Head of Digital Services
il y a 3 jours
ABOUT US
Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 passionate employees working in 30 languages across 4 continents and more than 25 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
MISSION OF THE ROLE
The mission of the Head of Digital Services in France is to lead and oversee the strategic development, implementation, and optimization of digital solutions at a country level. This role is responsible for driving the digital transformation of the business by leveraging technology to enhance customer experiences, streamline operations, and achieve organizational goals. The Head of Digital Services ensures that digital initiatives align with the company’s broader business objectives, fostering innovation, improving efficiency, and maintaining a competitive edge in the market.
The Head of Digital Services will report directly to the region CEO, and will head a newly created organization at country level, responsible for sales and delivery of digital services in the country.
The Head of Digital Services will also report functionally to the Head of the newly created Global Digital Services Unit (GDSU). This role will require regular interaction and collaboration with GDSU teams to ensure the effective utilization of central digital services resources and capabilities and the full alignment of the country-level plans / requirements with the global ones.
The main responsibilities will be leading the implementation of the digital services strategy, driving the country’s P&L, and working closely with the CEO.The role will be pivotal in driving sales, delivery, and achieving ambitious targets with ongoing support from the central team.
RESPONSIBILITIES
- Manage and consolidate existing country-level digital services offerings.
- Develop and finalize the country-level digital services strategy to meet targets set in the 2025 digital services plan.
- Oversee the creation of a new country-level organization, including skill mapping and appointments for the digital services teams (sales and delivery).
- Fine-tune the country-level operating model for digital services, including interaction with traditional BPO teams, in collaboration with the country/regional CEO.
- Develop a local go-to-market account-by-account plan and create a pipeline in coordination with GDSU’s pre-sales and offering team.
- Execute product roll-out plans in coordination with GDSU’s R&D, product development, and SQUAD teams.
- Define required partnerships to complement local capabilities, in coordination with GDSU’s partnership and global agreements team.
- Deliver the country-level digital services P&L, in collaboration with the country/regional CEO.
- Ensure the effective implementation and optimization of the new operating model for digital services in the country.
- Coordinate with central GDSU digital services teams to propose improvements to tailor the value proposition to local needs, including product development, pre-sales, and partnerships.
- Update and refine the country-level go-to-market account-by-account plan and pipeline creation in collaboration with GDSU’s pre-sales and offering team.
- Foster a high-performance culture that encourages continuous learning, professional growth, and a digital services mindset.
REQUIREMENTS
- Degree in Business Administration, Information Technology, Computer Science, or a related field; MBA or advanced degree preferred.
- Minimum of 8-10 years of experience in leading IT players (SW development players or IT service providers) or in BPO players with a focus on digital services, with at least 5 years of experience as country head of the commercial/ delivery organization, ideally as direct report to country-level CEO.
- English fluent.
- Proven experience in managing and delivering P&L targets and driving significant account growth at the country level.
- Strong background in leading commercial and delivery organizations, particularly within a digital services portfolio.
- Experienced in building new teams and implementing new organizational structures and operating models.
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