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

• Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI

• Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries

• Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality

• Process Improvement methodologies

• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots

• Experience of RFI/RFP processes and effective solution/proposal creation

• Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) is a plus

Job Responsibilities

• Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients)

• Consult with internal stakeholders across industry verticals to engage with existing and new clients

• Develop customer operations solutions through collaborating with other areas and expertise across Capgemini

• Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs

• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies

• Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes

• 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)

• Assist clients in optimising their workforce and skill sets to meet service levels and changing demand periods

• Recommend a Rightshore model that enables positive customer experiences and cost model

• Create technology recommendations for clients to increase their digital strategies

• Creating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market

Competencies and Skills