As an Omni Channel Solution Specialist / Consultant

• Responsible for the operations of our omni channel business, being able to fuse together all sales channels into one seamless shopping experience for our customers
• Collaborating with colleagues to define customer experience strategies that drive improved business performance
• Using customer data and analytics to identify opportunities for customer experience improvements, reductions in cost to acquire/serve, increased marketing ROI, faster channel shift and customer retention
• Using your expertise to design, mobilise and deliver large-scale customer experience transformation programmes that deliver outcomes for our clients
• Shaping impactful senior client presentations detailing analysis, conclusions and recommendations
• Using your entrepreneurial skills to identify client challenges and to co-develop solutions with clients to drive customer outcomes
• Building the skills of the internal team by sharing your expertise, mentoring and coaching
• Project management experience, with the ability to lead project plans, UAT tests, managing internal meetings for the system changes and plans for change-over across the business.
  

Experience And Qualifications

You should have experience with some of the following:

• Strong experience in leading customer transformation programmes
• Strong team management experience, preferably across multi-functional teams within either a project or industry background and with a view to improve customer experience
• Good experience of preparing materials for review at board/c-level within global organisations
• Good understanding and thought leadership on key methodologies, approaches and market trends in the industry
• Detailed domain and functional knowledge including one or more of the following areas:
• Facilitate workshops at clients with Strategy and Technology teams to drive the process, tool and organization transformation in sales and marketing
• Development and implementation of insight-driven strategies to impact sales and marketing ROI, conversion, cost to serve and retention rates
• Design, delivery and operationalisation of major CRM cloud-based platforms, decision tools, route to market routing and omnichannel Sales and Marketing platforms – including Salesforce.com, Trade Promotion Management and Optimisation, S&OP, Distributor Management
• Understanding and delivery of customer-centric Marketing, Sales and Service operating models and organisational design
• Experience of managing multi-channel campaigns, from strategy and content planning through content development and in-life campaign management
• Knowledge of sales methodologies, solution selling, sales talent management and competencies to drive effectiveness and productivity
• Understanding and management of digital self-serve channels, focusing on Customer Business Plan, Contract Management, Promotion Management
• Knowledge of forecasting and planning (processes and technologies) to drive productivity and effectiveness within Marketing, Sales and Service organisations
• Experience of designing, implementing and managing leading practice knowledge management and learning and development platforms