CX Consultant

  • Consultancy
  • Senior

Our client is a large international IT company with an integrated portfolio of technology led solutions that encompass the entire enterprise value chain. Its domain expertise has been built upon decades of experience working across industries. As part of its customer-centric engagement model, dedicated teams are built around the domain and technology of each customer.

Job description

Salesforce specific, experience and certifications on eg:

  • Salesforce Administrator
  • Salesforce Marketing Cloud (Administrator, Consultant, eMail Specialist, Pardot)
  • Technical and/or Solution Architect
  • Experience Cloud (eCommerce)
  • Field Service Consultant
  • Sales Cloud Consultant
  • Tableau CRM & Einstein Discovery Consultant
  • Understanding of digital and interactive experience
  • Familiar with both consulting and technology way of doing business
  • Ability to collaborate with virtual and physical teams
  • Enjoys combining hands on delivery and intellectual client challenges

Qualification & Skills

  • 6+ years (for C3A) 9+ years (for C3B) of IT consulting/advisory experience in customer experience, CRM – marketing, service and/or sales
  • Strong ambition to grow into a professional business consultant leadership role in the Customer Experience domain with pro-active no-nonsense attitude (towards Program and Engagement Management)
  • Solid experience in Salesforce functional consultancy covering one or more of Salesforce clouds – Sales, Marketing, Service or Community /Experience
  • Ability to be trusted advisor in the CRM – Sales, Service and Marketing area with business processes, and IT understanding.
  • Ability to provide consulting/advisory services for CRM transformation with focus on Salesforce ecosystem
  • Thorough understanding of Salesforce platforms and can define, journeys, persona’s, business processes and requirements based on them.
  • Demonstrable experience with sales & marketing, eCommerce process design and optimization projects
  • Proficiency in use case & scenario development for projects focused on Salesforce platforms
  • Proven ability to effectively communicate complex ideas, issues, concepts and solutions to clients and key project stakeholders in a jargon free and easy to understand way
  • Providing pre-sales support for proposals and business development work
  • Familiar with Design Thinking, Customer Journey development and Agile approach
  • Experience with leading and take responsibility in managing project streams (Discovery, Build, Test etc)
  • Experience in managing agile project delivery and working with a wider team including highly skilled Salesforce developers, architects, testers and business change management
  • Good knowledge and experience in customer and commercial transformation consulting methodologies, e.g. Customer Journey Mapping, Customer Segmentation, Value Proposition design, pricing strategy, Target Operating Model, CRM and Sales process optimization, etc.
  • Outstanding written and verbal communication skills; executive level presence and experience facilitating meetings/workshops
  • Strong analytical skills
  • Fluency in written and spoken English is a requirement
  • Ability to drive & lead client workshops and discussions
  • Solid Microsoft PPT, Excel, and Word skills
  • Bachelor's degree
  • Willingness to travel 60-80%

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