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
