Customer Service Transformation Lead – CRM & Omnichannel – SONG

At Accenture Song, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency. As a Customer Service Lead, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries.

Key Responsibilities

• Lead strategic customer service transformation initiatives, defining and executing end-to-end programmes across CRM, omnichannel platforms and service operations.
• Design and implement operating models that align people, processes and technology with business goals and service excellence.
• Collaborate with C-level stakeholders to identify and apply the right technologies to solve complex business challenges.
• Manage multidisciplinary teams and ensure delivery of high-impact solutions that enhance customer satisfaction, employee engagement and commercial performance.

Requirements

• Over 10 years of hands-on experience in Customer Service Strategy, Operating Models, CRM technologies and Commercial Models, either in consulting or within leading industry organisations.
• Deep understanding of digital trends and technologies including cloud platforms, data architectures, analytics, customer experience, digital marketing and Generative AI.
• Strong technical expertise in Customer Service Enterprise Architecture, CRM platforms (Salesforce, Dynamics), Omnichannel Solutions, and cloud environments (AWS, GCP).
• Experience with Design Thinking and Agile methodologies is highly valued.
• Fluent in both Spanish and English.
• University degree required.

The position is based in Madrid, following a hybrid work model with some days from home and others in the office, fostering collaboration and team synergy.

What We Offer

At Accenture, recognised as a Great Place To Work®, we embrace a hybrid work model that combines technology and human connection to maintain our inclusive and diverse culture. According to Refinitiv, we are the most diverse company in the world.

Additional benefits include:

• Medical, life and accident insurance
• Health services and wellness programmes
• Flexible compensation and share purchase plans
• Flexibility programmes (working hours, time off, holidays)
• Personalised training paths
• Sustainability programmes and Accenture Foundation
• Employee diversity networks
• Other benefits: Bankinter office with special conditions and profit sharing

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com

Igualdad de Oportunidades en el Empleo

Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, grado de discapacidad, estado de veterano, orientación sexual, identidad o expresión de género, información genética, estado civil, estado de ciudadanía o cualquier otro motivo o circunstancias protegidas por las leyes federales, estatales o locales.

Read Full Description