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Customer Service Transformation Lead – CRM & Omnichannel - SONG
Madrid
Job No. 13704539
Full-time - Hybrid
Descripción Del Puesto
At Accenture Song, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency. As a Customer Service Lead, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries.
Key Responsibilities
Lead strategic customer service transformation initiatives, defining and executing end-to-end programmes across CRM, omnichannel platforms and service operations.
Design and implement operating models that align people, processes and technology with business goals and service excellence.
Collaborate with C-level stakeholders to identify and apply the right technologies to solve complex business challenges.
Manage multidisciplinary teams and ensure delivery of high-impact solutions that enhance customer satisfaction, employee engagement and commercial performance.
Requisitos
Requirements
Over 10 years of hands-on experience in Customer Service Strategy, Operating Models, CRM technologies and Commercial Models, either in consulting or within leading industry organisations.
Deep understanding of digital trends and technologies including cloud platforms, data architectures, analytics, customer experience, digital marketing and Generative AI.
Strong technical expertise in Customer Service Enterprise Architecture, CRM platforms (Salesforce, Dynamics), Omnichannel Solutions, and cloud environments (AWS, GCP).
Experience with Design Thinking and Agile methodologies is highly valued.
Fluent in both Spanish and English.
University degree required.
The position is based in Madrid, following a hybrid work model with some days from home and others in the office, fostering collaboration and team synergy.
What We Offer
At Accenture, recognised as a Great Place To Work®, we embrace a hybrid work model that combines technology and human connection to maintain our inclusive and diverse culture. According to Refinitiv, we are the most diverse company in the world.
Additional benefits include:
Medical, life and accident insurance
Health services and wellness programmes
Flexible compensation and share purchase plans
Flexibility programmes (working hours, time off, holidays)
Personalised training paths
Sustainability programmes and Accenture Foundation
Employee diversity networks
Other benefits: Bankinter office with special conditions and profit sharing
