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Customer Service Transformation Manager - SONG
Full-time
At Accenture Song, you will shape and deliver transformation programmes that leverage digital platforms, data, and AI to reinvent customer service operations across industries. The role requires experience in Customer Experience, CRM, and business transformation from a strategic and cross-functional perspective.
Key Responsibilities
Participate in Customer Experience transformation projects, defining strategies, operating models, and process improvements.
Analyze business needs and propose solutions integrating people, processes, and technology in CRM and customer engagement.
Collaborate with business and technology stakeholders to improve customer experience and operational efficiency.
Contribute to CRM, omnichannel, customer journey, and commercial model initiatives.
Support team management and proposal development within the practice.
Requirements
10+ years in consulting related to Customer Experience, CRM, digital transformation, or business.
Familiarity with CRM solutions (Salesforce, Dynamics, or others) and digital customer engagement environments.
Understanding of digital trends: data, analytics, digital marketing, and emerging technologies including AI.
High level of English and Spanish; university degree.
