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Communications, Media & Technology Customer Experience Senior Manager - Northeast

Job Location: NY - New York

Regional Description: Northeast

Job Number: 00651402

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- Job description

CMT Cross Industry Customer Experience – Senior Manager, Northeast

Locations: New York City
 
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 specialized 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 help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at http://www.accenture.com/.
 
People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.
 
Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.
 
The Management Consulting Manager designs and implements business changes that drive industry-specific, function and digital operating model transformation, focusing on task relating to people and process.
Job Description
Strategy and Experience professionals create and analyze to help clients maximize the reach and relevance of each brand interaction across media, website and physical touch-points that are increasingly addressable (store kiosks, etc.).
 
Customer Experience and Social professionals enable customer Strategy by identifying and tracking dynamic customer segments across all channels, modeling key interactions and delivering a continuum of relevant and optimal experiences. 
 
A professional at this position level within Accenture has the following responsibilities:
Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.  Closely follows the strategic direction set by senior management when establishing near term goals.  Interacts with senior management at a client and/or within Accenture on matters where they may need to gain acceptance on an alternate approach.  Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.  Decisions have a major day to day impact on area of responsibility.  Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
 
It is our intention for our people to live where they work and work where they live. However, in the
context of our profession and serving our clients there may be times when you will need to travel extensively.
Basic Qualifications
Minimum of 8 years of experience in the following:
  • Leading multi-disciplinary analysis of current-state Marketing, Sales and Service business operations to identify customer and employee pain points across touchpoints (including Online, Chat, Call Center, Mobile, Retail)
  • Developing recommendations (with reference points to other organizations) on process and organizational changes required to improve customer and employee experience across touchpoints
  • Assessing technology gaps and making recommendations for leading-edge technology solutions to improve and connect Marketing, Sales and Service experiences for customers and employees
  • Leading multi-disciplinary teams to implement process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees
  • Building multi-million dollar business cases and calculating ROI on customer strategy initiatives
  • Experience with cloud technology platforms including Salesforce.com
  • Experience working in and leading teams agile delivery methodologies
Experience in Communications, Media, Software and/or High Tech industries
 
Minimum of 8 years of experience in a consulting environment
 
Minimum of 5 years of previous project management experience inclusive of team leadership and project leadership
 
Bachelor’s Degree Required
 
Preferred Skills:
  • Experience architecting strategic programs (both assessment and implementation work)
  • Experience with customer experience design across digital and traditional channels
  • Experience leading design-thinking workshops with customers and functional stakeholders
  • Cross-Industry and cross-touchpoint customer experience design
  • Ability to monetize customer experience improvement via revenue uplift and cost reduction value levers
  • Experience in leading teams of 10+ resources
  • Experience in advising and collaborating with VP and SVP leaders
  • Exceptionally strong verbal and written communication skills
 
 
Professional Skill Requirements
 Proven ability to build, manage and foster a team-oriented environment  Proven ability to work creatively and analytically in a problem-solving environment  Desire to work in an information systems environment  Excellent communication (written and oral) and interpersonal skills Excellent leadership and management skills
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.
 

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