- Company Name
- Gibbs & Cox Australia
- Job Title
- Consultant senior en Relation Client CDI - H/F
- Job Description
-
Job title: Senior Customer Relationship Consultant
Role Summary: Lead end‑to‑end CRM and customer experience transformation projects for multi‑sector clients. Drive strategy, design, and delivery of innovative customer solutions while coordinating technical, functional, and partner teams.
Expectations: Design complex projects, manage stakeholder alignment, mentor junior consultants, and contribute to business development and solution development.
Key Responsibilities:
- Conduct strategic diagnostics of client customer relationships (CRM, omnichannel, contact centre, marketing, service processes).
- Define project scopes, translate business objectives into functional specifications, and design practical, technology‑enabled solutions.
- Own project delivery: schedule, budget, risk, risk mitigation, and deliverable quality.
- Provide functional expertise on marketing automation, sales force automation, service, omnichannel, and major CRM platforms (Salesforce, Microsoft Dynamics 365, SAP CRM).
- Lead change management activities: user adoption, training, communication, and support.
- Participate in proposals, technical solutions, and commercial opportunities.
- Coach & share knowledge with junior consultants.
Required Skills:
- 5‑7+ years of consulting experience focused on customer relationship management.
- Deep knowledge of customer journey, acquisition, retention, service, marketing, and sales processes.
- Hands‑on experience with leading CRM platforms and digital engagement tools.
- Proven project management, stakeholder management, and delivery skills.
- Strong analytical and communication skills; ability to translate complex problems into actionable solutions.
- Mentoring and coaching capability.
Required Education & Certifications:
- Master’s degree (Bac+5) in Business, Marketing, Information Systems, Project Management, or related field.
- Relevant certifications (e.g., Salesforce Certified Administrator/Architect, Microsoft Dynamics 365 KPI, or equivalent) preferred but not mandatory.