Experienced Customer Sales & Services Manager – Global Network (GN) at arenaflex

Join the arenaflex Global Network (GN) team and embark on a thrilling journey as a Customer Sales & Services Manager, where you'll have the opportunity to shape the future of customer experience and drive business growth.

About arenaflex

arenaflex is a leading global professional services company that helps the world's leading businesses, governments, and organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services. Our solutions and assets span across Strategy & Consulting, Technology, Operations, Industry X, and arenaflex Song. Within the arenaflex Global Network (GN), we drive innovation and deliver value by crafting tailored digital strategies for some of the world's most successful organizations.

The Role

As a Customer Sales & Services Manager within the arenaflex Global Network (GN), you will be responsible for planning, designing, and delivering customer interaction solutions across various channels, including IVR, web, email, chat, SMS, and social media. You will serve as a subject matter expert in CCaaS platforms, providing guidance on transformation projects and proactively enhancing your skills in quality monitoring, WFM, gamification, and AI-powered customer experiences.

Key Responsibilities:

* Plan, design, and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social media channels

• Serve as a subject matter expert in CCaaS platforms (Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone, Microsoft Dynamics 365), providing guidance on transformation projects
• Proactively enhance skills in quality monitoring, WFM, gamification, and AI-powered customer experiences
• Leverage deep knowledge of industry-specific processes, working with Fortune 500 clients and sophisticated customer interaction operations
• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field

Flexible Work Arrangements:

We are delivering our work mostly remotely, but knowing that the Global Network (GN) way of working is also based on traveling and serving advisory, you will be required to work at client locations mostly across Europe and the Middle East, but also other locations, for short or long-term periods. With all our roles, there is some in-person time for collaboration, learning, and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

What's in it for you?

* Challenging job in a dynamic, professional, international, and multicultural environment

• Opportunity to gain exceptional skills, knowledge, and experience on large-scale international projects
• Stay current with intensive training and maintain updated CCaaS certifications

Requirements:

* Minimum Master's degree

• 5+ years of experience within Consulting (preferred) and/or other industry experience
• Solid knowledge and direct experience in leading transformative changes in digital customer service and customer experience design
• Experience in Service, Contact Center tools: (AWS, Genesys, Google, NICE, Sprinklr, Salesforce)
• Excellent English communication skills (written & spoken) required

Bonus Points:

* Knowledge of Contact Center as a Service (CCaaS) platforms such as AWS Connect, Genesys Cloud, Nuance CXone, Sprinklr, and Microsoft Dynamics 365 Customer Service

• Proven ability to work creatively and analytically in a problem-solving environment

What we offer:

* Permanent employment contract

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach
• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification)
• Employee Assistance Program - legal, financial, and psychological consultations
• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares
• Paid employee referral program
• Private medical care, life insurance
• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card)
• Company car

About the arenaflex Global Network (GN)

The arenaflex Global Network (GN) is a part of the Europe Strategy & Consulting practice, pulling together multinational and cross-cultural professionals based at key locations across Europe. No matter what business, no matter where in the world, our unrivaled industry and function experts help our Clients to shape the future creating clearly defined, measurable value. We are delivering on the promise of technology and human ingenuity. Our Poland part of GN Consulting Hub is located in Warsaw, Kraków, Wrocław, Łódź, and Gdańsk. Your impact will be truly global as you will leverage an unmatched network of people, knowledge, tools, and technologies and work alongside some of the best thinkers in the market. Join our world-class capabilities and experience unique opportunities to grow your skills with us.

What we believe:

arenaflex does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation, or any other basis impermissible under Polish law. All our leaders are committed to building a better, stronger, and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities. Our position as partner to many of the world's leading businesses, organizations, and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed into everything we do and for everyone we work with. Clicking apply I hereby express my consent to process my personal data included in my job offer by arenaflex Sp. z o.o. or any other entity of the arenaflex group for recruitment purposes, and that it is a data controller within the meaning of GDPR. More information about arenaflex (and if necessary also its representative) can be found here: https://www.arenaflex.com/pl-pl/privacy-policy Apply Job! Apply for this job