Strategy & Consulting | Order to Cash & Customer Service Process Manager at Accenture

Milan, Lombardy, Italy

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Supply Chain & OperationsIndustries

Requirements

Esperienza consolidata (5-8 anni) in progetti di trasformazione Order to Cash, preferibilmente in contesti consulenziali o complessi
Conoscenza approfondita dei processi di Customer Service e delle tecnologie abilitanti i nuovi modelli
Familiarità con strumenti e soluzioni come CRM, Service Cloud, OMS, ATP, Stock Allocation, VMI, etc
Esperienza nel disegno e utilizzo di analytics e interesse per l’applicazione di Agentic AI e AI Generativa in ambito customer service (O2C)
Capacità di operare in contesti complessi e dinamici, con forte orientamento alla gestione di stakeholder e alla collaborazione interfunzionale
Attitudine al problem solving, pensiero strategico e leadership collaborativa
Laurea Magistrale
Inglese fluente

Responsibilities

Analizzare e ridisegnare i modelli operativi di Customer Service (Order to Cash) del futuro con i clienti, con particolare attenzione a Order to Delivery
Definire con i clienti strategie e modelli di servizio, con focus su governance, segmentazione dei clienti e balance tra livello di servizio e cost to serve
Collaborare con stakeholder cross-funzionali di alto livello (Supply Chain, Sales e Finance) per garantire coerenza strategica
Agire da punto di contatto tra le funzioni commerciali, finanziarie e il cliente, assicurando allineamento continuo e comunicazione efficace
Supportare l’adozione e l’implementazione di tecnologie abilitanti l’evoluzione delle Customer Operations, tra cui CRM service (Service Cloud, Customer Cockpit), Diagnostic & Predictive Analytics, modelli di Available to Promise (ATP) e Stock allocation, Order Management Systems (OMS), Vendor Managed Inventory (VMI) e soluzioni generative AI e Agentic AI applicata ai nuovi modelli di customer service
Promuovere una cultura dell’innovazione e del cambiamento continuo nei modelli di servizio al cliente
Contribuire alla definizione di roadmap tecnologiche e alla valutazione di soluzioni digitali per l’evoluzione delle Customer Operations

Skills

Order to Cash

Customer Service

Supply Chain

CRM

Service Cloud

Customer Cockpit

Predictive Analytics

Available to Promise

Stock Allocation

Order Management Systems

OMS

Vendor Managed Inventory

VMI

Generative AI

Agentic AI

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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