Customer Platforms Manager in London

Accelerate your career in a dynamic and innovative digital marketing agency that's redefining how organizations connect with stakeholders and deliver value. Join Accenture Song, a fast‐growing division dedicated to crafting transformative digital experiences at scale. Grow alongside our global network of talent, and help drive impactful change for some of the world's most mission‐driven institutions.

About the Service practice

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – both B2B and B2C. The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front‐office.

Responsibilities

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always‐on enterprises.
• Work with famous brands and household names.
• Support clients to define a customer‐first mindset, helping them shape their business and operating models.
• Redefine customer journeys and personalise interactions to create significant and consistent experiences.
• Be at the forefront of physical and digital engagement models to give their customers a seamless service model.
• Re‐invent the customer "ecosystem" as products/services spread across organisations.
• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions.
• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services.
• Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human‐centred design.
• Shape and help deliver integrations of cloud‐based customer platforms (e.g. Microsoft Dynamics, Salesforce, AWS).
• Work with and learn from high‐performing individuals across Accenture's Global Network with varied specialisations who are passionate about helping organisations champion the customer.

Qualifications

• Hands‐on experience with the Microsoft platform, particularly the Dynamics 365 product set including Dynamics 365 Contact Centre.
• Strong analytical skills for translating business and technical requirements into innovative solutions.
• Experience in articulating solution value and business case creation.
• Ability to design technical solutions or customer journeys utilising Microsoft Technology.
• Experience in agile environments using frameworks such as Scrum or Kanban.
• Strong communication and collaboration skills, and experience in senior stakeholder management.
• Relevant Microsoft certification in Dynamics 365, Azure or Power Platform preferred but not essential.

Set yourself apart

• Microsoft certifications in Dynamics 365, Azure or Power Platform.
• Strong grasp of customer engagement platforms, CRM, CaaS, Chat or AI.
• Experience implementing Dynamics 365 for Service at a large organisation.
• Demonstrated ability to assess the impact of transformations on operating models.

What's in it for you

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• Up to 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
• Family‐friendly and flexible work policies.
• Attractive pension plan with financial wellbeing support and resources.
• Private healthcare insurance plan and Mental Wellbeing support.
• Employee Assistance Programme, Career Development and Counselling.
• A range of generous Parental Leave offerings.

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for. Please note that with all our roles, you should expect some in‐person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.