- Company Name
- Talan - France
- Job Title
- Consultant senior en Relation Client CDI - H/F
- Job Description
-
**Job Title**
Senior Customer Relationship Consultant (Full‑Time)
**Role Summary**
Lead end‑to‑end customer relationship (CRM) transformation projects for diverse clients. Deliver strategic diagnostics, design solution concepts, and manage implementation of CRM, omni‑channel, and marketing automation platforms while ensuring stakeholder alignment, risk control, and adoption of new processes.
**Expectations**
- Execute high‑impact CRM initiatives that drive measurable improvements in acquisition, retention, and service metrics.
- Collaborate with technical, functional, and partnership teams to deliver projects on time, within scope, and to agreed quality standards.
- Mentor junior consultants, contribute to knowledge capital, and support business development through proposal writing and offer enhancement.
**Key Responsibilities**
- Conduct comprehensive audits of client customer‑relationship ecosystems (CRM systems, contact centers, marketing, service, sales).
- Translate business objectives into structured solution designs (process models, target operating models, technology selections).
- Lead complex CRM implementations, center‑of‑care redesigns, and relational marketing strategies, overseeing planning, deliverable tracking, risk management, and stakeholder coordination.
- Provide functional expertise in marketing automation, sales force automation, service, omni‑channel, and portfolio of major CRM platforms (Salesforce, Microsoft Dynamics 365, SAP CRM).
- Design and deploy change‑management programs (training, communication, support) to secure user adoption.
- Drive commercial growth by identifying new opportunities, drafting technical‑commercial propositions, and contributing to proposal development.
- Coach junior consultants and share best practices to enrich the firm’s knowledge base.
**Required Skills**
- Profound knowledge of customer‑relationship processes: acquisition, loyalty, service, marketing, and sales.
- Experience with CRM architectures, data structuring, and end‑to‑end implementation.
- Strong analytical, diagnostic, and solution‑centric thinking.
- Project management excellence: planning, execution, risk mitigation, stakeholder engagement.
- Effective communication, consulting, and facilitation abilities.
- Ability to lead change initiatives and train end‑users.
- Team leadership and mentoring capabilities.
**Required Education & Certifications**
- Master’s level (Bachelor’s +5 years) in Business, Engineering, Information Systems, Project Management, e‑Business, or related discipline.
- Relevant certifications in CRM platforms or project management (e.g., Salesforce Certified Administrator, Microsoft Dynamics 365, PMP, or equivalent) are highly desirable.