Offre d'emploi : Senior Digital Transformation Manager - Contact Centers (Salesforce/CRM)

Recruteur
Deloitte
Région
Zaventem
Publication
jeudi 16 juin 2022
Date limite
jeudi 28 juillet 2022
Réf
220000J6
Type de contrat
CDI
Temps de travail
Temps plein
Can’t wait to make an impact on the world? You’re not alone. Join us in driving progress in the working world and beyond.
Does technology fascinate you? Do you think you are Digital enough? 

Your journey with us
At Deloitte, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people and for society, and make an impact that matters. In addition to living our purpose, as a manager in our team, you will:

  • Manage and deliver contact center transformation projects at clients, in an Agile mode. 
  • Develop our business by detecting and working on opportunities for new projects
  • Projects can vary from strategic discoveries to CRM and contact center transformations 
  • You will bring the business expertise to our clients within their transformation journey, helping them to increase customer experience and decrease operational costs
  • Grow and maintain relationships with different stakeholders from the Marketing, Sales, Services and IT departments at our clients.
  • Be responsible for the successful delivery of the projects supported by a good planning and an optimal staffing of the right team 
  • Drive high performance from people while fostering collaboration across businesses and borders in order to meet the clients’ and Deloitte’s key objectives.
  • Lead by example and develop high-performing people and teams by challenging, supporting and continuously coaching them.
  • Act as an entrepreneur and contribute in your own way to the growth of our business
How will you make it?
You will work in a collaborative and creative environment where innovation is key!
A team of experts in functional and technical domains will surround you as part of your daily activities. 
As part of the Customer & Marketing portfolio, you will be responsible to elevate the human experience. Working together, we offer fully integrated, game-changing solutions for clients ranging from CEOs to Chief Digital Officers.
By leveraging user-centric thinking, design capabilities, new technologies and cloud solutions, you will empower our clients and allow them to rethink how they connect with their customers across every platform, every device and every step of the customer journey. Our approach is to start from the customer or the user needs, convert them into concepts, design tangible prototypes, and finally develop and implement concrete solutions, always keeping in mind the business impact they entail.

Let’s talk about you
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there is always room to learn. However, our main objective is always to achieve the best result for our clients. Thus, we need to make sure to onboard the right colleagues with the right capabilities. We expect from you to have:

  • At least 7 years of experience of which 3 years in the domain of  contact centers, be it in leading operational, strategic or advising  positions
  • A good knowledge of contact center processes, operating model, KPI’s, processes, technology landscape and trends 
  • Experience working with contact center technologies such as AWS, Twilio, Avaya, Genesys, 8x8 , … and omni-channel integrations  
  • The ability to develop and manage project scopes, resources, timing and objectives, involving all relevant stakeholders and ensuring technical feasibility is a plus
  • Experience in developing and managing the relationship with the client and stakeholders and performing risk management to minimize project risks is a plus
  • Experience working with CRM technologies such as Salesforce, or alternatively SAP, Microsoft or Oracle is a plus
  • Strong communication skills and you are a team player
  • Outstanding analytical skills and you are intellectually curious
  • You have a true willingness and ability to work as part of an integrated, enthusiastic and multi-disciplinary team
  • You are open to working in an local, national and international environment
  • You have an excellent command of written and spoken English. Knowledge of Dutch and/or French is a key advantage.  
Consulting stands for connecting innovation, transformation and leadership. We help our clients imagine, deliver and run their future, use the latest technologies, from strategy development through implementation. Because impact isn’t created alone. Together we can make history, join us!
Within Customer & Marketing, better known as Deloitte Digital, we believe that by working together with the client from defining their digital strategy to its execution, we can generate the most impact.

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life, leveraging leading technologies such as Salesforce. We are looking to strengthen this market leading team with a Contact Center & Omnichannel Senior Manager who will help our clients evolve from a contact center to an omnichannel engagement center. 

Who is Deloitte?
World-leading professional services firm, we offer value added services in audit & assurance, risk advisory, accounting, tax & legal, consulting and financial advisory. 


+5000 dedicated professionals, active in +10 offices throughout the country, take great pride in supporting our clients with multidisciplinary expertise, industry knowledge, and innovative solutions.  We offer services to a wide variety of clients, from national and international companies, small, fast-growing and large organizations to public institutions and governmental authorities.

Why Deloitte?
Be the true you! We foster diversity and inclusion and encourage you to bring your authentic self to work. Explore, question and collaborate while building a career that inspires and energies you.  
Never stop growing! Diversity of thought makes us stronger. At Deloitte, we tailor a personalized learning experience, offering you the opportunity to grow at your own pace and achieve maximum impact. 
We practice what we preach! As a Purpose-led organisation, at the heart of everything we do is a set of timeless principles and unifying values.
Life looks different for each of us, so we created a varied benefits package that you can tap into: 

  • My Benefits My Choice, a flexible rewards plan tailored to your lifestyle and priorities
  • Sustainable transport options offered by Mobility@Deloitte 
  • Flexible work arrangements for all and initiatives supported by Parents@Deloitte 
  • Wellbeing tips and activities powered by Energise@Deloitte 
  • Topped off with other health benefits and insurance opportunities
Empowering our employees with flexible work arrangements remains essential in today's reality: 

    Hybrid workplace: combination of home office and on-site (+10 offices in Belgium or client's premises).   Part-time employment: all our jobs are open to part-time work under a 90% or 80% regime
Join us to make an impact together! Apply now!

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