XM Deployment & Adoption Manager

Sodexo Group

Founded in 1966 by Pierre Belon in Marseilles, France, Sodexo is the worldwide leader in Quality-of-Life services.

Over 40 years, we have developed unique expertise, backed by nearly 428,000 employees in 80 countries across the globe with consolidated revenue of 18 billion Euros. We are ranked the 18th largest employer worldwide.

Our experiences with our over 75 million customers every day enable us to develop Quality of Life services that reinforce the well-being of individuals, improving their effectiveness and helping companies and organizations to improve performance.

In combining the diverse talents of our teams, Sodexo is the only company to integrate a complete offer of innovative services, based on over 100 professions. We develop, manage, and deliver a unique array of On -site Services, Benefits & Rewards Services and Personal and Home Services for all our clients to improve the Quality of Life.

On-site Services

Sodexo's comprehensive, integrated solutions cover a wide range of services in a variety of working and living environment. We contribute to enhancing employees well-being, optimizing work processes, and ensuring the proper functioning and safety of sites for companies, hospitals, university campuses, cocreational facilities and large worksites.

Sodexo On-site Services has a direct link to services in India back to 1966. With over 40,000 employees, Sodexo India is recognized as a strategic partner, by providing a range of Quality-of-Life Services for clients, their employees, and visitors in the corporate, education, healthcare, and remote sites segments. Delivering more than 40 different food and facilities management solutions across 1050+ sites and 800,000 consumers, Sodexo is a market leader in India in terms of revenue, consumers served, and employees retained.

www.sodexo.com . There is no overlap with Benefits and Rewards or Personal / Home care services as those are separate entities. The role rests within Sodexo Onsite Services itself

Role Overview

The Experience Management (XM) Platform Deployment Lead will lead the successful rollout, adoption, and operational management of Experience Management platforms such as Qualtrics, etc. across Sodexo sites.

This role will work closely with Operations, TECH, Marketing, Client, Site teams, and external partners to ensure seamless implementation, effective user enablement, and sustained platform adoption. The successful candidate will combine project management, stakeholder engagement, and training expertise to support Sodexo's consumer feedback programs and drive continuous improvement in customer experience.

Key Responsibilities

Platform Deployment & Implementation

• Lead the end-to-end deployment of XM platforms (e.g., Qualtrics or similar solutions) across Sodexo sites.
• Manage site onboarding activities, survey configuration, QR code and link generation, data uploads, and rollout schedules.
• Partner with Operations, TECH, Marketing, site teams, and external vendors to ensure successful and timely implementation.
• Identify, troubleshoot, and resolve deployment-related issues to minimize disruption.
• Coordinate the rollout and ongoing execution of Daily Feedback Mechanism and Annual Surveys /Programs across Sodexo locations.

Site Enablement & Adoption

• Deliver onboarding and training sessions to site teams and platform users.
• Enable users to independently manage and utilize the platform for customer feedback collection and monitoring.
• Develop and maintain user guides, training materials, FAQs, and communication toolkits.
• Provide ongoing support and guidance to users, addressing platform-related questions and challenges.
• Drive sustained platform adoption and encourage consistent usage across all deployed sites.

Governance, Tracking & Reporting

• Maintain deployment trackers, implementation repositories, and site-level records.
• Monitor rollout progress, adoption metrics, and platform utilization across locations.
• Develop dashboards and reports, track deployment status, adoption rates, response volumes, and defined KPIs.
• Identify implementation gaps and collaborate with stakeholders to drive timely resolution and continuous improvement.
• Ensure deployment standards, processes, and governance requirements are consistently followed.

Qualifications & Experience

• Bachelors degree in Business, Marketing, Operations, Information Systems, or a related field.
• 5+ years of experience in Experience Management (XM), Customer Experience (CX), platform implementation, program management, feedback operations, or related functions.
• Hands-on experience implementing and managing Experience Management platforms, preferably Qualtrics or similar solutions.
• Proven track record of managing multi-site deployments, user onboarding, training, and change adoption initiatives.
• Strong stakeholder management skills with the ability to work effectively with cross functional teams.
• Advanced proficiency in MS Excel and experience creating operational reports, dashboards, and deployment trackers.
• Strong project coordination, communication, and problem-solving skills.
• Ability to manage multiple projects, timelines, and stakeholders simultaneously in a fast-paced environment.

Why Join Sodexo India?

At Sodexo, we believe in creating a better every day for everyone. This role offers the opportunity to make a significant impact on client success and business growth, while working with a purpose-driven organization committed to quality of life.