Call Center CRM Manager

Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by its subsidiaries, including Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP and Deloitte Tax LLP. Deloitte & Touche USA LLP’s subsidiaries are among the nation’s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 30,000 people in more than 80 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and people excel.CALL CENTER SENIOR MANAGER JOB DESCRIPTION
 
Deloitte Consulting is experiencing dynamic growth in our Enterprise Applications CRM practice.  Our Customer Relationship Management practice helps clients skillfully implement Sales Process Transformation, Call Center and e-Business Technology solutions along with services related to implementation. We are focused on assisting clients transform how they market
, sell and service to grow revenues, and build and deepen customer relationships.
 
YOU ARE:
- A proven consulting/functional professional, with at least two full lifecycle Siebel  Call Center implementations AND seven+ years of large-scale consulting experience.
- Adept at designing and implementing technology-enabled business solutions for clients as part of a high-talent team.
- A proven resource in defining systems strategy, developing systems requirements, designing and prototyping, testing, training, defining support procedures, and implementing practical business solutions under multiple deadlines.
- Committed to gaining exposure to multiple industries while further developing your career.
- Able to collaborate with clients, identify engagement follow-on opportunities, and have a strong desire to excel.
 
YOU HAVE:
- At least seven years of external consulting experience in one or more areas of CRM, including:
- Call Center Marketing
- Sales Force Automation
- Proven skills as an integral team lead on at least four full cycle implementations
- Strong configuration and design skills
- The ability to travel 80%
                     A Bachelors and/or a Masters degree     
 
Senior Managers will manage and deliver large, complex client engagements that identify, design, and implement creative business solutions and technology solutions.  Senior Managers are expected to contribute to the firm's growth and development in a variety of ways, including:
- Engagement Management:  managing engagement risk, project economics including  planning and budgeting, managing accounts receivable, defines deliverable content, ensures buy-in of proposed solutions from top management levels at the client
- Business Development: develops and maintains contact with top decision makers atkey clients, organizes and leads pursuit teams, participating and leading aspects of the proposal
development process, contributes to proposal pricing strategy.
- Practice Development & Eminence: development of solutions and methodologies,  development of "thoughtware" and "point-of-view" documents, public speaking and publication in industry periodicals.
- People Development: performs role of counselor and coach, provides input and  guidance into the firms staffing process, and actively participates in staff recruitment and retention activities. 
            An advanced degree or MBA is preferred.  University degree required.
  
Deloitte & Touche USA LLP and its subsidiaries ("the Deloitte US Firms") are equal opportunity employers.Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate
and independent legal entity operating under the names “Deloitte,” “Deloitte & Touche,” “Deloitte Touche Tohmatsu,” or other related names. Services are provided by the member firms or their subsidiaries or affiliates and not by the Deloitte Touche Tohmatsu Verein.
Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu. In the U.S., services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP and their subsidiaries), and not by Deloitte & Touche USA LLP.
REQUIREMENTS
Please see Job Description