Manager (MCX) – Customer CoE

About us

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 65 offices in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

In 2004, the firm established its presence in the Indian market by opening the Bain Capability Center (BCC) in New Delhi. The BCC is now known as BCN (Bain Capability Network) with its nodes across various geographies. BCN is an integral and largest unit of (ECD) Expert Client Delivery. ECD plays a critical role as it adds value to Bains case teams globally by supporting them with analytics and research solutioning across all industries, specific domains for corporate cases, client development, private equity diligence or Bain intellectual property. The BCN comprises of Consulting Services, Knowledge Services and Shared Services.

Who you will work with

BCN Customer COE, as part of Bain’s expert client delivery network, has the vision to lend expertise, speed and competitiveness to Bain’s Pricing, Commercial excellence, Marketing & Customer Experience projects through co-developing and delivering Pricing products, designing Go-to-Market Strategy Solutions and Improve customer experience effectively through client-specific analysis/solutions. In the CoE, we develop products and deliver solutions that help clients identify and fulfil full potential across the entire value chain of sales and customer journey. Also capturing value across – from problem identification, solution designing, and implementation, to capability transfer.

The CoE has fast-paced, dynamic environment with continuous innovation and learning. We offer multitude of professional development opportunities for those who like to problem-solve in an analytical environment. The COE provides a truly global experience with opportunity to work with experts, Bain teams and clients across the world in an inclusive, collaborative and fun-loving team culture. There are also global transfer opportunities for high performers.

This role is based out of the Marketing and Customer Experience (MCX) team in the broader Capabilities cluster. MCX team works on building and deploying analytical solutions pertaining to Bain’s Customer Practice, delivering quality analysis and generating strong business insights in the Marketing and Customer Experience (MCX) domain. The team primarily helps Bain case teams, across geographies and industries, solve critical client issues by applying battle-proven diagnostics/ solutions that can identify client pain points related to marketing, brand, and customer strategy. They also play a significant role in creating, testing, and contributing to the proprietary products and Bain IP within the domain, in close collaboration with Customer Practice leadership

What you’ll do 

Customer CoE Managers lead multiple teams

A manager acts as a strategic Leader who takes responsibility developing team members for key leadership roles in BCN teams. He/she provides feedback and coaches Project Leaders on task execution and role. They provide significant direction and support to resolve complex issues/conflicts and effectively manage client and team. Customer CoE manager would also contribute in other CoE initiatives such as recruiting, training, business strategy etc. He/ she may be required to travel to client or case team locations on need basis

• Leads multiple teams comprising of Project Leaders/ Associates/Analysts to execute multiple cases or IP development simultaneously 
• Understand client needs and situations and adapt to case expectations. Show ability to resolve complex issues across work streams. 
• Is proficient at identifying and deploying relevant resourcesand analytical tools while ensuring timely, high quality, error-free analysis and output produced by the team
• Effectively manages client and team meetings and deliver clear and professional presentations to the senior case team members, practice stakeholders across the Bain teams as well as Bain clients. 
• Brainstorm with the CoE Director, practice manager, expert partner as required on various strategic aspects for IP/product development as well as CoE learning and professional development. 

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• Provide coaching and mentoring to their teams. Consistently provide responsible feedback in all interactions; recognizes team’s professional development needs and provide feedback toward constant improvement.
• Ensure a consistent and positive team experience by managing expectations between case teams/clients and BCN teams
• Participate in COE resource planning, recruitment and development

About you

Candidates should be graduate/post-graduate in statistics /analytics/ MBA with strong academic records and a minimum of 8 years of industry experience in market research, data analytics or consulting with customer / marketing analytics exposure. Candidates should possess excellent analytical, work planning, communication and team skills. Prior experience with project management, team management, coaching and mentoring is important. Strong understanding of M/CX domain as well as the broader business context, including marketing trends, customer behaviors, and financial impact

Technical skills (good to have):

• Hands on experience with CX tools (e.g., Qualtrics, Incquery) and concepts (Loyalty, Customer journeys, benchmarking, primary research) OR
• Hands on experience with digital marketing tools (e.g., SEMRush, Similarweb, Sensortower, etc.). and concepts (media spend, SEO/ SEM, traffic/ channel analysis)
• Experience with any of the following topics is a plus – survey-based tools and analytics, diagnostics, data analytics and LLMs/ Gen AI
• Working proficiency in data visualization tools (Tableau, Power BI) is a plus.
• Strong skills in Python, Microsoft Excel and PowerPoint is required. Proficiency and experience in other ETL or analytical tools (SQL, R, SAS, Tableau or Alteryx) will be preferred.

What makes us a great place to work

We are proud to be consistently recognized as one of the worlds best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoors list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents..