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Head of Customer eXperience Digital Consulting Italy

Job description

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

Mission:

The aim of the position will be to develop Customer eXperience Digital Consulting offering in Italy. 

Key Responsibilities:

  • 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

Working Relationships:

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

Personal Skills:

  • 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

  • Strong written and oral communication skills and be comfortable working with diverse teams

Working place: Milan

Location

Milan

Industry

Consulting

Employment Type

Permanent

Experience

Senior Level

Job Function

Head of CX Digital Consulting Italy