(Senior) Director - Digital Customer

Description

Department: 

This role sits within the EMEA Digital & Technology (DTS) practice at Alvarez and Marsal. A&M Digital revolves around a full-service Digital offering spanning Strategy, Digital Customer, Technology and Data. Our positioning is at the intersection of strategy and execution (not slides and then gone, nor fingers on keyboards coding & testing or detailed customer journey designing), architecting the destination, orchestrating the delivery and navigating the change & transformation journey. 

Through our DTS practice, Alvarez & Marsal (A&M) helps clients ideate, incubate, and industrialise new business models including agile target operating models, customer and product innovations, or intelligent and automated back offices leveraging a mix of capabilities ranging from digital product management, customer experience (CX) service design, data and analytics, and self-service platforms. Working directly with client management, A&M's involvement reassures all stakeholders that the company is taking important steps to address key market opportunities or challenges and maximise the value of its business and technology investments moving forward. 

A&M’s DTS professionals work on some of the world’s most high-profile cases in a rapidly transforming landscape, striving for game-changing solutions that provide impactful long-term change. Our international team is comprised of seasoned executives from diverse backgrounds, functional experts & highly skilled consultants. 

Purpose of the Digital Customer team: 

This is a fantastic opportunity for you to join a ‘hands on’ Digital Customer team.  You will contribute to work streams on large programs but also smaller projects, leveraging your Digital & Technology knowhow and skill set in challenging the status quo and developing sound solutions either from an external point of view or in collaborative settings with your client organization.   

Alongside out broader European DTS team colleagues, we define and deliver innovative strategic outlooks – aligning each Digital Customer initiative to a specific company goal- getting the client from where the company is today to where it wants to be in the future. 

The Digital Customer team drive the optimal perception that customers have of a clients’ brand -- before, during and after a product or service purchase.  We put the customer at the center of all interactions, improving the digital experience on website and mobile apps and the customer experience of all touch points with a client, driving long term engagement, loyalty & trust. This happens across social networks to YouTube Channels, and from instore to online, transform all digital marketing / sales / service to determine a complete and future-thinking Customer & Digital experience proposition. 

Our vision is a customer operation combining a human-digital hybrid that enables 24/7 customer engagement & end-to-end services. Our Digital Customer team cover the customer lifecycle of attraction, satisfaction, and retention. The team are experts at enhancing Customer & Digital Experiences for our French & EMEA clients, promoting the shift to digital channels through leading process transformation and technology.  

This work includes gathering and analysing information, formulating and testing hypotheses, and developing and communicating recommendations. You’ll also have the opportunity to present results to client management and implement recommendations in collaboration with client team members. You will work with clients and teams on broader consulting work that includes strategy, operations/processes, training, organisational structuring, new digital initiatives, and marketing with a strong digital focus. 

Responsibilities: 

You will support the delivery of digital CX transformation projects within the France region and across EMEA, where identifying disruptive transformation levers and managing political complexity will be key to generate significant and sustainable savings. Assignments will focus on delivering large and complex transformation programs across our key client industries, bringing high added value to our clients (disruption mindset, restructuring DNA, acceleration of the transformation).  To this effectively, you will need to: 

• Provide solutions to real world problems facing clients today, whilst referencing a portfolio of end to end value-led, customer-centric digital transformations;
• Help clients devise strategies to reinvent customer experience by advising, shaping and delivering platform-led transformations to realise their strategic business objectives and get maximum value from their platforms;
• Implement measures and tools to measure customer satisfaction with surveys and use other data collection methods such as net promoter score and customer satisfaction score.
• Steer and support clients around storytelling and vision engagement - helping to get key messages across to internal stakeholders, how data collected can drive decision making and what benefits/value the products and services are bringing to customers
• Identifying and getting the most critical internal stakeholders across the whole client facing org (marketing, sales, customer service and support) and collaborating with them to enhance the full CX and Digital experience;
• Pivoting to new channels and initiatives, picking up new skills and working with emerging technologies;
• Have functional strengths in highly relevant CX topics such as omnichannel, mobile, loyalty, branding etc;
• Knowledge of Service Design, Design Thinking, Human Centred Design or similar techniques
• Familiar with the end-to-end design lifecycle (discovery, experience strategy & design, concept development, product management and experience measurement);
• Cultivate and share best practices through thought leadership, personal experience and the shared collective experience gained from similar projects and engagements;
• Stay up to date on aligned industry trends and solution innovations, constantly refine point of view and demonstrate ongoing thought leadership;
• Work closely with senior stakeholders in the client’s business and with professionals from leading institutions;
• Be an action-oriented self-starter with strong analytical skills and entrepreneurial flair;
• Have a strong exposure to client, be able to deal with top executives in complex situation;
• Be proactive in industry events e.g. conferences, forums, debates – ensure the Company is perceived as a key player in the Digital Transformation space.

Requirements: 

The ideal candidate would possess a strong passion for (large scale) digital CX transformation, with both industry and consulting experience. Experience & abilities will depend a little on the focus but are likely to include: 

• Education: a high-grade degree qualification (or equivalent) from a Grande Ecoles University in a relevant subject;
• Experience within advisory (ideally from a large Professional Services firm or from a digitally focused boutique), working on large scale transformation program and highly exposed to top management;
• Consult with internal stakeholders across various sector verticals and geographies to drive CX value conversations to existing and new client engagements;
• Support clients in creating and implementing industry leading Omni-Channel CX strategies to meet customer & client needs;
• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders;
• Ability to create Contact Centre/CX solutions that support client objectives and relevant CX solutions for implementation – e.g. chat bot, conversational AI etc;
• Demonstrated aptitude for both data & data analytics and an ability to work with numbers with ease with an ability to interpret and present data to all levels within an organisation;
• Strong communication and relationship building skills, an excellent networker with the ability to navigate a wide map of internal stakeholders and external account relationships to CXO, CDO, CMO, CCO and CIOs;
• Native/Fluent French & English language skills are essential along with excellent writing skills;
• Solution oriented, data driven, learning mind-set; 
• A deep understanding of the current trends, challenges and technologies used desired;
• An understanding of change management thinking – especially pertaining to disruptive technologies highly desired;
• Willingness to travel often (within France and Europe) & right to work in the EU;
• Additional European languages (to a fluent business level would be highly valuable;
• Further education such as an MBA would be highly valued.

Why A&M? 

Companies, investors, lenders and government entities around the world turn to Alvarez & Marsal (A&M) when conventional approaches are not enough to activate change and achieve results. 

Privately-held since 1983, A&M is a leading global professional services firm that delivers performance improvement, turnaround management and business advisory services to organizations seeking to transform operations, catapult growth and accelerate results through decisive action. Our senior professionals are experienced operators, world-class consultants and industry veterans who draw upon the firm's restructuring heritage to help leaders turn change into a strategic business asset, manage risk and unlock value at every stage. 

When action matters, find us at www.alvarezandmarsal.com 

Diversity & Inclusion: 

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity and we foster inclusiveness. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way. 

Diversity & Inclusion

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Equal Opportunity Employer

It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.