Position Details: tS&S Lead Consultant

Job Purpose and primary objectives:

·         Providing consulting services with a specific focus on solutions aimed at delivering and  improving an organisation’s Sales & Service capability to various customers of Our Client

Key responsibilities (please specify if the position is an individual one or part of a team):               

Delivery:

·         Work with various Our Client's units to shape and help deliver engagements focused on improving an organisation’s Sales & Service capabilities i.e. sales operations, contact centre and customer services

·         Individual contribution on engagements would include but not be limited to: driving CX Design using tools like Customer Journeys, facilitating design workshops, developing high level business case, high level processes, detailing business requirements, reviewing high level solution architecture and creating  implementation roadmap

Sales:

·         Provide pre-sales support for large bids work with a larger Our Client's team to develop E2E solutions and Our Client's proposals

·         Leverage consulting opportunities to drive downstream revenues

Practice Development:

·         Contribute to thought leadership – conference/ articles/ methodology/ reusable assets

·     Supervisory / Managerial responsibilities (please specify if the position will have persons reporting to it):     

·         The role is not expected to have direct line responsibility

·     Other responsibilities – Budgets, targets, equipment etc (please specify):

·         Individual utilisation target

Key Skills/Knowledge:

·         Strong background in the delivery of Sales and Service solutions, CRM, knowledge of digital and omni-channel, its associated processes and organisational implications

·         Knowledge of  tools and techniques to help define the future state e.g. Customer Journey Mapping, Lifetime Value Mapping, Customer Segmentation, Target Operating Model etc.

·         Strong knowledge of CRM and its role across the organisation

·         An understanding of the strategic drivers behind a Sales and Service programme  Excellent written and verbal communication and presentation skills to operate effectively at all levels of the business

·         An articulate, confident and engaging individual with strong people skills who can facilitate a client group

·         Must be Degree educated

Experience required:

·         The candidate must have prior experience of working for a consultancy firm

·          Experience of working across the full consulting lifecycle

·         Experience of working on a combination of:

o    Consulting engagements

o    Larger scale transformation(s)

o    Delivery of CRM implementation projects

·         Knowledge of delivering projects/ engagements covering at least 2 of the following functional areas:

o    Sales Transformation

o    Sales Effectiveness

o    Customer Service

o    Lead to Order

o    Contact Center Operations

o    Configure Price Quote

o    Trade Promotions Management

o    Sales Operations

o    Channel Management

·         Familiarity with structured sales methodologies and/or customer service best practices

·         Experience of delivery to at least 2 of the following industries

o    BFS

o    Capital Markets

o    CMI

o    Life Sciences

o    Manufacturing

o    Retail

o    TTH

o    Utilities

·         Development of consulting propositions and associated collateral would be a benefit

·         Knowledge and experience of working on a previous Salesforce or MS-Dynamics implementation would be an advantage