Head of Customer eXperience Digital Consulting Italy
Our Client is a leading innovative global service provider in Customer Interaction and Process Management operating cross markets sectors with a presence across 4 continents and 22 countries.
Services offered are: Business Transformation, Customer Experience Design Customer Interaction Management, Process Improvement, Digital Innovation, Design Thinking Workshops, Technology Implementation (RPA, CRM, ERP, ecc.), Management Consulting, PMO & Governance.
On its behalf, we are looking for the Head of CX Digital Consulting Italy
The aim of the position will be to develop Customer eXperience Digital Consulting offering in Italy.
- Develop new client relationships while nurturing existing ones
- Hold overall accountabilities for the Italian market of business and customer experience consulting practice
- Offer exceptional services to clients, such as combining strategy, design thinking, and cutting-edge technologies, including robotics, artificial intelligence, and voice virtual assistant
- Co-ordinate with clients from diverse industries, such as banking, insurance, beauty/cosmetics, energy, and healthcare
- Manage Digital - CRM projects with proven leadership skills and expertise
- Build Digital Italy’s marketing tools
- Help clients to design their marketing approach in terms of processes and Customer Strategy
- Identify customer requirements and key buying factors
- Lead the project execution process by a regular reporting review and being a reference point for the client
- Work closely with the Italian Commercial team (BPO), some understanding of customer care process is a clear plus
The role is part of Digital Division Executive Committee, reporting to the Head of Digital Division, dotted line to CEO Italy/Group and to BPO Commercial Director.
Qualifications & professional background:
- Business school or engineer graduate
- Experience in consulting in Customer Experience - CRM and Marketing project with a strong sales attitude
- Deep knowledge of Marketing and CRM processes with proven expertise in design and redesign Customer Strategy
- A strong customer presence and ability to deliver technology solutions to solve customer problems is critical
- Italian native, English fluent
- French would be a plus
- Relationship-building skills and strong leadership
- Entrepreneurship, business acumen and ability to identify profitable commercial opportunities
- Excellent communication and interpersonal skills as well as an ability to influence and deliver
- Used to work within a multinational context in complete independence being goal-oriented and achieving tangible results
- Strong written and oral communication skills and be comfortable working with diverse teams
Working place: Milan
Head of CX Digital Consulting Italy