CRM Strategy Transformation Consultant in London

Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth by building and orchestrating experiences at scale while 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 you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment and Make Your Mark on every project, in your studio, your community—and the world at large.

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 play a pivotal part in helping clients optimize their CRM strategies, helping them to identify how to leverage CX technology, analytics, and best practices to improve customer engagement, streamline processes, and drive business growth.

As a Consultant in frog’s CX Transformation team, you will work closely with clients and colleagues on project teams to design CRM solutions that align with business goals and support the realisation of business value through the implementation of these solutions.

You should have some of the following experience:

• Previous experience in delivering customer experience (CX), CRM transformation, or a similar role.
• Hands-on experience as an end user of CRM platforms would be ideal but at least an understanding of capabilities is needed (e.g., Salesforce, HubSpot, Microsoft Dynamics).
• Supporting clients to identify challenges and applying your expertise to improve customer journeys, communications, and experiences to help them deliver on their business goals.
• Proven experience in designing and delivering CRM and CX strategies.

This role is an exciting blend of management consulting skills, mixed with CRM, Technology understanding, Strategy and Operations.

CX and CRM Strategy Development:

• Collaborate with clients to assess their current customer experience and the role of CRM tools in enabling this.
• Design strategies to improve customer engagement, retention, and loyalty.
• Identify opportunities for innovation and process optimization in customer-facing processes and customer and employee journeys.

CRM Implementation and Optimization:

• Assist in supporting the business transformation enabled by the adoption of CRM platforms (e.g. Salesforce, Microsoft Dynamics).
• Assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation).
• Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
• Work with technology, data, and customer teams internally and externally to develop customer-first solutions.

Stakeholder Engagement:

• Serve as a key point of contact for clients, ensuring smooth communication and delivery.
• Work with client teams to improve CRM adoption and effectiveness to drive better CX and business outcomes.
• Collaborate with internal and external stakeholders to align solutions with business objectives.

What we look for:

A good fit for this role will bring many of the skills, experience, and attributes below:

• Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.
• Proactive and flexible – Adopts a hands‑on approach to solving problems and adjusts to shifting priorities with ease.
• Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
• Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
• Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.
• Intellectually curious – Seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals.
• Storyteller - Can engage and excite across colleagues and clients alike through well‑crafted stories and messaging.

It would be a bonus if you had:

• Experience working with at least one of these platform providers – Adobe, Salesforce, Microsoft.

Need To Know:

We don’t just believe in inclusion; we actively go out to make it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring your whole self to work. We aim to build an environment where employees can enjoy a positive work‑life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people. All UK employees are eligible to request flexible working arrangements.

Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for us to achieve our organisational ambitions. To help support wellbeing, we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.

CSR:

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.

We are a Disability Confident Employer. Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt in during the application process.

About Capgemini Invent:

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.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice. We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent on grade and on company and personal performance.