Senior Manager - Markets - National - CBS - C&I - MAT - Solution Activation at EY

New Delhi, delhi, India -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

0.0

Posted On

14 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Experience, Data Analysis, Stakeholder Management, Project Management, Communication, Collaboration, Digital Tools, Customer Experience, Feedback Programs, Service Delivery, Organizational Skills, Analytical Mindset, CRM Systems, Presentation Skills, Negotiation Skills, Problem Solving

Industry

Professional Services

Description

Requisition Id: 1668822 As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.The opportunity : Senior Manager-National-Markets-CBS - C&I - MAT - Solution Activation - New DelhiNational : National comprises of sector agnostic teams working across industries for a well rounded experience. CBS - C&I - MAT - Solution Activation : Our Markets team focuses on providing account teams with the support they need to help drive revenue growth. Our "account-centric" approach to serving clients starts with understanding their business and providing tools and enablers to provide consistency on how we identify and align our services and solutions to our clients' most pressing issues. We deliver services through one or more of our four global service lines: Assurance, Consulting, Strategy and Transactions and Tax. Our Markets team comprises of Business Development and Brand Media & Communication (BMC). By adopting EY methodologies, executing on guidance, and leveraging tools and strategic programs, we bring the necessary rigor to our engagements. And by accessing our latest EY insights, solutions and client conversation tools, we have more meaningful conversations with our clients to help shape their thinking and generate additional value creation. Your key responsibilitiesTechnical Excellence Client Experience (CX) Program Coordinator/Manager The Client Experience (CX) Program Coordinator/Manager will lead the design, implementation, and continuous improvement of the Client Experience (CX) program, including Voice of the Client (VoC) initiatives. This role is responsible for capturing, analyzing, and reporting on client feedback, translating insights into actionable strategies, and collaborating with teams to enhance service delivery and client satisfaction. Your key responsibilities Lead the design, implementation, and continuous improvement of the Client Experience (CX) program, including Voice of the Client (VoC) initiatives. Utilize digital tools such as CX LENS to capture, analyze, and report on client feedback across the engagement lifecycle. Translate client insights into actionable strategies that enhance service delivery, client satisfaction, and loyalty. Collaborate with account and engagement teams to initiate client feedback activities, including setting up interviews and surveys. Develop and maintain dashboards, scorecards, and reports that track CX metrics (e.g., CX Score - Program Strength, Client Feedback Score). Ensure alignment of CX initiatives with global strategy and business objectives. To qualify for the role, you must have Bachelor’s or Master’s degree in Business Administration, Marketing, Communications, or a related field. Strong understanding of client-centric strategies and customer experience frameworks. Proficiency in data analysis and visualization tools (e.g., Power BI, Excel, Tableau). Excellent communication and stakeholder management skills. Ability to work cross-functionally and influence without authority. Experience 5–8 years of experience in client experience, customer success, or program management roles. Proven track record of managing feedback programs and driving measurable improvements in client satisfaction. Experience working in professional services, consulting, or B2B environments is preferred. Familiarity with digital CX platforms and CRM systems. Demonstrated passion for delivering exceptional client service and building long-term relationships. Strong organizational skills with the ability to manage multiple priorities in a fast-paced, matrixed environment. Analytical mindset with the ability to derive insights from qualitative and quantitative data. What we look for People with the ability to work in a collaborative way to provide services across multiple client departments while adhering to commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. You should possess excellent communication, facilitation, relationship-building, presentation and negotiation skills. The role expects you to be flexible, adaptable, and creative, with willingness to travel. Skills and attributesTo qualify for the role you must haveQualification Bachelor of Business Administration Master of Science in Data Science Master of Commerce Master of Business Administration Master of Design Bachelor of Commerce Experience Project Management (6+ years) What we look forPeople with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach. What we offerFuelled by the brilliance of our people, EY has emerged as the strongest brand and the most attractive employer in our field, with market-leading growth over competitors. Our people work side-by-side with market-leading entrepreneurs, game-changers, disruptors, and visionaries. As an organization, we are investing more time, technology, and money than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills, and opportunities.EY is equally committed to being an inclusive employer, and we strive to achieve the right balance for our people—enabling us to deliver excellent client service while allowing our people to build their careers as well as focus on their wellbeing.If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.Join us in shaping the future with confidence. Apply Now

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Responsibilities

The Senior Manager will lead the design, implementation, and continuous improvement of the Client Experience (CX) program, focusing on capturing and analyzing client feedback. This role involves collaborating with teams to enhance service delivery and client satisfaction.