LOCATION

Netherlands
Job Title:
Head of Strategy, Practices (Specialized Services)
Job Description
Are you ready to shape the future of a global leader in customer experience solutions? Concentrix is seeking a visionary Head of Strategy for our Practices division—a powerhouse of specialized services driving double-digit growth across emerging market segments. In this role, you’ll lead strategic analysis, develop market-entry strategies, and partner with senior leadership to transform insights into action. If you’re a dynamic strategist with a passion for innovation and an entrepreneurial spirit, this is your opportunity to impact high-growth, high-potential industries on a global scale. Apply today and lead the charge in defining the next generation of customer experiences!
Concentrix is a leading global provider of customer experience (CX) solutions and technology. We create game-changing customer journeys for some of the world’s best brands, and the ones that are changing the world as we know it. Every day, we Design, Build and Run CX that helps brands grow across the world and into the future. Whether it’s a specific solution or the whole end-to-end journey — we’ve got it covered. We’re the strategic thinkers who design brand-defining experiences. The tech geeks who build smarter solutions. And the operational experts who run it all and make it work seamlessly. Across 70+ countries and six continents, we provide services across key industry verticals including technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.
Our Practices business is one of our building’s blocks for the future of our company that focuses on unique go to market services with higher growth and profitability goals. They’re custom-made for unique market segments, targeting different clients or stakeholders, with specialized offerings, technology, and operations.
Practices play a key role in Concentrix’ growth and diversification strategy, providing access to new high-potential market segments. We have a very high ambition for our Practices, with double-digit year-on-year growth.

We currently have 7 Practices:

• B2B Sales Services: Demand generation, inside sales, customer success, renewals, channel management services
• Trust & Safety: Content moderation, platform integrity and identity operations, legal and regulatory operations, business integrity, and AI support services
• Collections & order to cash services
• Financial Crime & Compliance services: Know your customer (KYC), anti-money laundering (AML), fraud and chargeback management
• Medica: Healthcare activities around Sales & Promotion, Compliance Services & Patient Support Programs
• VOC (Voice of the Customer): proprietary SaaS platform plus professional services to help clients collect and analyze customer feedback and other relevant data; socialize insights; inform CX improvements; and track the results of these improvements on an ongoing basis.
• PMG (Performance Marketing Group): harnessing first and third-party data-driven marketing communications channels to drive customer engagement and action.

Reporting to the SVP, Practices, the Head of Strategy, Practices role is the following:

Strategic analysis – New market segments assessment & market trends:

• Conduct strategic analysis of specific market segments to identify new Practices opportunities – incl. assessment of market size, growth, attractiveness, competition, target audience, business model; define CNX potential positioning, right to win and elaboration of a recommendation
• Team-up where relevant with M&A team on targets identification and assessment, based on defined priorities
• Monitor market trends, evolutions, competitors moves, new technologies on our Practices markets; work with Practice teams to assess potential impact and moves

Analysis and support to the development of our Practices’ businesses throughout life-cycle changes (incubate, nest, scale, divest, etc);

• Work jointly with Practice leads to design what to do with each Practice throughout its life-cycle, incl. implications on organization
• Define and track our Practices strategic priorities to set us up for future growth – keeping a “challenging the status quo” mindset
• Support the launch of new Practices, teaming up with Practice lead

Practices governance & performance management

• Ensure the visibility and the correct representation of Practices in relevant CNX reports and instances, incl. Board, MBRs, QBRs, weekly sales updates, etc
• Be the primary POC for Practices business partners from other functions, driving cross-practices priorities, incl. with marketing, finance, people solutions, innovation, sales ops – also with sales & AM and client success on relevant Practices’ topics, e.g., ops excellence, cross-sell, incentive plan
• Drive Practices’ governance with relevant stakeholders, incl. Practices’ MBRs, QBRs, X-practices quarterly updates, etc – always challenging the status quo on most relevant instances.
• Define and support the development of relevant reports, KPIs, dashboards (defining relevant audience)
• Team up with the SVP, Practices to represent Practices in the right instances, with the relevant vision, strategy, actionable plans for execution

What do we expect from the Head of Strategy, Practices?

• Be a subject matter expert on our Practices, understanding our value proposition, our capabilities, our strengths but also our weaknesses and our blind angles
• Run constant research on our fast-moving markets to identify business trends, key players and develop our position on long-term strategic issues
• Lead the corporate strategy design for our practices and, where relevant, partner with the M&A team to translate it into specified targets for partnerships or M&A
• Be a thought partner and trusted advisor to leadership and cross-functional partners

What are the skills we are looking for?

• 8-12 years of experience with a combination of consulting and/or industry experience with a background in strategy consulting, business operations or corporate strategy
• Excellent strategic and analytical skills combined with a practical, quantifiable, and structured approach to problem solving
• Strategic experience in fast moving industries highly preferred
• Ability to bring people (internal and external) together and drive projects through. Strong influencing skills
• Entrepreneurial mindset, passion for growth and game-changer attitude
• Highly international mind-set and be fully fluent in English

The Head of Strategy, Practices, has one direct report – Practices Senior Manager, Project Management, who will be supporting the Head of Strategy, Practices on transversal initiatives as well as ad hoc strategic assessments.

LI-Remote

Location:
FRA Work-at-Home
Language Requirements:
Time Type:
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Please refer the Job description for details