Customer Service Sales & Solutions Leader

# Customer Service Sales & Solutions Leader Birmingham, London Apply for this job
* Permanent* Experienced Professionals
* Business Analysis
* -en GB##
** About the Job you're Considering
** Capgemini’s Intelligent Business Operations CX Practice is focused on the design, build and operate across clients’ Customer Operations and Contact Centres. This includes:
* Best-in-class customer journey design and implementation.
* Design of digitally enabled operating models and contact strategies.
* Contact Centre and CRM technology deployment.
* Data and insight-led approaches to improve future CX outcomes.
* Running and transformation BPO contact centre operations

Hybrid working:
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including:  identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)##
** Your Role
** As a Customer Service Sales & Solutions 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. You will:
* 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 tomeet customer & client needs
* Assess existing processes and technology to identify opportunities for the implementation of new CXmethodologies
* 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 outsourcing 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 You can bring your whole self to work. At Capgemini, stiving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment,for everyone.##
** Your Skills and Experience
*** Experience of designing, selling and deploying contact centre/customer Service solutions and outsourcing services for contact centres
* Experience with in 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
* Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media,Financial Services industries
* Experience in working on…