Management Consultant – Retail Customer Engagement

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Location

London

About Us

Capgemini Consulting is the global strategy and transformation consulting organisation of the Capgemini Group, specialising in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, our global team of over 3,600 talented individuals work with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organisational change.

Main Purpose of Role

Capgemini Consulting’s Customer Experience & Analytics practice delivers innovative customer-centric experiences and insight-led business excellence for our clients. Our Customer Engagement team is growing and we are looking to recruit consultants who combine retail expertise and consulting skills to help our clients tailor and adapt their experience to the wants and needs of their customers through digital technology innovation.

You will have the opportunity to define, design and deliver the marketing, customer services and commerce capabilities that deliver industry-leading customer experiences. You will help retailers seize new opportunities and realise value quicker by trying new things, testing-and-learning, not being afraid to fail (quickly) and critically being able to rapidly scale and integrate successes for true competitive advantage. You’ll be involved in innovating and delivering across CRM, loyalty marketing and Omni channels operations and technologies for retail clients.

Key Responsibilities

What you’ll do
Inspiring clients on how to optimise their customer value propositions across all channels, as well as implementing and maximising the value of single view of customers. Demonstrating a vision for the future of customer engagement and how to meet the needs of the digital, connected customer, you’ll help clients to develop propositions which will deliver this vision. You’ll use your understanding of how customer data can be used to optimise all aspects of a retailer business and of the challenges of acquiring and maintaining this data.

Acting as an advisor to deliver and embed multi-channel direct marketing processes and technologies which enable CRM & Loyalty, and helping our clients through defining customer strategy, customer experience, channel optimisations and customer journeys.

Finally, you will be working closely with technology delivery partners on behalf of our clients, bridging the gap between business and technology to delivery great, digitally-enabled customer experiences.

Skills and Experience

What you’ll bring
Passionate about developing customer journeys, customer segmentations, personas and cross-channel experiences, you will bring experience of delivering and/or using single view of customers and one or more multi-channel CRM & marketing suites: e.g. Salesforce, Oracle, SAP, IBM (Unica). Ideally coming from a strong retail industry background, you will have an understanding of operations across customer service, marketing, stores, trading and IT departments and experience in managing or defining direct marketing communications (email, push), loyalty schemes, customer growth, activation & reactivation initiatives.

In addition, you’ll have experience in business consulting and project work, specifically:
• customer journeys
• operating model design
• business requirements & process mapping
• change management
• delivery of digital technologies initiatives

Person Profile

Personal attributes:
To be successful you’ll be highly motivated and versatile with the ability to adapt your skills, attitude and behaviours to work with ambiguity and in areas that are not part of your core skills. You’ll bring energy and passion to your work and be focused on outcomes at all levels in the client organisation.

You’ll need to be credible, with the gravitas to engage effectively with C-level / CXOs on a peer to peer basis. You’ll enjoy managing a team, providing direction and helping others to develop. In fact, you’ll thrive in this environment. You’ll demonstrate consulting professionalism and flexibility - you’ll be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity.

Additional Information

WHAT WE OFFER:
We will provide you with intense professional development and as much stretch as you need to put your skills into action, learn and progress. In particular, you will have the opportunity for:
• Acceleration: The opportunity to accelerate your career through intellectual challenge, specialist training and responsibility
• Collaboration: The opportunity to work as part of a high performing, supportive and collegial team that values close collaboration with clients
• Satisfaction: Swiftly add value and make a real difference to Capgemini and to our clients’ organisations
• Exposure: The chance to work with some of the most admired organisations across a range of industries and locations
• Innovation: To work within a company that values innovation and encourages entrepreneurial spirit.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles will involve periods of time away from home at short notice.

We offer an excellent remuneration package to include flexible benefits and bonus dependent on the candidate's competency, skills and level of expertise.

In order to commence a role with Capgemini UK plc you will be required to provide documentary proof prior to joining the Company that you are entitled to live and work in the UK

Capgemini is an equal opportunities employer

Capgemini Consulting is the global strategy and transformation consulting organisation of the Capgemini Group, specialising in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, our global team of over 3,600 talented individuals work with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organisational change.

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