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Job Details


Deloitte

Consumer/Hospitality Salesforce Practice Lead/Senior Manager (42167)

Branch Manager

Manager

Yearly

No

Costa Mesa, California, United States

Consumer/Hospitality Salesforce Practice Lead/Senior Manager

Our Consumer industry practice is focused on serving the changing consumer, who have rapidly evolving needs, behaviors and preferences for products, services, and experiences. Our Automotive, Transportation, Hospitality & Services sector is going through an unprecedented period of significant evolution and opportunity with silos being broken down and an increased focus on the customer experience. Organizations are building differentiated customer experiences and highly integrated supply chains while maintaining growth and profitability, which creates unique challenges to innovate, modernize technology, and transform their business models.

Salesforce Senior Manager

Customer & Marketing is creating a new model for a new age-we're an agency and a consultancy. Understanding the digital space and preparing for what's next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done and rewire the competitive fabric of entire industries. That's the power of driving disruption. That's Customer & Marketing.


Work you'll do


A Senior Manager at Deloitte, you will:

  • Client Management: Manage day to day interactions with executive clients and sponsors
  • Delivery: Manage and deliver components of client engagements that identify, design, and implement technology and creative business solutions for large companies. Responsibilities include, among others, managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures.
  • Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
  • People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

The Team

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the creative digital consultancy real and in doing so, make new markets.


Professionals will serve our clients through the following types of work:

  • Emerging | enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes
  • Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
  • Salesforce | Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients

As a Senior Manager you will lead and deliver large, complex client engagements that identify, design, and implement creative business and technology solutions for large companies. You will contribute to the firm's growth and development in a variety of ways including:

Engagement Management:
  • Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk.

Relationship Management of executive clients and sponsors:
  • Participate in Business Development, develop and maintain contact with top decision makers at key clients, organize and lead pursuit teams, participate and lead aspects of the proposal development process, contribute to the development of proposal pricing strategies.

Practice Development & Eminence:
  • Develop practical solutions and methodologies, develop "thoughtware" and "point- of-view" documents, participate in public speaking events, get published in industry periodicals.

People Development:
  • Perform the role of counselor and coach, provide input and guidance into the staffing process, actively participate in staff recruitment and retention activities, provide leadership and support for delivery teams and staff in local offices.

Qualifications

Required:
  • 8+ years work Consumer-Hospitality Industry serving consulting clients or direct from industry serving as an internal consultant. Cruise lines, hotels, lodging, resorts, health and wellness, travel services.
  • Ten+ years of consulting and / or CRM implementation experience
  • Four full life-cycle Salesforce implementations with strong expertise in 2 of the following modules: Sales Cloud, Service Cloud, Community Cloud, App Cloud.
  • Experience managing at least four large-scale full-life cycle implementations of CRM solution.
  • Experience carrying a business development quota and leading business development pursuits end-to-end.
  • Ability to travel up to 50% (While 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.
  • Limited immigration sponsorship may be available

Preferred:
  • Strong project management and delivery experience, including budget oversight and staffing of project teams including time management.
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
  • Previous experience mentoring, training and developing junior members of the team; experience in employee performance reviews.
  • Ability to work independently and manage multiple task assignments.
  • Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint). Working knowledge and experience of MS Office applications and training development tools.
  • Located within a commutable distance of a Deloitte office.

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