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We are seeking a highly motivated and experienced CRM Transformation Business Consultant with a passion for transforming Customer Experience to join our team. In this role, you will play a pivotal part in helping clients optimize their CRM strategies, helping them to identify how to leverage CX technology, analytics, and best practices to improve customer engagement, streamline processes, and drive business growth. As a Consultant in frog’s CX Transformation team, you will work closely with clients and colleagues on project teams to design CRM solutions that align with business goals and support the realisation of business value through the implementation of these solutions. This role is an exciting blend of management consulting skills, mixed with CRM, Technology understanding, Strategy and Operations.
Job Responsibility:
Collaborate with clients to assess their current customer experience and the role of CRM tools in enabling this
Design strategies to improve customer engagement, retention, and loyalty
Identify opportunities for innovation and process optimization in customer facing processes and customer and employee journeys
Assist in supporting the business transformation enabled by the adoption of CRM platforms (e.g. Salesforce, Microsoft Dynamics)
Assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation)
Work with customers to identify challenges and opportunities that will enable them to deliver on their goals
Work with technology, data and customer teams internally and externally to develop customer first solutions
Serve as a key point of contact for clients, ensuring smooth communication and delivery
Work with client teams to improve CRM adoption and effectiveness to drive better CX and business outcomes
Collaborate with internal and external stakeholders to align solutions with business objectives
Requirements:
Previous experience in delivering customer experience (CX), CRM transformation, or a similar role
Hands-on experience as an end user CRM platforms would be ideal but at least an understanding for capabilities is needed (e.g., Salesforce, HubSpot, Microsoft Dynamics)
Supporting clients to identity challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals
Proven experience in designing and delivering CRM and CX strategies
Pragmatic problem-solver
Proactive and flexible
Collaborative team player
Excellent interpersonal skills
Adaptable and agile
Intellectually curious
Storyteller
Nice to have:
Experience working with at least one of these platform providers – adobe, Salesforce, Microsoft