Client Visit Experience POD Lead

Job description

The eXperience and Deal Marketing Team (XDMT) is responsible for conceptualizing and delivering high-touch, high-impact experiences globally across three key charters: 1. Driving advisor-led high-intensity strategic deals across the deal lifecycle 2. Managing CECs, driving brand and business experiences at our Noida and New Jersey centers and conceptualizing the new ones 3. Leading high-touch high-impact experiences for select strategic visits through the Client Visit CoE The Client Visit CoE drives strategic engagement by curating high-impact, personalized and memorable experiences for top-tier client visits in line with the business priorities. The team collaborates closely with the ecosystem to showcase the latest and greatest at HCLTech, accelerating client growth and transformation while building and deepening relationships through meaningful engagements. Role Overview The Client Visit POD Lead will deliver high-impact client visit experiences across India and select global locations with a focus on priority (Platinum/ Diamond) visits in India. This role is pivotal in shaping brand perception, reinforcing client relationships and driving business impact through structured, differentiated visit experiences aligned with HCLTech’s brand values and business priorities. The POD Lead will be an expert with proven experience in managing stakeholder expectations, understand CV requirements and plan CV experience for the assigned mix of verticals. The Lead will be an expert in executing the client visit end to end with a strong planning and operational rigor to manage client visits. The Lead would train team members on CV planning, execution. Should possess good understanding of the support functions, build right connections and collaborate for the client visit plans. Key Responsibilities 1. High touch Client Visit Experience orientation and planning • Understand client experience across all touchpoints considering the purpose and visit criteria to include the right set of high-touch experience ideas based on the need • Proactive planning and on the job agility to understand customer’s moments of truth and attempt customer delight at all stages of their visit journey. • Alignment with visit objectives and client personas to execute visits. • Leverage insights from sales, pre-sales and relevant vertical marketing teams to craft purpose-driven, personalized high-touch client engagement journeys • Align the Client Visit strategic framework with the Client Visit Playbook for scalable delivery • Curate visit themes and narratives that highlight HCLTech’s brand story, innovation ecosystem and value proposition • Plan client engagement initiatives such as thought leadership events/ fireside chats, CSR collaborations, cultural dinners, immersive experiences and other relationship-building activities to enhance brand affinity and strengthen client partnerships. • Bring innovative ideas to the forefront, leveraging technology to create experiential engagements and establish a reputation as a tech-forward organization • Proactively identify and create show-and-tell opportunities to showcase the team’s work, demonstrate its business impact and build visibility across leadership and stakeholder forums 2. Execution and Governance • Act as the single point of contact (SPOC) for Platinum/Diamond-tier client visits, ensuring flawless end-to-end delivery • Govern adherence to the RACI chart across stakeholders (Sales, Marketing, GWS, Transport, Security, Hospitality, etc.), ensuring accountability and consistency across visit stages • End-to-end client visit execution across touchpoints, channels, partners and sales teams • Collaborate with functional teams to operationalize pre-visit planning, on-site experiences and closure activities such as feedback and memorabilia • Partner with Sales leaders, BU Marketing team and solution SMEs to align visit experiences with live deal or account objectives. • Engage creative and content teams to develop compelling visual storytelling and branded experiences - Pavilions, Experience zones for a high-touch customer experience • Liaise with GWS, GIT and other enabling teams to ensure seamless synchronization of operational touchpoints • Procurement and vendor co-ordination and relationship management for ensuring best-in-class delivery at optimized costs 3. Team Management, Training and Upskilling • Manage a team of 2-3 client visit executives • Upskill the team on CV planning and execution • Manage stakeholder expectations – join ongoing kick-off calls to gather requirements and present experience ideas to the stakeholders for client engagement. 4. Outcome Orientation – Insights, Metrics and Continuous Improvement • Gather client and sales feedback/ratings and draw insights to constantly enhance experiences • Capture best practices and feedback loops to constantly refine templates, processes and content assets • Maintain a repository of client visit artefacts, case studies and thematic frameworks to enable rapid reuse and improvement Qualifications and Experience • Education: Graduates or MBA/PGDM in Marketing, Communications or Business Management from a reputed institution. • Experience: 8-14 years in visit execution, pre-sales/marketing with proven expertise in client visit management, strong business acumen and creative excellence. Core skills required: Planning, collaboration and relationship building • Proven experience managing cross-functional teams and engaging global stakeholders • Ability to conceptualize and plan client visits across all touchpoints, ensuring seamless collaboration across Sales, Marketing, Delivery, GWS, GPS and other enabling functions • Strong relationship-building skills to build trust and alignment across the ecosystem Visit execution and management • Expertise in end-to-end visit execution with a process-driven approach and sound financial acumen • Strong project ma