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Director CX Learning Solutions

Req ID#:  336430

Pasig, PH, 1800 GR Coventry, GB, CV12TA MA GB DE Watford, GB, WD25 7GS IT Fes , MA, 30000 MA MA Pasig City, PH, 1600 MA MA, 10000 MA MA Madrid, ES, 28830 Krefeld, DE, 47807 IE MA Copenhagen, DK, 2300 Tarlac City, PH, 2301 Perigny, FR, 17180 Miami, FL, US, 33131 IN GB Quezon City, PH, 1110 Baguio City, PH, 2600 Managua, NI Getafe, ES, 28906 Kingston upon Thames, GB, KT2 6LZ AU Knoxville, TN, US, 37922 IN FR Paris, FR, 75009 Dallas, TX, US, 75243 Ocala, FL, US, 34475 Bartlesville, OK, US, 74006 Swansea, GB, SA79BB Angeles City, Pampanga, PH, 2009 Rabat, MA, 10000 US BG JUILLAN, FR, 65290 FR Omaha, NE, US, 68134 Madrid, ES, 28045 AU SAINT ETIENNE DU ROUVRAY CEDEX, FR, 76801 CI Painted Post, NY, US, 14870 MA Spartanburg, SC, US, 29303 GB IN Sønderborg, DK, 6400 Madrid, ES, 28045 MA Omaha, NE, US, 68134 MA, 20000 Casablanca , MA, 20300 Miami, FL, US, 33131 AU MA Baguio City, PH FR Lisboa, PT, 1990-084 PT CA PA MA IN Las Rozas, ES, 28230 PT NL US IE Puerto Princesa City, PH, 5300 Nashville, TN, US, 37203 São Paulo, BR, 01144-010 IT Berlin, DE, 13629 Coventry, GB, CV3 4LF AU EuroCentral, GB, ML1 4WQ B, ES Baguio City, PH Baguio City, PH, 2600 Dusseldorf, DE, 40476 Varsity Lakes, QLD, AU, 4227 MA Berlin, DE, 13629 Onehunga, NZ, 1061 Andalusia, AL, US, 36421 COURNON D'AUVERGNE, FR, 63800 Potsdam, DE, 14471 Middlesex, GB, TW6 2GW Augusta, GA, US, 30906 WASQUEHAL, FR, 59290 Riga, LV, 1000 Wittenberg, DE, 6886 MA, 10000 PL NSW, AU Rickmansworth, GB, WD3 9YS Bogotá, CO FR FR PT FR Mandaluyong City, PH, 1550 Quezon City, PH, 1110 MA Copenhagen, DK, 1050 MA Managua, NI Athens, GR, 104 34 Cali, CO Quezon City, PH, 1100 ES Exeter, GB, EX1 1ST Abidjan #160, CI, 18 BP 323 Gurgaon, IN, 122003 FR GB Milford, DE, US, 19963 M, ES, 28045Previ Belgrade, RS, 11070 Buffalo, NY, US, 14202 Oak Ridge, TN, US, 37830 PA PT NL ST JEAN BONNEFOND, FR, 42650 Quezon City, PH, 1110 Cali, CO ES Saint John, New Brunswick, CA, E2J 1M5 Pompano Beach, FL, US, 33069 US Polska, PL, 66-400 FR FR Exeter, GB, EX1 1ST Rabat, MA, 10000 FR Romainville, FR, 93230 Fes&#160, MA, 30000 IN Baguio City, PH, 2600 US NI PA IE MA NZ Tranbjerg J, DK, 8310 CA SN CA GB PA Dagupan City, PH, 2400 Las Cruces, NM, US, 88011 PA MA MA Varna, BG, 9009 Baguio, PH, 2600 Pasig City, PH, 2605 PT Pasig, PH, 1800 MA Tarlac City, PH, 2301 Las Vegas, NV, US, 89119 Coventry, GB, CV1 3BH Fishers, IN, US, 46037 Pasig City, PH, 1605 MA, 10000 BR, 24020-082 IN GB Stratford upon Avon, GB, CV37 9HY FR DE Las Vegas, NV, US, 89119 Caribou, ME, US, 4736 Fes , MA, 30000 Pasig City, PH, 1605 FR FR San Angelo, TX, US, 76904 Rhodes, NSW, AU, 2138 Puerto Princesa, PH Fes , MA, 30000 Krefeld, DE, 47807 Gdańsk, PL MA Albuquerque, NM, US, 87109 PAU, FR, 64000 US IN BR, 60110-141 PA Pasig City, PH, 1604 Plymouth, GB Porto, PT, 4050-344 Bogota, CO FR Miami, FL, US, 33131 Dessau, DE, 6844 GB Lake City, FL, US, 32025 Nisava, RS, 18000 FR US Sevilla, ES, 41011 ES Bedfordshire, GB, LU4 9TT CO MX Buffalo, NY, US, 14207 VERVINS, FR, 02140 Barcelona, ES, 8940 ROMAINVILLE, FR, 93230 BR Miami, FL, US, 33131 Milano, IT, 20147 Birmingham, GB, B4 6GA Sofia, BG, 1407 Magdeburg, DE, 39112 ES MA Pasig City, PH DK Paris, FR, 75009 Hamilton, AL, US, 35570 MA MA, 10000 Troyes, FR, 10000 BE Asheville, NC, US, 28803 Sevilla, ES, 41920 São Paulo, BR, 03164-200 FR Mandaluyong City, PH, 1550 Barranquilla, CO IN MA Fes , MA, 30000 Amarillo, TX, US, 79110 FR BG IN RS FR MA, 10000 CL Mandaluyong City, PH GB FR Dessau, DE, 6844 IN San Pedro Garza Garcia, MX Fes , MA, 30000 St. Catharines, ON, CA, L2R 5L3 Fes , MA, 30000 Warsaw, PL, 02-675 GB Baguio City, PH Tarlac City, PH, 2301 AU Hyderabad, IN, 500081 PT Maitland, NSW, AU, 2320 GB Best, NL, 5684 PK Chennai, AP, IN, 600113 Dakar, SN, 12500 BR NANCY, FR, 54000 Miami, FL, US, 33131 Newcastle upon Tyne, GB, NE12 8EW FR GB Mumbai, AP, IN, 400072 GB Norman, OK, US, 73071 Potsdam, DE, 14471 Dusseldorf, DE, 40476 København N, DK, 2200 Glasgow, KY, US, 42141 PT Burgas, BG, 8000 MA, 10000 BLOIS CEDEX, FR, 41043 MA, 20000 Crows Nest, NSW, AU, 2065 MA, 10000 København SV, DK, 2450 Derriford, GB, PL6 5AA

Director CX Learning Solutions

Solutions

CX Solutions lead, EMEA

EMEA – Remote

 

To support the acceleration of the company's growth and sales development in EMEA, Sitel Group is looking for an ambitious and dynamic CX Solutions lead. This candidate should be experienced in assessing Clients’ and Sitel Group needs in the areas of Customer Service and Customer Experience (CX), Digital Transformation, Operational Improvements, Automation and Innovation and, recommending, designing and building integrated solutions, that combine at best Sitel Group CX products to bring added value to our clients.

Reporting to the Head of Solutions, EMEA, you will work closely with Sitel Group and CX solutions leads, Product Owners and the Head of Sales to define solutions, proposals and RFP responses that meet our clients needs. You will co-ordinate the CX solutions community, ensuring that we provide unified support to Sitel Group teams and that our offers meet the needs and requirements of our customers. If you are looking to develop in an international environment and are rigorous, creative, and pragmatic, with a real sense of customer focus, join Sitel Group and contribute to its expansion as the leader in Transformational CX Services!

 

Responsibilities

You will drive the CX solutions team in Sitel Group’s EMEA region, working closely with business development teams and CX product teams during the client sales cycle to provide effective integrated solutions that answer to the client’s needs and expectations.

You will be responsible for designing and building solutions that are aligned with the existing product portfolio and the teams’ expertise in each CX families, and to lead conversations with clients that need guidance and/or want to engage in a CX digital transformation program. You will ensure that proposed solutions and RFP responses are effective and compliant with customer requirements, priced correctly and that project timelines are feasible and aligned with the delivery teams capabilities.

  • You will be responsible for the overall solutions consistency of CX
  • Lead clients’ conversations to understand business challenges and objectives.
  • Help clients and Sitel Group to define the best strategy to drive change.
  • Support the business development and solutions teams on proposals, documentation, and pricing.
  • Coordinate the conception and writing of bids with the solutions team of each CX families.
  • Ensure that proposals meet the client's requirements and differentiate Sitel Group.
  • Present proposals to customers alongside Sitel Group sales, account managers and leadership.
  • Act as an CX subject matter expert, supporting sales and account managers during client meetings.
  • Deliver business cases and customer success stories that can be included in proposals.
  • Provide ongoing expertise to customers during and post project implementation.
  • Guide the demos strategy and ensure that these are representative of the overall CX offer.

 

 

Additional tasks

  • Perform, in collaboration with sales, account managers and customer success teams, discovery sessions with customer service operations managed by the Sitel Group and/or the client to identify business opportunities and promote CX products and offers.
  • Identify opportunities / needs for CX consulting during the pre-sales phase, after the start of the project or during the run phase.
  • Help assess the ROI and business impact of deployed solutions.
  • Contribute to the business development strategy and action plan, the improvement of Sitel Group CX Technology global offer and products roadmap, and the production and improvement of sales documentation and marketing materials.
  • Support the Delivery teams to ensure the success of projects and provide solutioning if necessary.
  • Contribute to the improvement of CX offers and products by providing customer feedback.
  • Maintain a knowledge of both CX technology and business trends and be a step ahead in the direction the customer service industry is heading.

 

Skills

Business skills

  • Previous experience as a solutions architect, sales or account manager in the CX industry.
  • Expert in customer relations and/or digital innovation.
  • Solution design experience in 1 or more of the following disciplines Cloud Contact Centres, Conversational AI, CX Analytics, Speech Analytics, Intelligent Automation, Digital Learning
  • Ability to understand client business issues, analyze problems and propose solutions both functionally and technically.
  • Excellent oral and written communication skills and ability to adapt to a business audience.
  • Ability to summarize and report to senior management.
  • Know-how in project management, team leadership and conducting meetings.
  • Customer focus.
  • Ability to anticipate, be proactive, take initiative and make decisions.
  • Ability to innovate and design new solutions.
  • Strong commercial appetite.
  • Strong knowledge of MS office and CRM software.

Cross-functional skills

  • Adaptability and flexibility.
  • Strong sense of analysis and synthesis.
  • Strong oral and written communication.
  • Conviction and influence.
  • Customer orientation.
  • Interpersonal skills.
  • Rigor and organization.
  • Teamwork, a known collaborator that drives cross functional partnerships.

Regular travel in EMEA, occasional travel to North America or other regions

 

Director CX Learning Solutions


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