Job Title:
Principal Consultant Customer Experience (W/M/D)
Job Description
We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
Challenge Conventions
Deliver outcomes unimagined
Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Remote
Responsibilities
- Pilot the Customer transformation projects that we perform for our customers.
- Oversee and assure the delivery of consultant activity with clients
- Manage and nurture client relationships to [build loyalty and develop the customer portfolio]
- Some examples of projects we carry out
- Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
- Definition and optimization of omnichannel customer journeys
- Selfcarization / automation of their relational systems
- Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
- Definition of outsourcing strategy
- Design and execution of transformation programmes
- Optimization of operating models (operational excellence, optimization of productivity, optimization of commercial performance,…)
- Redesign / optimization of commercial acquisition systems, Implementation of "Voice of the Customer" program
- Contribute to our business development actions:
- Prospecting: identification of targets, exploratory meetings, management and drafting of commercial proposals, etc.
- Loyalty and development of the customer portfolio
- Participate in actions to develop the notoriety of the firm (speaking out, thought leadership, participation in industry events, etc.)
- Monitor and support the development of the firm's consultants (recruitment, managerial support, development of skills, etc.)
Your profile
- 7+ years of experience in a management/strategy consulting firm, a Global System Integrator, and/or in Big 4 firms.
- Proficient in English language and German Language
- Experience on customer experience topics (strategy/operations) is required.
- Experience and network beyond DACH would be beneficial but not essential.
- Autonomy, audacity, desire to participate in an intrapreneurial adventure, within a solid, recognized and growing group
- Team spirit
- Implement and guide our clients' customer transformation projects
- Ability to develop relationships of trust with our clients (CxO level) and our internal interlocutors within Concentrix
- Team management: recruit, guiding our talents to ensure the fulfillment and development of everyone.
- Willingness to travel within EMEA region
Location:
DEU Work-at-Home
Language Requirements:
Time Type:
Full time
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