I&P GN - Song –Commerce- Manager - Process Excellence-PE

GN SONG Commerce - Process Excellence - Manager

Job Title: GN SONG Commerce - Process Excellence - Manager

Management Level: 07 / Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must Have Skills: Commerce Process Redesign, Commerce Operating Model Transformation, AI & Agentic Integration, Client Consulting

Good to Have Skills: Agent Experience (AX) Design, Process Mapping / Mining, Commerce & Content Platform Ecosystems, Data Visualization (Tableau / Power BI)

Job Summary

Practice: I&P | Global Network SONG Commerce | Areas of Work: Commerce Process Excellence, AI-Enabled Commerce Transformation, Future-State Commerce Process Design, Commerce Operating Model Redesign, Agent Experience (AX) Design, Functional Consulting.

As a Manager, you will help clients reimagine how commerce work gets done across product content and experience design, digital shelf and channel operations, discoverability, merchandising, pricing and promotions, order management, and measurement — through process redesign, digital innovation, data-driven decision-making, and AI-powered ways of working. Operating at the intersection of customer experience, commerce, analytics, technology, and operations, you will lead workstreams, conduct capability and process assessments, define future-state processes and operating models, shape transformation roadmaps, and deliver measurable outcomes that improve growth, customer value, and operational effectiveness.

You Are

You are a hands-on commerce transformation leader who can take ownership of a client workstream from diagnostic through future-state design. You combine practical knowledge of how modern commerce functions operate with structured process excellence methods, and you can translate business priorities into clear process, operating model, technology, data, AI, governance, and adoption requirements.

You design at the intersection of commerce practitioner, AI agent, platform, and process. You apply Agent Experience (AX) Design principles to determine where AI agents can support or automate commerce work, where human judgment is essential, and how roles, controls, escalation, and handoffs should be designed to improve speed, quality, compliance, and business outcomes.

Areas of Work

Commerce Process Excellence — Commerce Operating Model, Commerce Content & Experience Design, Off-Platform & AI Discoverability, Commerce Intelligence & Optimization, Agentic Commerce Operations

Roles & Responsibilities

Use AI tools across research, analysis, design, and deliverable creation, and identify opportunities to embed AI and agentic solutions into redesigned commerce processes. As a Manager, you will be expected to independently lead workstreams, facilitate client discussions, and convert analysis into implementation-ready recommendations. Your responsibilities include:

Commerce Transformation & Benchmarking

·       Assess commerce trends, shopper and channel shifts, AI-driven discovery behaviour, and peer practices to identify process reinvention opportunities across commerce operating model and ways of working, commerce content and experience design across PDP, D2C and campaign assets, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management and fulfilment, off-platform and AI-driven discoverability, commerce intelligence and optimization, and agentic commerce operations.

·       Lead capability and process diagnostics and benchmarking to identify performance gaps, pain points, control issues, duplication, and opportunities to improve productivity, speed-to-market, customer experience, commerce effectiveness, and cost efficiency.

·       Build data-driven assessments and executive-ready insights using AI-assisted analysis and visualization tools, translating findings into clear transformation priorities linked to traffic, conversion, AOV, GMV, and margin.

Future-State Commerce Process Design

·       Lead future-state commerce process and operating model design covering AI integration points, workflow automation, decision rights, governance, human-machine interaction, platform enablement, measurement, and workforce adoption.

·       Lead client discovery workshops and stakeholder interviews; facilitate design thinking sessions and co-creation workshops across commerce, content, merchandising, channel, analytics, technology, and operations teams; present and defend recommendations to senior client leadership; and manage day-to-day client relationships and issue resolution.

·       Connect future-state commerce processes to commerce and content platforms — including PIM, DAM, CMS, OMS, marketplace and retail media ecosystems — so that transformation designs are practical, scalable, measurable, and ready for implementation.

Operating Model, Change & Adoption

·       Develop change-impact assessments covering roles, skills, governance, ways of working, service delivery, and adoption implications created by redesigned commerce processes.

·       Build and maintain commerce process playbooks, redesign methods, benchmarks, and reusable assets; contribute to proposals and thought leadership; and coach junior practitioners on commerce process excellence and operating model design.

AI & AX Design Application

·       Embed Agent Experience (AX) Design principles into commerce process specifications by defining AI agent roles, autonomy levels, decision boundaries, controls, escalation triggers, and human-agent handoffs within redesigned workflows.

·       Identify practical agentic use cases across product content creation and enrichment, discoverability optimization, assortment and pricing decisions, campaign and channel operations, order orchestration, measurement, and reporting — with appropriate guardrails, brand safety controls, and governance.

Professional & Technical Skills

·       2-8 years of experience in process excellence, commerce transformation, functional consulting, or management consulting, with increasing independence across engagements.

·       Demonstrated ability to lead client workstreams, conduct capability and current-state process assessments, facilitate workshops, and present future-state recommendations to senior stakeholders.

·       Strong understanding of commerce operating models and processes across two or more areas such as product content and experience design, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management, or commerce analytics.

·       Working knowledge of how AI, automation, and agentic solutions can be integrated into commerce processes, including operating model and governance implications.

·       Working knowledge of AI-driven discovery and off-platform visibility — including AI-ready product content, structured product data and knowledge foundations, and visibility across answer engines and LLM surfaces — and their implications for commerce process design.

·       Experience with process mapping, benchmarking, change-impact analysis, and business case development; ability to translate data into structured, business-ready recommendations.

·       Strong communication, workshop facilitation, and client relationship skills, with the ability to explain complex process, AI, data, and technology choices in business terms.

·       Ability to connect customer and growth outcomes with commerce process, operating model, technology, data, AI, governance, measurement, and adoption requirements.

·       Experience working in fast-paced, matrixed, global consulting environments and managing multiple workstreams with client-facing accountability.

·       Experience contributing to business development, proposal or RFP development, reusable assets, or thought leadership, and coaching junior practitioners, is preferred.

Additional Information

·       Experience in consumer-led B2C industries is strongly preferred, including Consumer Goods & Services, Retail, Travel, Fashion & Luxury, High Tech, Communications & Media, or similar sectors with scaled commerce operations.

·       Familiarity with process mapping or process mining tools such as Visio, Signavio, ARIS, or equivalent is a strong differentiator.

·       Exposure to commerce and content platform ecosystems — such as enterprise commerce platforms, PIM, DAM, CMS, OMS, marketplace and syndication tools — is desirable.

·       Applied knowledge of Agent Experience (AX) Design principles — including agent autonomy, handoffs, escalation, controls, and human oversight — is preferred.

·       Strong analytical skills and ability to connect process improvements to measurable commerce outcomes such as productivity, speed-to-market, content quality, discoverability, conversion, GMV, or customer experience.

·       Proactive approach to continuous learning; stays current on AI, agentic commerce, automation, commerce operating models, and emerging digital commerce practices.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world's largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 774,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting

Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network — a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.

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