Customer Service Sales & Solutions Leader

About the Job you're Considering Capgemini’s Intelligent Customer Operations 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 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. 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 Centremarket 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 solutions and outsourcing services for contactcentres

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 integrated Contact Centre solutions and services in terms of technology,operational delivery, WFM, Learning, Reporting & Analytics and Quality. Process Improvement methodologies.

Experience improving customer journeys to improve…