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Customer Insight & Growth - Cloud CRM Senior Manager (Financial Services)

Job Location: Location Negotiable

Job Number: 00652614


- Job description

Role: Senior Manager, Customer Insight & Growth (FS)

Location: London  

Travel: Up to 100%


About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at


Financial Services

Financial Services is an industry in rapid transition driven by shrinking margins, more demanding customers, digital innovation and the rise of new more nimble competitors.


Accenture’s Customer Insight & Growth (CI&G) business sits within our Financial Services Consulting Business, across Capital Markets, Wealth and Asset Management, Banking & Insurance. DMS helps Chief Marketing Officers, Head of Retail, Distribution and Digital in Financial Services organisations to enhance customer engagement, grow revenues, cut cost to serve, and stay ahead of the market. Our unique blend of innovative digital thinking, financial services expertise and market leading technology is coupled with a comprehensive breadth of skills, a global footprint, and a network of nearly 50,000 financial services professionals with wide ranging experience in developing, delivering and managing strategies and solutions.


The CI&G community sits within our Financial Services Consulting Business, across Capital Markets, Wealth and Asset Management, Banking & Insurance. Projects within CI&G are diverse and generally relate to: 

·       Customer experience

·       Customer service

·       Marketing transformation

·       Digital propositions

·       Distribution channels and customer

·       Digital analytics


Role Description


Senior Managers generally spend much of their time working on client sites, delivering a project, with the expectation of extra-curricular responsibilities and practice building on the side (proposition development). You’ll be expected to support and lead business development opportunities at existing or prospective clients, providing support to MDs and wider sales team. Whilst also being responsible for directing and managing the development and delivery of high-quality CRM technical/business solutions for our clients.


CRM Senior Managers responsibilities include:

  • Providing solutions to complex business problems for area(s) of responsibility where analysis of solutions requires an in-depth knowledge of organisational objectives
  • Being involved in setting strategic direction to establish short to long term goals
  • Interacting with senior / exec management levels at a client and/or within Accenture, which involves negotiating or influencing on significant matters
  • Making decisions that will have a day to day impact on a team/area
  • Managing large teams/and or work efforts at a client or within Accenture
  • Having specific focus, knowledge and expertise on identifying right CRM solution, provide required project management and training to ensure successful implementation. 


Required Skills

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, who can think logically, solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of the Financial Services Industry. 

As well as the above, you should have expertise in one or more the following areas:

  • Financial Services experience either within Banking, Insurance or Capital Markets
  • Previous experience at a leading management consulting firm or internal consulting
  • Deep expertise in major ‘multi-channel’ and/or digital development covering Branch, Telephony, Online, Tablets and/or, Mobile services
  • Understanding of major vendor landscape, legacy systems and knowledge of Oracle On Demand/Salesforce/Pega cloud and premise based solutions
  • Functional expertise on core banking and insurance distribution processes
  • Ability to help grow the CRM capabilities within the practice
  • Ability to operate at all stages of development lifecycle, from initial strategy projects through to full programme delivery
  • Experience working in an Agile methodology, familiarity with Scrums as well as more classic ‘Waterfall’ delivery approaches.
  • Experience of delivery programmes, including risk / issue management and project management
  • A good team worker with excellent client relationship and interpersonal skills
  • Well-developed analytical skills and ability to provide clarity to complex issues and synthesise large amounts of information
  • Extra-curricular or external roles displaying leadership qualities


What can we offer you?


1.      Career Opportunity 

Accenture represents a significant opportunity to work and build your career in not only one of the top Consultancy firms but also within one of its fastest growing areas. The DMS practices have had significant revenue growth over the last three years. Our work spans clients in Banking, Insurance and Capital Markets and includes thousands of trusted client relationships. Our global presence and integrated structure mean we are uniquely place to help with innovative customer solutions, complex consulting delivery as well as Industry specific advisory work. We positively encourage our people to challenge themselves, think, innovate and collaborate in every role they play, enabling you to grow as fast as you can. 

2.      Great People 

People and communities are at the heart of what we do and what makes us a diverse and refreshingly different place to work. People development is rewarded on an equal footing to client delivery, meaning sharing knowledge, ideas and building an Industry leading teams are part of our core values.  

Whether it’s your practice, client account, career counsellor, start group or Industry specialist community, our internal communities help our people feel connected throughout Accenture no matter where they are located or with whom they work. These groups form your support network, friends, learning channels, mentors and help you get the most of out of your career.

3.      Training 

We recognise the importance of training to help you remain at the top of your game and continue to grow and achieve through your career, and that’s why last year we invested more than $787 million in training and developing our people. 

Throughout a career at Accenture, you can develop skills and capabilities based on your interests and talents. It starts with new joiner orientation and our core curriculum, which introduce Accenture and help develop basic skills for success. As you progress in your career, you will expand your knowledge and skills through formal development programs.

4.      Package 

As well as a highly competitive salary, Accenture offers a comprehensive package, including;

·         30 days’ holiday

·         Gym subsidies

·         3 additional days for charitable work of your choice

·         Employee healthcare plan

·         Competitive pension scheme

Next Steps…

If this sounds like the role, career and company for you, click below to apply.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

If relocation is required to fulfil the role, the employee must consider their application as an Employee Driven Transfer and they will therefore be personally responsible for any immigration costs relating to their dependents (for the full policy please read the UKI supplement of Policy 0044).

Closing Date for Applications 31/08/2019

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.


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