Job description:

Job description, Roles & Responsibilities:
We seek a seasoned Senior Engagement Director / Manager to drive complex programs from inception through completion. As a part of the Digital Customer Experience (DCX) practice, leading engagements based on Capgemini’s Customer Experience (CX) and Engagement Management capabilities, the CX Engagement Manager will lead teams of senior functional and technical resources to deliver global, complex transformation programs for our clients.
This position serves as the primary role leading multi-project, multi-domain programs for our largest clients across the marketing, sales, commerce, and customer service business domains. Senior Engagement Directors / Managers serve as client-facing leaders, overseeing the day-to-day relationships, providing thoughtful advisory and pragmatic partnership with executive stakeholders. In terms of delivery, this role will govern the launch, execution, optimization, and close-out of the engagement, including establishing a “benefits management office.”

The CX Program Engagement Director / Manager has technical and functional competencies to understand and execute digital CX change strategies, deliver planned outcomes, and course-correcting.

RESPONSIBILITIES
They will manage senior client executives and their engagement teams, work with various client stakeholders to deliver professional services, and manage business development activities on strategic and global priority accounts.
• Sales Leadership
o Lead and support sales activities to shape and win high quality and profitable CX Transformational proposals
o Serve as an extension of DCX into the Account for all business development, sales, client engagement activities to grow the CX book of business.
o Engage with DCX leadership and account teams to expand existing or similar transformation opportunities
• Business Value
o Co-create business case, charter, and program governance as needed
o Create unique and innovative ideas for multiple industries to improve client business performance
o Deliver multi-threaded business strategy, transformative change, or operations improvement/turnaround initiatives
• Program Governance
o Establish and drive program-level communications, stakeholder engagement, governance, and reporting cadence
o Maintain budgets, oversee staffing, and provide oversight of contracted services
o Drive the program management process to deliver project scope on time and within budget with responsibilities that include directing work efforts, reviewing integrated project plans, escalating and communicating resource needs, supervising quality reviews, and managing issue resolution.
o Ensure the integration of projects by adjusting the scope, timing, and budgets based on business needs in collaboration with Project Managers to define the overall program plan.
o Track key program milestones and recommend adjustments to Project Managers to meet commitments and ensure high-quality deliverables.
o Meet all service level agreements, KPIs, and all administrative duties in a collaborative environment
• Executive Influence
o Collaborate, facilitate, and present strategic guidance influence, and roadmaps for C-level and Executive clients around Digital CX strategies
o Identify and prioritize opportunities to achieve enterprise goals or enhance program strategies by partnering with senior leadership and key stakeholders.
• Contribute to the EM Community
o Model and support Program and Project management standards to continuously improve engagement quality by serving as a subject matter expert (SME) and mentor to the Project Managers or leads
o Harvest lessons learned from all sales and delivery engagements in the spirit of continuous improvement for the community
• Stakeholder Management
o Build and manage internal and external relationships at all levels within an organization
o Develop and deliver formal presentations to senior clients in both delivery and sales situations
o Ensure optimal collaboration and an integrated delivery approach between onshore and offshore teams

POSITION REQUIREMENTS
This candidate has experience in management consulting, business process improvement/automation, technology implementation leadership, IT operations – or some combination thereof; collaborating with clients to identify and frame their business problems, then architect solutions and execution roadmaps.

• Leadership and Management Skills:
o 10+ years leading transformation or technically-enabled innovation programs for Global 1000 enterprises with measurable results
o Demonstrated experience interacting with CxO and Executive Level clients
o Adept at successfully navigating conflict in an extensive stakeholder community
o Builds long term relationships and teams that inspire mutual trust, accountability, and candor
o Leads with a uniquely high degree of emotional intelligence to effectively shape and adjust working team dynamics
o Strong ability to facilitate and negotiate engagement planning, strategy, risks, and road-mapping discussions
o Business domain expertise in marketing, sales, commerce, or customer service
o Ability to think big picture strategy to effectively assess client situations and assemble service solutions to meet client needs
o Effectively represent the program strategy, mission, approach, and progress while actively managing the risk.
o Proactive leadership style focused on driving thought-leadership and developing next-tier consulting leaders, including mentoring, team growth plans, and succession.
o Demonstrated experience leading delivery teams from multiple capability practices across global delivery centers
o Identify and take the lead in significant pursuits resulting in new or additional business.
o Recognized both internally and by clients for providing effective relationship and commercial management in complex delivery and sales environments
o Recognized for delivery and subject matter leadership
o Experience and interest in leading RFP responses, blueprint development, and business value assessments
o Define and apply the required mix of Capgemini capabilities to deliver planned value
o Comfort and leadership in enabling a continuous release culture (DevOps, CI/CD) with functional stakeholders and leaders
o Comfortable with the potential for frequent travel, potentially 100%
o Authorization to work in the U.S. without restriction
o Bachelor’s Degree required; MBA/ Masters preferred
o Certifications: Program Management Professional (PgMP®), Project Management Professional (PMP®), or equivalent

Technical Skills and Experience
o Understanding of Customer Experience technology stacks (i.e., Martech, eCommerce stacks)
o Understanding of Customer Engagement Platforms, Dynamics
o Agile/SAFe and continuous delivery models (CI/CD)
o Understanding of Cloud Platforms (i.e., AWS, Azure, Google)
o Knowledge of technology trends in the Data Analytics/Data Science/Big Data domain
o Learning of technology trends in RPA, low code, AI/ML

KEY RESPONSIBILITIES:

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Required Skills:

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Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.