Manager – Customer Transformation

Why join frog? 

Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience through design, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and design innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to Make Your Mark on every project, in your studio, your community—and the world at large. 

Company overview 

frog, as part of Capgemini Invent, is looking for talented professionals for our Customer Transformation team. As the digital innovation, consulting and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. Our practice aims at helping our clients, across various industries, generate growth by becoming a Data-driven Experience Brand. Our clients need to deliver the experience their customers want, every day, across multiple touch points. The customer experiences they create have to reflect their brand positioning—through content that aligns the company’s purpose with the customer experience, in real time. 

What you’ll bring 

Already a leader in your field, you’ll bring a passion for call centre transformation and customer service strategy and will work with clients and internal teams on call centre transformations including redesign organisational structure, processes, and technology capabilities so they can deliver optimal customer service experiences. 
 
To be successful you’ll be highly motivated and versatile with the ability to adapt your skills, attitude and behaviours to work with ambiguity and in areas that are not part of your core skills. You’ll bring energy and passion to your work and be focused on outcomes at all levels in the client organisation. 

Your fellow frogs will rely on you to:  

We are seeking Managers, Senior Managers and Associate Directors to join our Capgemini Invent division to be a key member within our frog Customer service strategy and transformation practice. 

• Help shape the future of customer service and call centre transformation, working with our clients to identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals 
• Working in-depth with customer service and support business processes and capabilities ensuring experience design and analytics is incorporated into customer service, and support processes
• Build trusted relationships with key external and internal stakeholders
• Demonstrate strong consulting and advisory skillset including analytical capabilities, ability to synthesise content and translate it into recommendations and deliverables
• Lead and manage the identification and development of key business development opportunities to support frog growth
• Contribute to thought leadership around customer service strategy and call centre transformation topics that illustrate the insights and case studies Frog has developed during client engagements.
• Proactively drive client proposals and RFP responses from initial brief to final presentation
• Act as a trusted advisor to the great frog and Capgemini Invent leadership team 

We want you to have:  

• At least 5 years’ experience in management consulting experience with heavy focus working in customer service, contact centre environments or digital customer field such as knowledge, with a minimum of three years of experience leading teams 
• Industry experience in a marketing or sales role delivering transformation change programs to increase revenue and drive marketing & sales productivity. 
• Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
• Experience with CRM technology is a plus (e.g. Salesforce or MS Dynamics)
• Roles and responsibilities include customer service domain leadership and expertise, workstream leadership and delivery, content and offer development, practice leadership and involvement and business/account development.
• Senior roles must have multiple years of project management (including team management) and delivery, talent development, and sales/business development.