Job Summary: This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Manage business operations, drive performance optimization, and lead cross-functional teams to achieve organizational objectives. To work with leading Utilities clients to develop and execute global strategies, manage complex CRM programs and integrate customer solutions to meet changing business challenges and regulations. Utilize Utilities retail and customer service process understanding and experience in customer solutions (CRM) to design, implement and deliver enhanced capabilities for Utilities Clients. Lead and support large CRM implementation programs in functional capacity, leveraging Utilities domain knowledge and CRM product experience. Work with Client SMEs to define business requirement, design future process & functional solution and drive client workshops Lead Team of junior Consultants / Analyst on the project Engage in producing high caliber reports, PoVs, developing market relevant assets and accelerators. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Bring your best skills forward to excel in the role: Utilities retail and customer services process & domain expertise Expertise in one or more CRM platforms such as SAP C4C/ Salesforce/ Oracle CX in areas like Services, Sales & Marketing Good Understanding of CRM integration with Utilities systems such IVR/CTI, CIS, MDM, Outage Management etc. Would be advantageous but not mandatory: CRM certification (Salesforce/SAP CRM/Oracle CX)

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