Strategy & Consulting | Order to Cash & Customer Service Process Manager
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Overview
In Accenture, bring your innovative vision to the heart of change, working with the world's leading companies to transform entire market sectors.
Shape the future of business and technology by developing cutting-edge solutions that create new value.
Become part of our international network of Strategy & Consulting talent in Supply Chain & Operations.
Work with innovative technologies on exciting projects, helping global leaders develop their IT strategies.
In particular, you can:
Responsibilities
Analyze and redesign future Customer Service (Order to Cash) operating models, focusing on Order to Delivery.
Define strategies and service models with clients, focusing on governance, customer segmentation and balancing service level with cost to serve.
Collaborate with high-level cross-functional stakeholders (Supply Chain, Sales, Finance) to ensure strategic coherence.
Act as the point of contact between commercial, financial functions and the client, ensuring continuous alignment and effective communication.
Support the adoption and implementation of enabling technologies for the evolution of Customer Operations, including CRM Service (Service Cloud, Customer Cockpit), Diagnostic & Predictive Analytics, Available to Promise (ATP) and Stock Allocation models, Order Management Systems (OMS), Vendor Managed Inventory (VMI), and generative AI and Agentic AI solutions applied to new customer service models.
Promote a culture of innovation and continuous change in customer service models.
Contribute to defining technology roadmaps and evaluating digital solutions for evolving Customer Operations.
Qualifications
5-8 years of solid experience in Order to Cash transformation projects, preferably in consulting or complex environments.
Deep knowledge of Customer Service processes and enabling technologies.
Familiarity with tools and solutions such as CRM, Service Cloud, OMS, ATP, Stock Allocation, VMI, etc.
Experience in designing and using analytics, and interest in applying Agentic AI and generative AI in customer service (O2C).
Ability to operate in complex, dynamic contexts with strong stakeholder management and cross-functional collaboration.
Problem-solving attitude, strategic thinking, and collaborative leadership.
Master's degree and fluent English.
Policy
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Equal Opportunity
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Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Strategy/Planning and Consulting
Industry: Business Consulting and Services
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