Manager - Sales & Customer Strategy
Il y a 2 mois
Job description
Au sein de l’équipe Sales & Customer Strategy, vous êtes amené(e) à cadrer, piloter et contribuer aux projets de transformation auprès de nos clients de divers industries (Energie, Banque, Assurances, FMCG, Luxe, Automobile, Retail, etc.) sur les sujets suivants :
Stratégie Relation Client et Service Client : diagnostic de performance et de maturité des Centres de Relation Client (CRC), définition de modèle opérationnel cible (organisation, processus, outils, pilotage) de Service Client, stratégie de selfcare et modèle relationnel cross-canal, stratégie d’externalisation, définition de feuille de route priorisée de transformation.
Transformation digitale de la Relation Client et du Service Client : cadrage et pilotage de projets de mise en place d’organisation cible ou d’aide au choix / appel d’offres d’outil digital de Relation Client (ex : CRM, orchestrateur de contacts, modèle de prévision et planification, VoiceBot, SVI en langage naturel), gestion de projets d’efficacité opérationnelle du Service Client et des centres de contact, analyse d’impact, cadrage et accompagnement de la conduite du changement auprès des populations concernées.
Conception et transformation de l’Expérience Client : analyse des irritants, conception des parcours clients cibles cross-canaux, conception des parcours employés, élaboration de la signature et des postures relationnelles, mise en place d’outils de mesure de la satisfaction client et de démarches d’amélioration continue.
Ventes : étude de marché et potentiel par segments, benchmark concurrents, définition des stratégies de « go to market » B2C et B2B, de programmes d’excellence commerciale et de modèle de distribution omnicanal, implémentation de nouvelles pratiques managériales et commerciales, stratégie de compte, amélioration du win-rate, pilotage de la performance commerciale, compétences, modèle de rémunération.
Au-delà de vos missions pour nos clients, vous avez l’opportunité de participer activement au développement de l’équipe et du cabinet, vous :
- Contribuez activement à des squads (équipes transverses) pour le développement ou le renforcement de nos offres, ainsi qu’au décryptage et à la production de contenu sur les enjeux et les innovations liées à la Data et l’IA pour les Ventes, la Relation Client, le Service Client, l’Expérience Client et à des sujets plus prospectifs (ex : Metaverse, NFT, web3).
- Prenez part au développement commercial et à la croissance de l’équipe et du cabinet en contribuant à l’identification d’opportunités, la qualification des besoins et en participant activement aux actions commerciales.
Qualifications
Diplômé(e) d’une grande école de commerce, école d’ingénieur ou université, vous justifiez d’une expérience réussie d’au moins 5 ans dans le secteur du conseil ou auprès de grandes entreprises reconnues pour leur savoir-faire sur les problématiques de Ventes et de Stratégie Client.
Vous êtes doté(e) d’une capacité à travailler en équipe, d’une ouverture d’esprit, d’un sens de l’analyse et vous souhaitez rejoindre un environnement professionnel motivant où vous partagerez nos valeurs que sont l’excellence, l’entrepreneuriat, l’innovation, la culture du partage, la bienveillance, l’équilibre vie personnelle / vie professionnelle.
Un anglais professionnel courant est indispensable.
Additional information
L’environnement de travail :
Des bureaux spacieux et modernes (salle de sport, spa, rooftop)
Un environnement dynamique et méritocratique, des professionnels avec un haut niveau d'expertise dans leur domaine
L’ambiance de travail :
Des rituels d’équipe formels, des points de suivi personnalisés avec votre manager et des rituels d’équipe informels (afterworks, séminaire, …)
Diversité et inclusion : un management fondé sur la bienveillance et la diversité, une culture équitable et inclusive, où nos employés et partenaires s’épanouissent grâce à un sentiment d’appartenance
Sia Partners est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi. Tous les aspects de l’emploi, tels que le recrutement, les promotions, la rémunération, ou les sanctions sont basés uniquement sur les performances, les compétences, et le comportement des employés ou les besoins de l’entreprise.
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