Customer Experience & Digital Transformation Sales Leader

at  Capgemini

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

COMPETENCIES AND SKILLS

Service & Delivery
Business Leadership
Negotiating
Process Managemen

• 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