloitte South Asia LLP
Job Description
Summary
Join Deloitte South Asia LLP as a Director – Customer Experience (CX) and Marketing Delivery Lead in Mumbai, where you will spearhead strategic initiatives to transform customer engagement and deliver exceptional CX across multiple channels. With over 15 years of expertise in customer experience management, marketing strategy, and team leadership, you will drive innovative, data-driven CX strategies aligned with business goals. Leverage your deep knowledge of Martech, CRM, commerce platforms, and regulatory frameworks to boost customer satisfaction, loyalty, and brand advocacy. This leadership role offers a unique opportunity to shape and execute end-to-end customer experience strategies that deliver measurable business impact.
Job Details at a Glance
| Position | Director – Customer Experience & Marketing Delivery Lead |
|---|---|
| Location | Mumbai, India |
| Experience Required | 15+ years in Customer Experience, Marketing & Customer Service |
| Education | MBA in Marketing |
| Employment Type | Full-Time |
| Shift | Day Shift, Office-based |
| Key Skills & Tools | CX Strategy, Customer Journey, Martech, CRM, Commerce Platforms, Data Analytics, Compliance, Team Leadership |
| Job Requisition ID | 86006 |
| Date Posted | August 28, 2025 |
Key Responsibilities
- Lead and manage delivery of Customer Experience (CX) strategies to ensure seamless, consistent, and personalized customer interactions across all channels.
- Drive customer engagement initiatives to increase satisfaction, loyalty, and brand advocacy.
- Analyze customer data, feedback, and behavior to generate actionable insights that inform CX and marketing strategies.
- Oversee implementation of Martech, CRM, and commerce platforms for enhanced CX management.
- Ensure adherence to relevant industry regulations, compliance guidelines, and regulatory frameworks.
- Develop and execute strategic plans aligned with overall business objectives.
- Manage cross-functional teams to deliver impactful CX solutions and marketing campaigns.
- Champion customer loyalty programs to enhance customer lifetime value (CLV) and retention.
- Foster a customer-centric culture that supports innovation and continuous improvement.
- Collaborate with stakeholders to align CX initiatives with brand positioning and competitive differentiation.
Required Skills & Qualifications
- MBA graduate specializing in Marketing.
- Minimum 15 years of proven experience in Customer Experience (CX), Marketing Strategy, and Customer Service leadership roles.
- Strong analytical skills with the ability to interpret complex customer data and feedback.
- Expertise in Martech, CRM, and commerce platform management.
- In-depth knowledge of customer behavior analytics and marketing campaign optimization.
- Excellent leadership skills with experience managing and mentoring diverse teams.
- Strong understanding of regulatory and compliance requirements in customer experience.
- Exceptional strategic thinking and project management abilities.
- Excellent communication and stakeholder management skills.
Why Work at Deloitte?
- Drive impact: Lead customer-centric strategies that deliver business growth and enhanced customer loyalty.
- Innovate & grow: Work alongside industry leaders and access Deloitte’s global network and resources.
- Inclusive culture: Thrive in an environment that values diversity, inclusion, and personal development.
- Career development: Benefit from world-class training programs and leadership development initiatives.
- Meaningful work: Contribute to transformative projects that shape customer experiences across industries.
Apply Now
Ready to lead customer experience and marketing delivery at Deloitte Mumbai? Take the next step in your career and join a globally recognized professional services firm where your expertise will make a real difference.
👉 Apply Now on Deloitte Careers