Service Growth Lead

Capgemini; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Join a dynamic team at a forward-thinking firm as a Service Growth Lead, where you'll drive the growth of customer service capabilities through innovative digital strategies. This pivotal role involves shaping the go-to-market strategy, leading sales initiatives, and mentoring a talented team. You'll leverage your extensive experience in customer service operations and digital transformation to deliver exceptional customer experiences. Be part of a collaborative environment that values diverse perspectives and fosters impactful experiences, all while contributing to a sustainable future for leading organizations. If you're ready to make a significant impact, this opportunity is for you!

Benefits

Flexible working hours

Peer Recognition Portal

Core and flexible benefits

Professional development opportunities

Qualifications

• Extensive experience in Customer Service and Operations.
• Strong background in digital transformation and sales execution.

Responsibilities

• Lead the growth and go-to-market strategy for Service.
• Coach and mentor team members to enhance sales capabilities.

Skills

Customer Experience Transformation

Digital Strategy

Operational Excellence

Sales Leadership

Coaching and Mentoring

Proposal Development

Stakeholder Management

Communication Skills

Education

Bachelor's Degree

Master's Degree

Tools

Salesforce

Genesys

AWS

Microsoft

Google

Service Now

Job description

We are looking for a Director level person to join Capgemini as our Service Growth Lead to lead the continued growth of our Service business, delivering exceptional customer-centric digital experiences and lead the growth of our design, development, and delivery of some of the largest, most innovative, digital transformation projects in the UK. Be a part of a dynamic team that shapes the future of digital experiences.

The Service Growth Lead will be responsible for leading and executing strategic initiatives to enhance and expand our customer service capabilities. This role requires a leader with a strong background in Customer Experience (CX) transformation, digital strategy, and operational excellence. The ideal candidate will have a proven track record of driving growth, improving customer satisfaction, and delivering measurable business outcomes.

Sitting within our Digital Customer Experience (DCX) business in the UK, this is a key leadership role shaping our go-to-market and delivery strategy. You will work with our DCX CoE Head, Offer and Technology leads, and Market Unit leads to drive our Service go to market, growing our relevance and footprint, and build a comprehensive portfolio of clients and opportunities.

Hybrid 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.

Your role

Key Responsibilities:
You will be responsible for supporting the growth of the Customer Service business at Capgemini and lead the sales execution for opportunities in this space. You will be expected to work cross-functionally across Market Units, Business Units and Marketing teams to maximise the revenue potential in this area:

• Strategic Growth Leadership: Own our growth and go-to-market strategy for all aspects of Service, developing and implementing a comprehensive Service growth strategy. Guide our clients in defining the right digital transformations and technology solutions based on their needs and goals. Own the sales of Service engagements, ensuring robust, innovative, scalable solutions.
• Innovative Sales Solutions: Lead digital adoption and customer contact initiatives to create a seamless and efficient customer experiences, including adoption of AI-powered solutions and automation to enhance service delivery and operational efficiency.
• Sales Mentorship and Growth: Coach and mentor other team members to share knowledge and experience, helping to grow the team. Work with client stakeholders and internal teams to develop new sales opportunities.

Your skills and experience

We are looking for a motivated, entrepreneurial, growth leader with a balanced mix of strategy, growth and execution skills:

• Extensive Customer Service / Operations and Contact Centre experience from both a delivery and go-to-market perspective.
• A deep understanding of the Service domain (Customer Experience, Customer Service, Field Service, Contact Centre, Digital Engagement, Telecoms) and the key challenges and opportunities.
• Insight and perspectives on current trends and innovations in Service, including the application of AI to enhance service quality and efficiency.
• Awareness of the key technology players in the Service industry, including but not limited to Salesforce, Genesys, AWS, Microsoft, Google, NICE, Service Now.
• Experience developing winning proposals, leading bid submissions, and presenting pitches by demonstrating how you will achieve and deliver the customer vision.
• Excellent verbal and written communications skills; excellent presentation and facilitation skills; experience influencing C-level stakeholders with technical and non-technical backgrounds.
• Experience developing go-to-market strategies and sales plans.
• The ideal candidate would have experience working for or in partnership with Tier-1 Global System Integrators like Capgemini and understand how to navigate such a matrix organisation.
• Experience working as part of a cross-functional team and be able to manage internal and external stakeholders and partners.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

What does "Get The Future You Want" mean for you?

Competitive total reward package
We realise a Total Reward package should be more than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.

Impactful Experiences
You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

Shared Energy
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates 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.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.

About Capgemini

Capgemini 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.