Description :
Job Purpose : Providing consulting services with a specific focus on solutions aimed at delivering and improving an organisation's Sales & Service capability to various customers of
Responsibilities : Delivery :
Delivery :
Work with various units to shape and help deliver engagements focused on improving an organization's Sales & Service capabilities i.
e. sales operations, contact centre and customer services
Individual contribution on engagements would include but not be limited to : driving CX Design using tools like Customer Journeys, facilitating design workshops, developing high level business case, high level processes, detailing business requirements, reviewing high level solution architecture and creating implementation roadmap
Sales :
Provide pre-sales support for large bids work with a larger team to develop E2E solutions and proposals
Leverage consulting opportunities to drive downstream revenues
Practice Development :
Contribute to thought leadership - conference / articles / methodology / reusable assets
Requirements :
Strong background in the delivery of Sales and Service solutions, CRM, knowledge of digital and omni-channel, its associated processes and organizational implications
Knowledge of tools and techniques to help define the future state e.g. Customer Journey Mapping, Lifetime Value Mapping, Customer Segmentation, Target Operating Model etc.
Strong knowledge of CRM and its role across the organization
An understanding of the strategic drivers behind a Sales and Service program.
Excellent written and verbal communication and presentation skills to operate effectively at all levels of the business
An articulate, confident and engaging individual with strong people skills who can facilitate a client group
Must have a degree
The candidate must have prior experience of working for a consultancy firm
Experience of working across the full consulting lifecycle
Experience of working on a combination of :
o Consulting engagements
o Larger scale transformation(s)
o Delivery of CRM implementation projects
Knowledge of delivering projects / engagements covering at least 2 of the following functional areas :
o Sales Transformation
o Sales Effectiveness
o Customer Service
o Lead to Order
o Contact Center Operations
o Configure Price Quote
o Trade Promotions Management
o Sales Operations
o Channel Management
Familiarity with structured sales methodologies and / or customer service best practices
Experience of delivery to at least 2 of the following industries
o BFS
o Capital Markets
o CMI
o Life Sciences
o Manufacturing
o Retail
o TTH
o Utilities
Development of consulting propositions and associated collateral would be a benefit
Knowledge and experience of working on a previous Salesforce or MS-Dynamics implementation would be an advantage
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