Director, Strategy

Job Title:

Director, Strategy...

Job Description

At Concentrix, our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent. We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet.

We cannot achieve this vision without you!

If you have an interest in improving our performance for the world's best brands in over 70 countries spanning 6 continents, please continue reading. There are a few characteristics we look for across all our hires regardless of the team they are working for. If this is you, we would love to discuss career opportunities with you.

Are you ready to reimagine the world?

Does working for a company who invests in the future and is inspiring in the marketplace intrigue you?

Are you bold in your decisions, and do you have contrarian views on how to run a business?

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.

Are you passionate about leveraging data, generating compelling and actionable insights that drive business value, and being part of high performing teams? Do you have the desire to be part of a company whose vision is to continuously be the greatest customer engagement services company in the world? Do you want to be part of a company that is rich in Diversity and Talent? Then we have the perfect role for you!

At Concentrix Catalyst, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable customer experience (CX) improvements. We focus on tapping into sentiment and building an emotional connection that keeps customers fanatical about our clients’ brands.

Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and customer expectations.

Concentrix Catalyst is searching for a talented CX Engagement Solutions Director to focus on building client relationships, identify new business opportunities, pioneer delivery excellence, and maintain a client focus. You will work with internal team members, cross-functional teams, and external clients to understand client business needs and develop delivery solutions that meet or exceed client expectations. You will lead a team of managers, consultants, and analysts to analyze and design customer experiences across a variety of channels and by using a array of data and information inputs.

Shape and Deliver Projects
• Support sales in the development and delivery of client proposals
• Utilize structured problem-solving skills/frameworks to develop a project strategy, work plan, and approach to frame and answer business questions
• Leverage best in class analytical tools to conduct analysis on large datasets
• Apply financial techniques to identify key economic business drivers and to derive financially driven recommendations including scenarios, risks, options and business cases
• Lead/drive a high performing team to deliver high quality analysis, thought capital, and clear data driven recommendations bounded by options and risk scenarios
• Deliver consultative recommendations to clients by drawing from information captured from the Concentrix team, prior experience and knowledge of critical processes and industry acumen
• Oversee key steering committee and other project management meetings
• Leverage insights to develop vertical specific or cross-industry aggregated learnings and best practices

Client Engagement Management
• Provide management throughout the project -- manage interfaces with key client stakeholders and effectively navigate difficult issues and project risks
• Build, manage, and sustain strong long-term relationships with internal and external clients
• Identify opportunities to grow assigned accounts within Customer Experience Analytics portfolio
• Manage multiple account and engagements simultaneously
• Coordinate and collaborate with multiple cross-functional teams and stakeholders to ensure delivery excellence.

Practice Building
• Lead practice building activities (e.g., solution packaging, thought leadership development, market offering development, recruiting)
• Identify and begin developing expertise in specific practice specialty areas to drive firm recognized expertise development
• Provide coaching and mentoring to business analysts and consultants
• Support the building of our integrated capabilities via development of standardized work processes, tools, and templates
• Ensure departmental goals and strategic plans are executed

Candidate Background & Profile
• Exceptional client management skills
• Strong interpersonal communication skills and ability to work well in teams
• Demonstrated ability to guide and manage large-scale customer relationship management business transformation
• Ability to effectively structure problems and solutions and influence clients to purchase services
• Development of growth and/or business strategies with associated analyses
• Research, analysis and insight development
• Solution development, including proposing process changes driving improved efficiencies
• Proven ability to manage and develop a remote team and maximize performance
• Project and program management
• Ability to work and lead others in ambiguous situations
• Results orientation / self-directed -- ability to drive change in unstructured environment
• Minimum 9 years’ experience consulting experience
• Solid understanding of contact centers and self-service channels
• Must have proficiency with various software applications including Microsoft Exchange, Microsoft Word, and Excel
• Excellent written communication skills
• Advanced understanding of technologies such as Power BI, Tableau, MiniTab, Speech & Text, AI, RPA, Social Listening and Advanced Analytics is desirable

Location:

USA, UT, Work-at-Home

Language Requirements:

Time Type:

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:
• English
• Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.

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