Tech Stack
Job Description, Responsibilities & Requirements
About the Position
CRM Strategy Transformation Consultant
Why Join frog
Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements, and communications.
Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. Frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs prize humor, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community-and the world at large.
Responsibilities
As a CRM Transformation Business Consultant, you will:
- Play a pivotal part in helping clients optimize their CRM strategies.
- Help clients identify how to leverage CX technology, analytics, and best practices to improve customer engagement, streamline processes, and drive business growth.
- Work closely with clients and colleagues on project teams to design CRM solutions that align with business goals and support the realization of business value through the implementation of these solutions.
Requirements
- Previous experience in delivering customer experience (CX), CRM transformation, or a similar role.
- Hands-on experience as an end user of CRM platforms would be ideal, but at least an understanding of capabilities is needed (e.g., Salesforce, HubSpot, Microsoft Dynamics).
- Supporting clients to identify challenges and applying your expertise to improve customer journeys, communications, and experiences to help them deliver on their business goals.
- Proven experience in designing and delivering CRM and CX strategies.
Nice to Have
- Experience working with at least one of these platform providers: Adobe, Salesforce, Microsoft.
We Offer
- A positive work-life balance with embedded hybrid working.
- Flexible working arrangements for all UK employees.
- Employee wellbeing support through trained ‘Mental Health Champions’ and wellbeing apps like Thrive and Peppy.
- A commitment to inclusion and being a Disability Confident Employer.
About the Company
Capgemini is a global business and technology transformation partner, helping organizations 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. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market-leading capabilities in AI, cloud, and data, combined with its deep industry expertise and partner ecosystem.
About the Role
This role is an exciting blend of management consulting skills, mixed with CRM, Technology understanding, Strategy, and Operations.
CX and CRM Strategy Development
- Collaborate with clients to assess their current customer experience and the role of CRM tools in enabling this.
- Design strategies to improve customer engagement, retention, and loyalty.
- Identify opportunities for innovation and process optimization in customer-facing processes and customer and employee journeys.
CRM Implementation and Optimization
- Assist in supporting the business transformation enabled by the adoption of CRM platforms (e.g., Salesforce, Microsoft Dynamics).
- Assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation).
- Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
- Work with technology, data, and customer teams internally and externally to develop customer-first solutions.
Stakeholder Engagement
- Serve as a key point of contact for clients, ensuring smooth communication and delivery.
- Work with client teams to improve CRM adoption and effectiveness to drive better CX and business outcomes.
- Collaborate with internal and external stakeholders to align solutions with business objectives.
What We Look For
A good fit for this role will bring many of the skills, experience, and attributes below:
- Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.
- Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease.
- Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
- Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
- Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.
- Intellectually curious – Seeks new and different ways of doing things and applies intellectual rigor to developing points of view and proposals.
- Storyteller – Can engage and excite across colleagues and clients alike through well-crafted stories and messaging.