Customer Service Sales & Solutions Leader

Capgemini; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Wellbeing program

Mental Health Champions

Thrive app

Peppy app

Job summary

Capgemini is seeking a Customer Experience & Digital Transformation Sales Leader to build, develop and close a sales pipeline for the Intelligent Customer Operations practice. You will engage internal and external stakeholders to shape customer solutions and drive growth.

The role focuses on designing omni‑channel CX strategies, evaluating processes and technology, and delivering measurable CX improvements through optimized contact centre operations and outsourcing.

Qualifications

• Experience designing, selling and deploying contact centre solutions and outsourcing services.
• Proven ability to win new client business in Customer Operations/Contact Centre markets.
• Knowledge of latest tech trends in contact centres and digital transformation.
• Experience with RFI/RFP processes and proposal creation.

Responsibilities

• Build a sales pipeline through internal and external stakeholder networks.
• Consult with internal stakeholders to engage with current and new clients.
• Develop customer operations solutions across Capgemini offerings.
• Create technology recommendations to enhance digital CX strategies.
• Support clients in implementing industry-leading omni‑channel CX.
• Recommend outsourcing models to balance customer experience and cost.

Skills

Contact centre design

Sales & proposals

Commercial modelling

CX strategy

RFI/RFP processes

Cross-sector experience

Digital transformation

Process optimization

Customer journey improvement

Tools

Salesforce

Zendesk

AWS

Genesys Cloud

Google CCAI

NICE CXOne

Job description

About the Job you're ConsideringCapgemini’s Intelligent Customer Operations practice is focused on the design, build and operate acrossclients’ Customer Operations and Contact Centres. This includes:Best-in-class customer journey design and implementation.Design of digitally enabled operating models and contact strategies.Contact Centre and CRM technology deployment.Data and insight-led approaches to improve future CX outcomes.Running and transformation BPO contact centre operationsHybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)Your RoleAs a Customer Experience & Digital Transformation Sales Leader, you will be responsible for creating,developing and closing a sales pipeline of customer solutions that support the extensive growth of theIntelligent Customer Operations Practice within Business Services. You will:Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini andexternally with new clients)Consult with internal stakeholders across industry verticals to engage with existing and new clientsDevelop customer operations solutions through collaborating with other areas and expertise acrossCapgeminiSupport clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies tomeet customer & client needsAssess existing processes and technology to identify opportunities for the implementation of new CXmethodologiesUtilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customerexperience outcomesOptimise processes through the elimination of waste and leveraging technology to integrate/automateprocesses and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve)Assist clients in optimising their workforce and skill sets to meet service levels and changing demandperiodsRecommend a outsourcing model that enables positive customer experiences and cost modelCreate technology recommendations for clients to increase their digital strategiesCreating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact CentremarketYou can bring your whole self to work. At Capgemini, stiving for equity, diversity and inclusion is part ofeveryday life, and will be part of your working reality. We have built an inclusive and welcoming environment,for everyone.Your Skills and ExperienceExperience of designing, selling and deploying contact centre solutions and outsourcing services for contactcentresExperience within commercial modelling and sizing. Management of a successfully delivered sales pipelineClear evidence of winning new client business in the Customer Operations and/or Contact Centre marketsAbility to create Contact Centre/CX solutions that support client objectivesUnderstanding of the latest Technology trends in the Contact Centre and Digital Transformation marketCross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media,Financial Services industriesExperience in working on integrated Contact Centre solutions and services in terms of technology,operational delivery, WFM, Learning, Reporting & Analytics and Quality. Process Improvement methodologies.Experience improving customer journeys to improve CX outcomesExperience of RFI/RFP processes and effective solution/proposal creationWorking knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CCAI/NICE CXOne) advantageousYour Security ClearanceTo be successfully appointed to this role you will need to undergo Baseline Personnel Security Standardchecks.There are no nationality or residency restrictions, although if you have resided outside of the UK within the last3 years, further checks may be required.There are other criteria and check required for BPSS, and throughout the recruitment process, you will beasked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.What does 'Get the future you want' mean to you?You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from yourteammates as you unlock value in everything you do. You’ll be joining a professional community of experts,who have got your back and will support you, every step of the way.You’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitallyimportant to us as an organisation. We see a healthy and happy workforce a critical component for us toachieve our organisational ambitions.To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, andwe have invested in wellbeing apps such as Thrive and Peppy. Capgemini.Get the Future You WantWhy you should consider CapgeminiGrowing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But whenyou join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers,entrepreneurs and industry experts. A powerful source of energy that drives us all to find new waystechnology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that willtransform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need toshape your future. By learning from each other every day, sharing knowledge and always pushing yourself todo better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to growtheir business and give innovation that human touch the world needs. So, it might not always be easy, butmaking the world a better place rarely is.About CapgeminiCapgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.Get The Future You Want | www.capgemini.com