Job Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Manage business operations, drive performance optimization, and lead cross-functional teams to achieve organizational objectives.
- To work with leading Utilities clients to develop and execute global strategies, manage complex CRM programs and integrate customer solutions to meet changing business challenges and regulations.
- Utilize Utilities retail and customer service process understanding and experience in customer solutions (CRM) to design, implement and deliver enhanced capabilities for Utilities Clients.
- Lead and support large CRM implementation programs in functional capacity, leveraging Utilities domain knowledge and CRM product experience.
- Work with Client SMEs to define business requirement, design future process & functional solution and drive client workshops
- Lead Team of junior Consultants / Analyst on the project
- Engage in producing high caliber reports, PoVs, developing market relevant assets and accelerators.
Professional & Technical Skills:
- Relevant experience in the required domain.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, dynamic environment.
Bring your best skills forward to excel in the role:
- Utilities retail and customer services process & domain expertise
- Expertise in one or more CRM platforms such as SAP C4C/ Salesforce/ Oracle CX in areas like Services, Sales & Marketing
- Good Understanding of CRM integration with Utilities systems such IVR/CTI, CIS, MDM, Outage Management etc.
- Would be advantageous but not mandatory: CRM certification (Salesforce/SAP CRM/Oracle CX)
