Engagement Manager

Capgemini • Atlanta, GA

1d • Hybrid

About The Position

We are seeking a highly experienced Senior Engagement Manager – Digital Customer Experience (DCX) to lead large-scale, global customer experience transformation programs. This role spans across marketing, sales, commerce, and customer service domains, driving strategic initiatives that deliver measurable business outcomes. This is a client-facing leadership role, responsible for managing executive relationships, governing complex multi-project programs end-to-end, and ensuring successful delivery through cross-functional global teams.

Requirements

• 10+ years of experience managing complex, enterprise-scale transformation programs
• Proven expertise in Digital Customer Experience across marketing, sales, commerce, and service domains
• Strong experience engaging with senior executives (CxO level)
• Demonstrated success in program delivery, governance, and stakeholder management
• Experience with Agile/SAFe methodologies and modern delivery frameworks
• Exposure to cloud ecosystems and CX platforms (e.g., Salesforce, Adobe, SAP, etc.)
• Strong commercial acumen and experience managing program financials
• Exceptional communication and leadership skills
• Strategic thinking and problem-solving ability
• Strong client management and influencing skills
• Deep understanding of customer journey transformation and digital ecosystems
• Proven track record in delivery excellence and thought leadership

Responsibilities

• Lead and govern large-scale, multi-stream CX transformation programs end-to-end
• Establish and maintain program governance frameworks, ensuring alignment with business goals
• Monitor delivery performance, mitigate risks, and ensure adherence to timelines, budgets, and quality standards
• Build and manage strong relationships with CxO-level stakeholders
• Act as a trusted advisor, providing strategic guidance on CX transformation initiatives
• Facilitate executive communications, steering committees, and decision-making forums
• Lead cross-functional, global delivery teams across multiple geographies
• Oversee project managers and ensure effective execution of program objectives
• Mentor and coach team members, fostering a culture of excellence and continuous improvement
• Support sales and business development efforts, including proposals and client presentations
• Contribute to business case development and value articulation for CX initiatives
• Drive commercial oversight, ensuring profitability and financial performance of engagements
• Contribute to the design and execution of Digital Customer Experience strategies
• Leverage industry trends, tools, and frameworks to enhance customer journeys
• Promote continuous improvement and innovation in delivery methodologies and CX practices
• Define and track KPIs and success metrics aligned to business outcomes
• Ensure realization of tangible benefits and ROI from transformation programs

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed