CX Engagement Manager

  • Sales
  • Lead

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

 Deep advisory experience and knowledge on:

  • Customer and Digital Strategy
  • eCommerce and portal transformation
  • (Digital) Marketing processes and Automation (B2B and/or B2C)
  • Sales process Improvements and transformation
  • Service processes optimization and implementation
  • Deep understanding of Customer Data and Analytics (Dashboarding, Campaign optimization etc)

For Salesforce specific profiles experience and certifications on:

  • 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

Qualification & Skills

  • 15+ years of experience in marketing and sales, eCommerce and CRM consulting/advisory
  • Ability to manage larger CX, CRM (Sales, Marketing and Service) transformation programs (10+ member teams, $3-5M size),
  • Deep 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.
  • Deep understanding of CRM processes and operating models
  • Deep understanding of Customer Journey and related persona development
  • Strong Project and Program delivery experience
  • Operated as Engagement manager roles for different client assignments
  • Have experience in and can drive Agile delivery projects incl (Dev/Ops and CI/CD delivery models)
  • Have proven track record in managing complex stakeholder landscape in corporate environments
  • Deeply understand the different delivery projects phases and needed mgt skills to drive this
  • Solid understanding of customer platform technology / architecture
  • Have a strong experience working with and managing multiple roles (Architects, Developers, solution consultants, testers, change managers, and key business stakeholders (e.g. marketing and sales directors)
  • Understands and drive business changes (as part of the project)
  • Have consulting background and can initiate and drive new business opportunities within the account
  • Experience in driving large RFP’s and bid management
  • Ability to quickly build relations to and engage with clients
  • Excellent communication skills written, visual (PPT) and spoken
  • Capable in driving/leading client (sales)presentations, discussions, and workshops
  • Bachelor's degree
  • Fluency in written and spoken English is a requirement, additional languages (especially German) is desirable
  • Willingness to travel 60%
  • 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 challengesf

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