Job Description – Client Visit Experience POD Lead (CV POD Lead)

The team

The eXperience and Deal Marketing Team (XDMT) is responsible for conceptualizing and delivering high-touch, high-impact experiences globally across three key charters:

Driving advisor-led high-intensity strategic deals across the deal lifecycle
Managing CECs driving brand and business experiences at our Noida and New Jersey centers and conceptualizing the new ones
Leading Client Visit Center of Excellence and managing high-impact client visits

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 HCLTech's global locations with a focus on the Top priority (Diamond / Platinum visits) in India to start with. 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 expert with proven experience in managing stakeholder expectations across multiple parallel client visits, understand requirements and plan CV experience for the POD, including a mix of verticals.

The Lead will be an expert in executing client visits 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

2. Execution and Governance

Act as the single point of contact (SPOC) for Diamond / Platinum 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

Team management, training and upskilling team to understand CV experience, planning and execution

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.

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 management capabilities, coupled with excellent communication and executive presentation skills
Proficiency in leveraging technology to enhance client visit experiences

Business acumen

Understanding of Client visit related marketing interventions.
Understanding stakeholder personas.

Creative aptitude

Content curation skills for impactful messaging and design.
Creative lens to understand the client expectations and translate them into compelling experiences.
Innovative approach to design client experiences with clear alignment to business context, purpose and expected outcomes.

Desired skills

Out-of-the-box thinking with flexibility to incorporate fresh ideas from Sales and industry best practices.
Stakeholder management skills, both internal and external.
Familiarity with innovative tools, including Generative AI to boost productivity, visualization client experience.