I&P GN - Song –Service- Senior Manager - Process Excellence-PE

I&P – GN – Reinvention Services – Customer Service – Retail Service Reinvention – Senior Manager

Job Title – Retail Service Reinvention – Senior Manager

Management Level: L 06 – Senior Manager

Location: Bangalore, Gurgaon, Mumbai (India; global remit)

Experience: 1 2+ Years (L06)

Must have skills: Retail Service Reinvention / Customer Service Strategy & Transformation; a blend of industry and consulting experience with deep understanding of the end-to-end retail value chain and how it drives service demand, volume and exceptions; experience shaping AI-native / agentic service operating models.

Experience in Retail industry (physical + digital) - Grocery, Apparel or large omnichannel retail sector experience

Good to have skills: relevant certifications (CCXP, Six Sigma/Lean, ITIL, PMP, CSCP/APICS, Agile or Design Thinking) and platform certifications (Genesys, NICE, Salesforce).

Educational Qualification: MBA or postgraduate qualification in retail preferred; MBA or equivalent degree in Business, Strategy, Sales & Marketing.

The Practice – A Brief Sketch

The Accenture Song practice works with clients across their marketing, commerce, sales and service functions to reinvent how they engage customers. As part of the Reinvention Services – Customer Service team, you will help the world’s leading retailers transform service from a reactive, cost-driven function into an intelligence-led, AI-native capability that senses signals in real time, resolves issues before they escalate, and continuously improves from every interaction across the shopper, store, supplier and fulfilment ecosystem — driving customer value, growth, margin, operational efficiency and enterprise resilience.

Job summary

As a Retail Service Reinvention Senior Manager / Associate Director, you will advise C-suite executives, shape AI-native service operating models, and lead end-to-end transformation for the world’s leading retailers. Reporting to the Customer Service Managing Director, you will build and lead a team of Managers, Consultants and Analysts and carry accountability for generating business development opportunities upwards of USD 4M. The role requires a strong blend of retail domain expertise, consulting leadership, end-to-end value chain understanding, executive stakeholder management, and business development capability to shape and deliver scalable, future-ready retail service solutions.

Roles and responsibilities

Service Strategy & Advisory

Define enterprise and omnichannel service strategy across the shopper, store, supplier and fulfilment ecosystems.

Shape AI-native service vision, target operating models and multi-year transformation roadmaps.

Develop business cases, prioritize investment and establish value-realization frameworks.

Advise boards and C-suite on where to sequence quick wins against enterprise-scale change.

Experience Design

Map end-to-end journeys for shoppers (order, delivery, returns, loyalty, complaints), associates (store, picker, contact centre) and suppliers (onboarding, purchase orders, invoicing, disputes).

Blueprint services across people, process, data and technology layers.

Identify moments of truth and design service recovery for stock-outs, failed deliveries, substitutions and disputed refunds.

Define channel strategy spanning mobile app , web, WhatsApp, voice, social, store desk and associate/picker devices.

Operating Model & Process Transformation

Design target operating models spanning shopper services, supplier services, store & workforce services, and fulfilment/ecosystem services.

Design the workforce across shoppers, store associates, pickers and inventory teams, contact-centre specialists and leads, supplier account teams, and delivery partners/dispatchers.

Establish governance frameworks — policy and business rules, approval/escalation thresholds, SLAs and entitlements, and human-in-the-loop checkpoints.

Build KPI and performance frameworks tied to customer value, growth, margin, operational efficiency and enterprise resilience outcomes.

Technology & AI Transformation

Set CRM and CCaaS platform strategy (Genesys, NICE, Salesforce Service Cloud, Five9, Amazon Connect).

Shape knowledge and case management (ServiceNow, Zendesk).

Design conversational and agentic AI (Kore.ai, Dialogflow) — intent detection, content enrichment, knowledge graphs and decisioning/policy engines.

Integrate across order, store and supply-chain systems of record (OMS, POS, WMS, TMS, ERP, supplier/EDI portals) and IoT/GPS-enabled field and delivery tracking.

Build service analytics, predictive/prescriptive models and root-cause analysis capability.

Human + Agentic Operations

Design hybrid workforce models blending advisors, associates, AI copilots and autonomous agents across the shopper, supplier, store and fulfilment domains.

Design agents for high-volume service capabilities — order status, substitutions, returns, refunds, delivery orchestration, supplier collaboration and dispute resolution.

Lead change management, upskilling and adoption programmes for frontline and support teams.

Establish AI governance, ethics and bias controls, and ongoing model/agent performance oversight.

Enterprise Transformation Delivery

Lead end- to- end programmes from strategy through implementation, adoption and value realisation.

Orchestrate multi-workstream delivery across business, experience, operations, technology and data/AI teams.

Manage executive steering committees and track value against committed business cases.

Practice Building

Develop market-leading thought leadership and intellectual property.

Build reusable methods, accelerators, assets and AI workflows for retail reinvention services.

Coach and mentor consulting teams.

Support business development and strategic pursuits — collaborating with Song leadership to identify new opportunities and with Song’s Consulting, Technology and Data & AI teams for delivery.

Professional & Technical Skills

Deep expertise in grocery, apparel or large omnichannel retail, with working knowledge of the end-to-end value chain — merchandising and assortment planning, inventory and price management, promotions execution, digital commerce, in-store operations, supplier and partner operations, and last-mile fulfilment — and how each stage drives customer demand, service volume and service exceptions.

First-hand practitioner experience inside leading grocery, apparel or omnichannel retailers (not advisory- only) — having lived these operations, partnered with frontline teams, and redesigned them at enterprise scale.

Proven track record across service strategy & advisory, experience design, operating model transformation, technology & AI transformation, and enterprise delivery; consulting background is valuable but strong industry leadership experience counts equally.

Hands-on shopper/customer service experience across the lifecycle: order status and delivery-exception handling; substitutions, out-of-stock and refund/credit resolution; returns and reverse-logistics servicing; loyalty, rewards and membership servicing; complaint, feedback and social/review response; and multi-channel delivery (mobile app, web, WhatsApp, voice, social) with consistent resolution regardless of entry channel.

Supplier and partner service experience: onboarding, compliance and account management; forecast, purchase-order and inventory collaboration; quality issues, disputes and score-carding; invoice, payment and reconciliation servicing; and supplier/partner portals, EDI exchanges and account-management workflows.

Store and workforce service experience: inventory accuracy, price integrity and promotion execution at store level; pick, pack and in-store fulfilment; store-to-contact-centre escalation and case hand-off; associate empowerment tools (store apps, picker/associate devices, knowledge assistants); and workforce schedulin