CRM Transformation - Senior Consultant

Since June 2021, frog has been part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth by building and orchestrating experiences at scale, harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements, and communications.

Joining frog means becoming part of the “pond,” a global network of studios with a vibrant in-person and virtual culture. Frogs are curious, collaborative, and courageous, united by a passion for improving the human experience across various expertise areas, bringing diverse skills and experiences. We leverage our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs value humor, positivity, and community as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog empowers you to meet the moment and make your mark on every project, community, and the world at large.

What You\’ll Be Doing

We are seeking a highly motivated and experienced CRM Transformation Business Consultant with a passion for transforming customer experience to join our team. In this role, you will help clients optimize their CRM strategies, leveraging CX technology, analytics, and best practices to improve customer engagement, streamline processes, and drive business growth.

As a Senior Consultant in frog’s CX Transformation team, you will work closely with clients and colleagues to design CRM solutions aligned with business goals and support the realization of business value through implementation.

You should have experience in:

• Delivering customer experience (CX), CRM transformation, or similar roles.
• Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics) or at least an understanding of their capabilities.
• Supporting clients in identifying challenges and applying expertise to improve customer journeys, communications, and experiences.
• Designing and delivering CRM and CX strategies.

An Overview of the Role

This role combines management consulting, CRM, technology understanding, strategy, and operations.

CX and CRM Strategy Development:

• Assess current customer experience and CRM tools’ roles.
• Design strategies to enhance customer engagement, retention, and loyalty.
• Identify opportunities for innovation and process optimization.

CRM Implementation and Optimization:

• Support business transformation enabled by CRM platforms (e.g., Salesforce, Microsoft Dynamics).
• Support transformation through CX tools to deliver automation, communications, and segmentation capabilities.
• Identify challenges and opportunities to help clients meet their goals.
• Collaborate with internal and external teams to develop customer-first solutions.

Stakeholder Engagement:

• Serve as a key client contact, ensuring effective communication and delivery.
• Improve CRM adoption and effectiveness to enhance CX and business outcomes.
• Align solutions with business objectives through collaboration.

What We Look For

A suitable candidate will possess:

• Leadership skills to manage high-performing teams and deliver impactful results.
• A proven track record in sales or meeting/exceeding targets.
• Pragmatic problem-solving skills.
• Proactivity and flexibility.
• Strong collaboration and interpersonal skills.
• Adaptability and agility in dynamic environments.

Bonus Skills

Experience with platforms like Adobe, Salesforce, or Microsoft is a plus.

Additional Information

We promote inclusion and flexible working arrangements, including hybrid models. Employee wellbeing is a priority, supported by trained mental health champions and wellbeing apps. We are committed to social impact, reducing our carbon footprint, and ethical practices. The role is based in London, with flexibility for assignment locations, including periods away from home. The remuneration package includes flexible benefits and performance-based bonuses.

About Capgemini Invent

Capgemini is a global technology and business transformation leader, with over 55 years of experience, 340,000 employees, and operations in more than 50 countries. We help organizations transition to a digital and sustainable future, leveraging AI, cloud, data, and industry expertise. Our 2023 revenues were €22.5 billion.

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