Contact Centre Sales – Solution Leader

🕒 February 6

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Minor Hotels Europe and Americas

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

👥 B2C

💰 Post-IPO Equity on 2018-05

B2C • Hospitality • Travel

Minor Hotels Europe and Americas is a hospitality company that operates a diverse portfolio of hotels and resorts across Europe and the Americas. The company focuses on delivering exceptional guest experiences through high-quality service and unique accommodations, catering to both leisure and business travelers.

📋 Description

• Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients) • Consult with internal stakeholders across industry verticals to engage with existing and new clients • Develop customer operations solutions through collaborating with other areas and expertise across Capgemini • Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs • Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies • Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes • Optimise processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve) • Assist clients in optimising their workforce and skill sets to meet service levels and changing demand periods • Recommend a outsourcing model that enables positive customer experiences and cost model • Create technology recommendations for clients to increase their digital strategies • Creating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market

🎯 Requirements

• Experience of designing, selling and deploying contact centre solutions and outsourcing services for contact centres • Experience within commercial modelling and sizing • Management of a successfully delivered sales pipeline • Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets • Ability to create Contact Centre/CX solutions that support client objectives • Understanding of the latest Technology trends in the Contact Centre and Digital Transformation market • Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries • Experience in working on integrated Contact Centre solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality • Process Improvement methodologies • Experience improving customer journeys to improve CX outcomes • Experience of RFI/RFP processes and effective solution/proposal creation • Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CCAI/NICE CXOne) advantageous

🏖️ Benefits

• Employee wellbeing programs • Mental Health Champions • Wellbeing apps such as Thrive and Peppy