CONSULTANT SENIOR

Job Title:

CONSULTANT SENIOR

Job Description:

Senior consultant

Missions:

• Supporting our clients in the transformation of their Client Operations:
  • Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)
  • Definition and optimization of omnichannel customer journeys
  • Selfcarization of their relational devices
  • Support for the opening of new relational channels (chat, visio, bot, etc.) and deployment of these solutions
  • Definition of outsourcing strategy
  • Optimization of operational models (operational excellence, optimization of productivity, optimization of commercial performance, )
  • Redesign / optimization of commercial acquisition systems
  • Implementation of Voice of the Customer program
• Contribute to the firm's business development actions
• Participate in actions to develop the notoriety of the firm (speaking out, participation in industry events, etc.)
• Participate in the internal transformation projects of the Webhelp group and in the commercial development of the group's client accounts

Your profile:

Graduate of a Bac +5 from a major business school with at least 2-3 years of experience in a management/strategy consulting firm.

Experience on customer experience topics (strategy/operations) is a plus but not required.

Experience in the retail and/or travel industry is a plus, as well as experience in CX tech projects (not required).

• Appetite for customer experience issues
• Analytical skills
• Work rigor and excellent written and oral communication skills
• Curiosity encouraging to understand beyond the obvious or assertions
• Business sense assuming the ability to develop storytelling and structured thinking
• Appreciate agility and risk-taking
• English required

Location:

FRA Paris - 3 rue d'Heliopolis

Time Type:

Full time