Functional Assistant Manager | Hybrid - Makati/BGC

Roles & responsibilities

Workstream Leadership & Delivery Management

• Lead end-to-end delivery of transformation workstreams, including scoping, planning, governance, and stakeholder alignment.
• Manage risks, dependencies, RAID items, and delivery assurance activities to ensure consistent execution quality.
• Drive synthesis of insights, shape solution options, and articulate clear recommendations for executive stakeholders.

Functional Architecture & Operating Model Leadership

• Design target operating models, capability architectures, service blueprints, and future-state functional frameworks aligned to strategic priorities.
• Translate strategic objectives into scalable, platform-enabled functional designs that integrate with CRM, CDP, Marketing Cloud, and Service Cloud ecosystems.

Customer Strategy & Experience Transformation

• Lead customer journey re-design, VOC measurement frameworks, process optimization, and experience enhancement initiatives.
• Define performance models, KPI trees, and value realization mechanisms for customer functions.

Platform-Enabled Transformation Execution

• Provide senior guidance on functional-technical alignment, backlog prioritization, and acceptance criteria review.
• Oversee functional governance for Medallia programs (survey architectures, dashboards, text analytics, closed-loop workflows).
• Partner with product/engineering leads to ensure solution integrity and adherence to transformation objectives.

Client Leadership & Advisory

• Act as a trusted advisor to client leadership teams, facilitating structured workshops, problem-framing exercises, and decision- making forums.
• Develop and deliver high-impact executive presentations, business cases, and transformation roadmaps.

Team Leadership & Practice Contribution

• Coach and mentor Associates and Consultants, ensuring capability uplift and high-quality delivery.
• Contribute to practice accelerators, frameworks, thought leadership, and proposal development.

Required Skills & Expertise

Consulting & Leadership Skills

• Strong problem-structuring capability, able to break down complex issues into actionable workstreams.
• Proven stakeholder management at senior levels, with strong influencing and facilitation skills.
• Expertise in business storytelling, strategic synthesis, and executive-level communication.

Functional Expertise

• Deep understanding of Marketing, Sales, Service, and CX functions and their operating mechanics.
• Strong command of journey mapping, process design, VOC measurement, and performance governance.
• Experience designing scalable functional architectures integrated with enterprise platforms.

Technology & Platform Acumen

• Strong working knowledge of CRM, CDP, Marketing/Service Clouds.
• Experience contributing to or overseeing Medallia CX programs beneficial.
• Familiarity with AI/ML use cases across customer functions.
• Proficiency in the consulting productivity stack (PowerPoint, Excel, Miro, Jira, Confluence).

Qualification

• B.E./B.Tech/MBA
• 7 – 10 years of consulting or customer transformation experience.

Additional Details:

• Work arrangement: Hybrid - Makati or BGC office