GN - Song - Service - CG&S - Senior Manager - Bangalore - ref. f14439219

Location: Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad

Must have skills: Consulting and advisory experience in Consumer Goods & Services industry, deep industry knowledge, understanding of key trends, experience in digital technologies like Adobe AEP, Salesforce, Data automation, and AI.

Good to have skills: Knowledge of allied service transformation capabilities such as speech analytics, workforce management, CX, etc.

Job Summary: As a Senior Manager in the Strategy & Consulting Global Network Song practice, you will be responsible for solving customer-facing challenges at clients spanning Sales, Service, and Marketing to accelerate business change. You will work with clients across their marketing, sales, and services functions, providing transformation services driven by key offerings like Service Transformation, Marketing Transformation, and Commerce and Sales.

Roles & Responsibilities:

• Aid clients to design, deliver, and adopt digital solutions to increase their competitiveness and accelerate GTM.
• Assist clients in the Consumer Goods & Services industry with their most pressing service transformation problems by offering consulting and advisory services.
• Create a service transformational plan, close the gap between business and technology, perform value architecting using Analytics and GenAI tools, and help clients achieve long-term success by co-creating future-proof, agile, and resilient operating models.
• Build and maintain client relationships, both existing and new, by understanding client problems, bringing relevant solutions and offerings to the clients, and influencing improvement objectives.
• Provide solutions to complex business problems/opportunities requiring in-depth knowledge of Customer & Consumer dynamics, to optimize business processes and deliver on multi-channel customer service strategy.
• Data and Analytics driven approach for identification and realization of value for the clients and help in driving measurable outcomes through digital investments at the right pace and scale.
• Help clients become more customer-centric by redesigning their core operations through intelligent automation, AI, and machine learning-based tools.

Sales & Business Development:

• Drive new business opportunities by identifying and pursuing new leads, defining GTM strategy, facilitating client discussions and presentations to drive new business and client relationships.
• Own and drive Service transformation RFP/RFI response coming in from Consumer Goods & Services customers for digital implementation/optimization.

Practice Development:

• Support overall growth of practice area through a combination of business development, talent management, oversight of delivery work, and thought leadership.
• Collaborate with Salesforce, Adobe, Nice, MS Dynamics, etc. business groups, to enable business capabilities with agility, velocity, and quality while optimizing costs.
• Lead and motivate teams with diverse skills and backgrounds. Manage and mentor talented teams of consultants and technologists, providing input and guidance into the talent strategy and actively participating in engagement and capability development activities.

Professional & Technical Skills:

• Strong consulting and advisory experience in Consumer Goods & Services industry with deep industry knowledge and understanding of key trends.
• Deep understanding of Consumer Goods & Services processes, performance drivers & industry-leading practices, regulatory and compliance requirements.
• Experience in working as an advisory lead in designing next-gen service transformation solutions on digital technologies like Adobe AEP, Salesforce, Data automation, and AI.
• Ability to develop long-standing relationships with senior client stakeholders.
• Experienced in managing large global teams, multi-stakeholder environments, and complex digital projects engagements in a global network.

Additional Information:

• The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions using digital technologies.
• This position is based at our Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad office.

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