Job
Description
Role Overview: You will be leading global delivery and client relationship management for multiple projects in Capgemini's Connected Marketing Operations practice. The main focus will be on providing Content Operations, Campaign Services, and Performance Marketing solutions to drive marketing and sales outcomes for top fortune 500 clients. If you are motivated by hyper growth challenges and enjoy impressing clients with innovative solutions, this leadership role may be the perfect fit for you. Key Responsibilities: - Lead a large team across the globe for interaction operations including voice, chat, email, and data - Fully responsible for meeting business SLAs - Support and drive the digital transformation agenda for clients - Assess existing processes and technology to identify opportunities for implementing new CX methodologies with client stakeholders - Create technical and resourcing business cases aligned with client objectives - Present at SLT sessions on existing and prospective new client engagements - Design, plan, and develop complex business solutions involving digital platform technologies and Intelligent Automation - Manage a sales pipeline across Customer Operations and CX offerings - Create digitally enabled solutions for prospective clients - Collaborate with Capgemini practices to develop industry-leading solutions with clear business outcome commitments - Develop a team of CX Consultants to identify new business opportunities with clients - Build strong internal and external networks for future CX opportunities - Consult with internal stakeholders across sector verticals to drive client engagements - Stay updated on Contact Centre technology and market insights, sharing knowledge across networks - Attend networking events and CX conferences - Utilize industry knowledge and CX expertise to enhance customer experience outcomes - Develop and deliver solutions by responding to client RFI/RFPs with Digital Transformation opportunities Qualifications Required: - 18+ years of experience with a large marketing shared services or marketing service provider with a strong project track record - Experience in Business Consulting with Professional Service organization for more than 15 years - Large-scale BPO transformation and/or Professional Services experience - Understanding of solutions for Contact Centres and digital channels - Ability to create client proposals utilizing various data points - Management experience with CX Consultants or Process Transformation/Improvement team - Commercial modelling and sizing experience - Knowledge of the latest Technology trends in Contact Centre and Digital Transformation markets - Clear understanding of deflection and automation techniques within Contact Centre and CX space - Experience in developing CX solutions for implementation such as chat bots and conversational AI - Cross-sector experience in industries like Financial Services, Manufacturing, Media & Entertainment, Retail, and Technology - Handling various Contact Centre processes including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desk - Working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics, and Quality Process Improvement methodologies - Passion for improving CX and supporting clients on their journey - Experience in enhancing customer journeys to improve CX outcomes - Knowledge of simple automation principles such as call deflection, webchat, conversational AI, and chat bots - Working knowledge of contact center solutions like Zendesk, AWS, Genesys Cloud, and Nice,
