Engagement Executive-Customer Operations

Job Description Role Overview: Capgemini's Connected Marketing Operations practice is seeking a results-oriented senior leader to oversee global delivery and client relationship management for multiple projects. In this role, you will lead a large team to support new clients with their CX vision and future Contact Centre channel technology. Your responsibilities will include meeting business SLAs, driving digital transformation agendas, creating technical and resourcing business cases, and developing complex business solutions involving digital platform technologies and Intelligent Automation. Key Responsibilities: - Lead a large team across the globe for interaction operations including voice, chat, email, and data - Ensure the team meets business SLAs - Support and drive the digital transformation agenda for clients - Identify opportunities for implementing new CX methodologies with client stakeholders - Create technical and resourcing business cases aligned with client objectives - Design, plan, and develop complex business solutions with digital platform technologies and Intelligent Automation - Manage a sales pipeline across Customer Operations and CX offering - Create digitally enabled solutions for prospective clients - Collaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitments - Develop a team of CX Consultants to identify new business opportunities - Build internal and external networks to enable future CX opportunities - Consult with internal stakeholders to drive client engagements - Stay updated with the latest Contact Centre technology and market insights - Utilize industry knowledge and CX expertise to enhance customer experience outcomes - Develop and deliver solutions in response to client RFI/RFPs for Digital Transformation opportunities Qualifications Required: - 18+ years of experience in a large marketing shared services or marketing service provider with a strong project track record - Experience in Business Consulting with a Professional Service organization for more than 15 years - Experience in large-scale BPO transformation and/or Professional Services - Ability to create client proposals using various data points - Management experience of CX Consultants or Process Transformation/Improvement team - Understanding of Contact Centres and digital channels solutions - Experience in commercial modeling and sizing - Knowledge of the latest technology trends in Contact Centre and Digital Transformation markets - Understanding of deflection and automation techniques within the Contact Centre and CX space - Cross-sector experience in Financial Services, Manufacturing, Media & Entertainment, Retail, and Technology companies - Experience in handling various Contact Centre processes - Knowledge of Process Improvement methodologies - Passion for improving CX and supporting clients on their journey - Knowledge of automation principles including call deflection, webchat, conversational AI, and chatbot - Working knowledge of Contact Centre solutions such as Zendesk, AWS, Genesys Cloud, and Nice Role Overview: Capgemini's Connected Marketing Operations practice is seeking a results-oriented senior leader to oversee global delivery and client relationship management for multiple projects. In this role, you will lead a large team to support new clients with their CX vision and future Contact Centre channel technology. Your responsibilities will include meeting business SLAs, driving digital transformation agendas, creating technical and resourcing business cases, and developing complex business solutions involving digital platform technologies and Intelligent Automation. Key Responsibilities: - Lead a large team across the globe for interaction operations including voice, chat, email, and data - Ensure the team meets business SLAs - Support and drive the digital transformation agenda for clients - Identify opportunities for implementing new CX methodologies with client stakeholders - Create technical and resourcing business cases aligned with client objectives - Design, plan, and develop complex business solutions with digital platform technologies and Intelligent Automation - Manage a sales pipeline across Customer Operations and CX offering - Create digitally enabled solutions for prospective clients - Collaborate across Capgemini practices to create industry-leading solutions with clear business outcome commitments - Develop a team of CX Consultants to identify new business opportunities - Build internal and external networks to enable future CX opportunities - Consult with internal stakeholders to drive client engagements - Stay updated with the latest Contact Centre technology and market insights - Utilize industry knowledge and CX expertise to enhance customer experience outcomes - Develop and deliver solutions in response to client RFI/RFPs for Digital Transformation opportunities Qualifications Required: - 18+ years of experience in