Senior Director, Sales Enablement

The Opportunity | Senior Director, Sales EnablementTeleperformance seeks an innovative and insightful Customer Experience Consultant to elevate our customer engagement strategies and pre-sales efforts. In this role, you will support the delivery of pivotal pre-sales initiatives such as targeted assessments, process analysis & benchmarking, customer journey mapping, mystery shopping, and other tools providing critical insights and solutions recommendations needed to elevate existing proposals or capture client attention as we highlight key TP services and capabilities.As a Senior Director, Sales Enablement, Your Role Will Include…Collaborate with the sales and marketing teams to provide pre-sales support, including solution demonstrations and proposal preparations.Lead/Design specialized assessments to surface pain points and opportunities within the prospect's targeted process, function, or customer journey.Conduct detailed customer journey mapping to identify key touchpoints and opportunities for improvement as well as provide recommendations across people, processes, and technology.Design and execute CX/Mystery shopping initiatives to assess and improve the customer experience.Analyze customer feedback, generate insights, and recommend improvements or innovations based on TP’s service and product offerings.Work closely with cross-functional teams to benchmark existing client/prospect practices, customer experience strategies, and operating models. Provide insights and opportunities for improvement.Lead workshops and co-innovation sessions with clients and prospects to surface opportunities for improvement as well as recommended actions aligned to targeted business objectives.Assist in the creation and development of a transformation/solutions narrative for targeted clients and prospects.Deliver client-facing consulting engagements/assessments independently.Assist in achieving regional and global departmental targets related to benefit realization.Manage a team of transformation consultants and CX analysts (onshore and offshore).Key First-Year ObjectivesSupporting several projects during initial onboarding to gain familiarity with Teleperformance process and procedures from proposal creation to implementation.Building relationships with key stakeholders and regional/global business development teams to identify and facilitate transformation opportunities.Engage with customers in a consultative way, deliver high quality outputs/engagement that enable our business development team to deliver value to prospects and existing customers.What Will You Need to Succeed?Bachelor’s degree in Business Administration, Marketing, Communication, or a related field.Minimum of 7 years of experience in customer experience management, process improvement, and consulting including roles focused on customer journey mapping and pre-sales support/strategies.Minimum of 5 years of Consulting experience.Minimum of 5 years of experience in BPO.Proven experience in solutions, and pre-sales support.Strong analytical skills with proficiency in data analysis tools.Demonstrated ability to manage projects and lead cross-functional teams effectively.Excellent communication, interpersonal, and presentation skills.Experience in Service Re-Design, leveraging Omnichannel Technology, Chatbots, CRM, etc.Lean Six Sigma, design thinking.Certification in Customer Experience (CCXP) or related field.Experience with sales enablement tools and methodologies.Bilingual abilities are highly advantageous.Pre-Employment ScreeningsIn accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.Important | Policy on Unsolicited Third-Party Candidate SubmissionsTP does not accept candidate submissions from unsolicited third parties, such as recruiters or headhunters. Such applications will not be considered, and no contractual association shall be established through such submissions.Is There a Fine Print?No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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