Job Opportunities in Romania
October 8, 2024
CAPGEMINI ENGINEERING
Iasi
OTHER
Customer Experience & Digital Transformation Sales Leader
Short Description
As a Customer Experience & Digital Transformation Sales Leader, you will be responsible for creating, developing and closing a sales pipeline of customer solutions that support the extensive growth of the Intelligent Customer Operations Practice within Business Services
Qualifications
-
Experience of solutions for Contact Centres
-
Experience within commercial modelling and sizing
-
Management of a successfully delivered sales pipeline
-
Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets
-
Ability to create Contact Centre/CX solutions that support client objectives
-
Understanding of the latest Technology trends in the Contact Centre and Digital Transformation market
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Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI
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Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries
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Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
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Process Improvement methodologies
-
Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots
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Experience of RFI/RFP processes and effective solution/proposal creation
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Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) is a plus
Job Responsibilities
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Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients)
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Consult with internal stakeholders across industry verticals to engage with existing and new clients
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Develop customer operations solutions through collaborating with other areas and expertise across Capgemini
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Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs
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Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies
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Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
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Optimise processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve)
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Assist clients in optimising their workforce and skill sets to meet service levels and changing demand periods
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Recommend a Rightshore model that enables positive customer experiences and cost model
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Create technology recommendations for clients to increase their digital strategies
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Creating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market
Competencies and Skills
Service & Delivery
Business Leadership
Negotiating
Process Management
Ref. code
1835304
Posted on
22 Jul 2024
Experience level
Experienced Professional
Contract type
Permanent Full Time
Location
Iasi
Business unit
Business Services
Department
Project & Engagement Management
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