Accenture Australia posted a job you might be interested in April 01, 2015 at 08:42AM

Accenture Australia



MC SCS Resources Senior Manager

Melbourne Area, Australia, AU - Management Consulting

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.







Sales and Customer Service



A critical part of our Management Consulting team is our Sales and Customer Service practice. You’ll help clients with articulating their customer strategy and vision for customer experience, shape sales effectiveness and sales transformation agendas, help clients evolve their customer service mandates and the role of call centers in omnichannel and digital agendas. Our Sales and Customer Service professionals apply deep Customer strategy development, architecting value and operating model architecture skills, influence through insight and partner with our clients to make bold decisions on priority C-Suite issues. Our consultants are comfortable working across industries but along the common thread of solving customer and front-office issues.







JOB DESCRIPTION



This is not your ordinary job…which is why we are looking for extraordinary people. If you think working at the cutting edge of innovation and business transformation sounds exciting, Accenture may be the perfect place to take your career to the next level. As a strategist, you’ll shape and deliver solutions that help clients transform the way they do business. If you want to lead a range of activities from identifying client value creation opportunities to projects managing the business solution implementation, then we want to meet you.







Your Role: Senior Manager-Level



There will never be a typical day at Accenture, but that’s why people love it here. The opportunities to make a difference within exciting client initiatives are limitless in this ever-changing business landscape. Here are just a few examples of work you would be driving:

• Analysis and diagnosis of current client sales or service strategy


• Leading the strategy and design efforts of end to end customer solutions which may include changes to processes, policies, incentives/compensation, and enhanced technology capabilities


• Building the benefits case associated with transforming some or all of the client's sales or service capabilities


• Developing a comprehensive customer strategy and design that considers digital and omnichannel interaction models.


• Developing a strategy and design that personalizes the customer experience based on customer attributes and preferences


• Transforming client vision into concrete business requirements


• Leading business diagnosis and planning activities and formulating specific solutions to address gaps


• Leading development of implementation plans for proposed projects, including timelines, resource requirements and cost estimates


• Developing and tracking to a business case, measuring the value generated from improved customer experience and/or reduced cost-to-serve


• Leading business architecture and process design activities


• Developing and testing business processes, capabilities, and architectures


• Gain a holistic view of a client's business and industry environment by leveraging a client’s unique point of view, expertise and critical thinking skillset


• Deliver realistic, achievable business strategies and solutions that address key client priorities.


• Focus on strategy and take responsibility for organizational change and business transformation.

Your Experience: Basic Requirements

• Extensive experience defining and transforming B2B or B2C customer sales or service across interaction channels (e.g., digital, retail, agent models), to help shape this transformational offering for potential clients.


• 10 years of experience at a consulting firm or equivalent in an internal consulting role


• 7 years of experience in a sales or customer service leadership (e.g., channel sales, sales operations, field service, retail service, agency service)


• Strong sales, front office, and/or customer strategy backgrounds in Banking, Insurance, Communications, Retail, Consumer Packaged Goods, Automotive/Transportation or Utilities experience.


• Experience with market leading CRM technologies such as Salesforce.com; MS Dynamics


• Demonstrate understanding of our clients’ industry landscape and business options in the context of global, economic, technology and social trends.


• Leadership, written and oral communication, interpersonal skills


• Ability to develop critical client relationships


• Bachelor's degree


• Ability to travel to when needed

Set Yourself Apart: Preferred Requirements

• Direct experience in prior 7 years leading transformative changes in digital or face to face interaction channels in areas such as: Customer Experience strategy and process definition, changes to company policies that drive improved customer experiences, changes to customer or employee incentive programs, changes to underlying technology


• Overall understanding of how to drive performance (e.g., improving customer experience, improving revenue through superior sales or service, reducing cost-to-serve)


• Experience across customer sales and service channels (e.g., Face-to-face interactions, call center, IVR, web, mobility), and knowledge of how cross-channel customer interactions impact the customer's experience


• Project experience including the following project phases: project ROI and business case development, project design, project deployment, project leadership role and project benefits tracking


• Experience with value identification


• Demonstrated leadership in professional setting; either military or civilian


• Demonstrated teamwork and collaboration in a professional setting; either military or civilian


• MBA

OUR COMMITMENT TO YOU

• Your entrepreneurial spirit and vision will be rewarded, and your success will fuel opportunities for career advancement.


• You’ll make a difference for some pretty impressive clients. Accenture serves many of the Fortune Global 100 on high-profile projects.


• Opportunities to learn daily through training, assignments and collaboration with experts across the company.


• Access to leading-edge technology.


• Along with a competitive salary, Accenture offers a comprehensive package that includes generous paid time off, employee share purchase plan, and Superannuation

CALL TO ACTION

• Great things can happen—they already are. Come and be a part of the next level of high performance.


• Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law. Accenture is committed to providing veteran employment opportunities to our service men and women.

Accenture is committed to creating a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration for employment.



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