Principal - Customer Relationship Management (Experience Transformation & Innovation)

Infosys Consulting, the management and technology consulting unit of Infosys Ltd, is seeking Principal Consultants – Customer Relationship Management (CRM).

The ideal candidate will have a minimum 7+ years working with one or more of the following CRM platforms:  SalesForce, MS Dynamics, Oracle NetSuite, SugarCRM.
The ideal candidate will have 3-5 years’ experience within one of our target verticals: CPG, Retail, Life Sciences, Communications, Energy or Manufacturing with a strong understanding of the business, technology, and operations.

The Principal Consultant – Digital CRM will:

• Collaborate and often lead a project team of Infosys teammates and client staff who will be the primary decision-makers, gaining a complete understanding of specific goals, objectives, and audiences to design and create digital commerce solutions.

• Lead and manage delivery of engagements, being responsible for quality, budget, and staffing, working closely with senior client managers.

• Contribute to the firm’s development by guiding and mentoring teams and sharing knowledge.

• Be recognized as an expert in the Digital Customer Relationship Management, Sales and Marketing domains and contribute to advancing Infosys Consulting’s thought leadership in the industry.

Job Responsibility:

• Design and develop client strategies around Digital and CRM solutions

• Engage with senior client stakeholders to gather and map business needs, define strategies, create the business case, design solutions, define operating models create roadmap and guide implementations.

• Work closely with client management in the delivery of client engagements and associated outputs, supporting the team in day-to-day client management, project management and the development of high-quality client deliverables.

• Develop and work with the project team to establish future-facing insights, implications, and recommendations, delivering advice, making recommendations, and identifying and solving problems.

• Develop relationships with client’s business leadership, marketing, and technology organizations

• Contribute to business development and internal knowledge sharing initiatives in the Firm.

• Coach and mentor junior staff members.

Professional Skills:

• 7+ years working on one or more of the following platforms:  SalesForce, MS Dynamics, Oracle NetSuite, SugarCRM

• Experience with large-scale custom CRM implementations with cross-channel/multi-channel solutions

• Experience managing and delivering solutions in a global delivery model  

• Experience with (or awareness of) user experience design, information architecture and agile web development processes

• Experience in Customer Experience Strategy, Lead Management, Sales Effectiveness, Digital Marketing, eCommerce, Customer and Marketing Analytics

Basic Qualifications

• Bachelor’s degree or foreign equivalent required.

• Minimum 5 years of relevant experience with at least 5 years of experience at a top-tier consulting firm or large digital agency.

• Strong background of leading teams, comprising both IT and business specialists.

• Excellent presentation and facilitation skills with ability to build relationships at senior management and CXO levels.

• Successful business development history including exposure to each of the various aspects of a typical sales cycle.

• Must be willing and able to travel 4 days a week to multiple local, state, and national and international client locations.

• U.S. citizens and those authorized to work in the U.S. are encouraged to apply.  We are unable to sponsor work visas at this time.

Preferred Qualifications

• MBA or equivalent advanced degree.

• Demonstratable depth of knowledge and implementation experience in front-to-back-office processes across product areas and leading products.  

• Experience of leading programs where stakeholder engagement is a key requisite to achieving successful program/project delivery.

• Proven ability to deliver under tight deadlines and challenging constraints.

• Ability to collaborate within the firm and leverage existing resources.

• Demonstrate thought leadership, ability to conceptualize and drive new solution / service offerings and take them to market

This job may entail an extensive amount of travel. The job also entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.

Please note this description does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.