About the Position

Manager CRM & Customer Experience Plattformen (all genders)

Accenture Song – Service Advisory

Your Mission

Are you passionate about rethinking customer experiences, making modern CRM & service platforms with AI technologies thrive, and transforming companies into truly customer-centric organizations?

Then join our Accenture Song Service Advisory Team – an environment that combines technology, creativity, and business thinking, where we help leading brands measurably improve customer experience.

As a Manager or Senior Manager CRM & Customer Experience Platforms, you will be responsible for the strategic consulting, conception, and implementation of transformative CRM and service initiatives. You will bring together business, technology, and people – and set standards for successful CX transformations.

Responsibilities

Strategic Consulting & C-Level Partnering

You will advise decision-makers on CRM, service, and customer experience strategies and align business models with a platform- and data-driven future.
You will develop visions, roadmaps, and business cases for sustainable CX transformations.

End-to-End Responsibility for CRM & Service Transformations

You will manage complex programs from requirements analysis through platform and vendor decisions to implementation.
You will work with leading platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, or Conversational AI (Cognigy, Parloa).
You will ensure that solutions are scalable, high-quality, and measurably value-adding.

Innovation & AI in the CRM Context

You will identify and realize AI and GenAI use cases across sales, service, and marketing.
You will focus on measurable efficiency and experience improvements – from intelligent case management to automated service processes.

Leadership, Team Building & Enablement

You will lead cross-functional teams, coach consultants, and develop competencies in CRM, platform architectures, and industry expertise.
You will foster talent, create development paths, and actively shape the culture of our CRM practice.

Business Development & Practice Ownership

You will be responsible for go-to-market, pipeline building, and business development for a CRM-focused platform or industry.
You will position Accenture Song in the market, build partnerships, and develop thought leadership.

Requirements

Your Profile

Degree in Business Administration, (Business) Informatics, Mathematics, or similar fields.
Several years of experience in consulting or in leading project or program management roles with responsibility for CRM transformation, customer service transformations.
In-depth knowledge of leading CRM and conversational AI platforms (Salesforce, Microsoft Dynamics, ServiceNow, Parloa, Cognigy...).
Experience in AI/GenAI use cases for value enhancement in sales, service, or marketing.
Leadership experience in cross-functional teams and strong stakeholder management at the C-level.
Fluency in German & proficient English. Willingness to travel.

We Offer

Flexible working hours, mobile work, and home office options.
Training & further education offers.
Attractive corporate benefits.
A work culture that promotes diversity & inclusion.
A well-established team, strong community, regular events.

About the Company

You & Accenture

At Accenture Song, you will bring creativity, empathy, and technology together to rethink customer experiences. We connect talents from design, tech, service, and strategy to create solutions that inspire – and make the world a better place.

Accenture stands for diversity, free development, and individual development paths. You shape your career – we support you in doing so.

The Accenture Culture: Here YOU make the difference

Your skills, your nature, and your ambitions make you unique. And when the most diverse talents, strengths, and perspectives come together, something great emerges: ideas that make a difference in the world. That's why we at Accenture focus on diversity and free development. Create a working environment where you thrive. With tasks that matter to you. With a workload that suits you. And with a way of working that is oriented towards your goals. How you want to network, further educate yourself, and grow personally is up to you. It's your career. We help you shape it the way you envision it.

Contact

Any questions? Please contact our recruiting team via email at [email protected] or by phone at 00800 45045045. We look forward to your application via our online form.

Locations

Hamburg
Berlin
Dusseldorf
Frankfurt
Munich

Equal Opportunity Statement

We seek people with their own life plans and unusual resumes. Individual instead of uniform. Diversity instead of the norm. Diversity is our strength and an essential component of Accenture's corporate culture. We promote an inclusive and open working environment where everyone can be themselves. At Accenture, all applicants are welcome: regardless of origin, nationality, belief, disability, age, marital status, partnership status, sexual orientation, gender, and other legally protected reasons.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.

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