Customer Service Representative providing first line customer support and managing orders and queries for Coats. Promoting products and ensuring customer satisfaction in a competitive environment.
About the role
- (Associate) Consultant Customer Experience & AI Strategy role at Wavestone supporting clients in optimizing sales, customer, and service solutions.
Responsibilities
- You advise our clients on designing and optimizing sales, customer and service solutions, including requirements gathering, vendor selection (e.g., Salesforce or Microsoft Dynamics) and agile implementation.
- You define and implement future-proof omnichannel strategies together with the team, optimize sales processes and shape the rollout of digital sales tools.
- Your focus is on creating seamless customer engagement and strategically designing customer processes and the customer journey.
- You design strategic target operating models for customer service organizations and analyze customer service journeys as well as contact center performance KPIs.
- You analyze existing CX system landscapes (e.g., Adobe, Salesforce, SAP CX, Microsoft Dynamics, commercetools) and develop concrete recommendations for consolidation, optimization and cost reduction.
- You develop innovative use cases for applying Generative AI and automation in sales and service.
Requirements
- You have (or will soon complete) a degree in economics, business administration, business informatics, computer science, mathematical economics or economics.
- Ideally, you have initial hands-on project experience in sales, omnichannel management and customer service, either at a consulting firm or in-house.
- You have initial knowledge of customer-centric sales, marketing and CRM processes.
- Ideally, you already have an overview of the Microsoft Dynamics 365 service portfolio.
- You are interested in the functionality of relevant sales, CRM and loyalty platforms (Salesforce, Microsoft Dynamics, ServiceNow, Genesys, Sprinklr, Qualtrics).
- Basic knowledge of the logic of modern CX platforms and technologies (e.g., Adobe Experience Cloud, Salesforce, SAP CX, Composable Commerce, PIM, OMS, portal solutions) is desirable.
- You bring curiosity for applying Generative AI and automation in customer processes and want to understand how these technologies can improve customer experience and efficiency.
- Very good German and English skills complete your profile.
- You have strong analytical and conceptual skills, are a team player and demonstrate strong communication abilities.
- Willingness to travel for client support and consulting projects within the DACH region.
Benefits
- Our Personal Growth Model and Coaching & Leading approach provide close, comprehensive support for both your long-term development and daily work.
- In our Academy you will find a broad training offering such as language and certification courses, individual coaching and targeted leadership training.
- Thanks to our Mobile Work Policy you can conveniently work from home or from one of our offices in Germany.
- With “Mobile Work Abroad” you can work up to 50 days per year from within the EU (as well as the UK, Norway, Iceland, Liechtenstein and Switzerland).
- 30 days of annual vacation, additional days off for special family circumstances and various sabbatical options.
- Fixed monthly mobility allowance.
- From the role of Manager / Managing Consultant onwards, you will alternatively have the option of an electric company car.
- Our values — responsible, energetic and collaborative — are central to our everyday work.
- We offer fair and competitive salaries consisting of a fixed and a performance-based component.
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