Customer Transformation Director – Industrial CRM & Customer Service

Accenture Nordics; Helsinki; On-site; EUR 150,000 - 210,000; Full time

Job summary

Accenture Song in Helsinki seeks a senior leader to own the industrial transformation agenda, combining business strategy, technology design and programme delivery across Finland's major industrial organisations.

You will grow client relationships, lead CRM and commercial transformation initiatives, shape technology solutions on Salesforce, SAP CX and Microsoft Dynamics, and build a high-performing, inclusive practice.

Qualifications

• Extensive experience leading commercial or customer transformation in industrial, manufacturing or asset-intensive industries.
• A proven track record shaping and delivering complex CRM programmes — Salesforce, SAP CX, Microsoft Dynamics or equivalent
• Experience redesigning commercial processes: sales, CPQ, account management, aftermarket services and customer service operations
• Credibility with senior business and technology stakeholders — and the ability to align them around a shared transformation vision
• Commercial acumen and a demonstrable track record in business development and strategic client growth
• Intellectual curiosity about AI, IoT and emerging technologies — and how they create tangible business value
• Experience working with Nordic industrial organisations is an advantage

Responsibilities

• Grow Client Relationships with senior stakeholders and shape CRM/CPQ and commercial transformation opportunities.
• Lead Business Transformation by facilitating executive workshops and defining future operating models.
• Shape Technology Solutions by designing CRM and customer service solutions across Salesforce, SAP CX and Microsoft Dynamics.
• Reinvent Service Operations with AI, IoT, automation and predictive maintenance initiatives.
• Build the Practice by developing Accenture Song's Industrial offering and growing a high-performing, inclusive team.

Skills

Industrial transformation leadership

CRM programme leadership

Stakeholder management

Business development

Strategic thinking

AI/IoT curiosity

Tools

Salesforce CRM

SAP CX

Microsoft Dynamics

Job description

Industrial organisations are entering a new era. AI, connected products and service-led business models are reshaping customer expectations — and creating new sources of growth for companies bold enough to seize them. At Accenture Song, we help clients reinvent how they sell, serve and engage customers. We're looking for a senior leader to own that agenda in Helsinki, Finland.

THE ROLE

Part trusted advisor, part transformation architect, part practice builder. You'll partner with senior business and technology leaders across Finland's most significant industrial organisations — shaping and delivering transformation that translates into lasting commercial value.

This is a leadership role that spans commercial growth, consulting excellence and hands-on delivery. You'll be equally at home facilitating a C-suite strategy session, shaping a CRM roadmap, or steering a complex programme through to execution.

What You’ll Do

• Grow Client Relationships Build trusted relationships with senior stakeholders. Shape and win CRM, CPQ and commercial transformation opportunities. Drive strategic account growth.
• Lead Business Transformation Facilitate executive workshops, define future operating models and translate complex challenges into practical roadmaps with measurable outcomes.
• Shape Technology Solutions Design CRM and customer service solutions across Salesforce, SAP Customer Experience and Microsoft Dynamics — ensuring technology serves business goals.
• Reinvent Service Operations Build next-generation field service capabilities leveraging AI, IoT, automation and predictive maintenance.
• Build the Practice Develop Accenture Song's Industrial offering through thought leadership and innovation. Win new business. Grow a high-performing, inclusive team.

What We’re Looking For

You bring deep roots in industrial transformation and the range to move confidently between business strategy, technology design and programme delivery.

• Extensive experience leading commercial or customer transformation in industrial, manufacturing or asset-intensive industries
• A proven track record shaping and delivering complex CRM programmes — Salesforce, SAP CX, Microsoft Dynamics or equivalent
• Experience redesigning commercial processes: sales, CPQ, account management, aftermarket services and customer service operations
• Credibility with senior business and technology stakeholders — and the ability to align them around a shared transformation vision
• Commercial acumen and a demonstrable track record in business development and strategic client growth
• Intellectual curiosity about AI, IoT and emerging technologies — and how they create tangible business value
• Experience working with Nordic industrial organisations is an advantage

What We Offer

• Global scale, local impact. Lead transformation for some of the world's most ambitious industrial organisations, backed by Accenture's worldwide delivery network.
• The frontier of industrial AI. Work at the intersection of customer experience, AI, data and enterprise technology — helping clients unlock new sources of value.
• World-class teammates. Strategists, designers, engineers and data scientists, all focused on real outcomes. No silos, just exceptional people.
• Room to grow. Shape the future of our Industrial practice across the Nordics and globally, supported by world-class learning and career development.
• An entrepreneurial culture. Trusted to innovate, develop people and take ownership — in an environment that values inclusion and celebrates success together.

About Accenture Song

Accenture Song is the world's largest tech-powered creative group — combining strategy, technology, data, AI and creativity to reinvent customer experiences at scale. As part of Accenture, you'll have unmatched global delivery capability, deep industry expertise and world-class technology partnerships behind every client engagement.

Ready to shape what's next?

If you're energised by combining consulting, technology and leadership to deliver lasting transformation — we'd love to hear from you!