Senior Client Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

About the job you're considering

Capgemini’s Customer Experience practice helps clients reimagine, build and operate AI-enabled customer operations and engagement models across service, sales and marketing. We combine human expertise, industry knowledge, data, cloud platforms, automation and responsible AI to improve customer experience, employee effectiveness, revenue growth and cost-to-serve. This includes:

• •Design and transform end-to-end customer journeys that increase engagement, conversion, loyalty and customer lifetime value
• •Design AI-enabled operating models and customer engagement strategies across service, sales and marketing
• •Modernize and integrate CCaaS, CRM, customer data, marketing automation, knowledge and AI platforms
• •Utilize digital insights to personalize engagement, augment employees and improve customer, commercial and operational performance
• •Operate and continuously transform customer service, sales and marketing operations through managed services, automation and AI

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

As a Go-To-Market Leader, you will create, shape and close a pipeline of AI-enabled customer operations and engagement opportunities that drive growth for the CX Practice within Intelligent Business Operations. You will connect CX, sales and marketing operations, data, technology, managed services and commercial expertise to help clients move from fragmented automation and AI pilots to scalable, secure and responsible transformation with measurable business outcomes. You will:

• •Lead clients in redesigning customer operations and engagement models around human expertise, AI agents, automation and intelligent workflows to deliver more personal, proactive and efficient experiences
• •Build a sales pipeline of both annuity and project-based opportunities
• •Support contact center opportunities across the deal cycle from intake and qualification through solution integration, proposal development and related governance
• •Consult with internal stakeholders across industry verticals to engage with existing and new clients
• •Create and drive industry-leading, digital-first omnichannel CX and AI strategies that improve customer, employee and commercial outcomes
• •Assess client journeys, operations, data and technology to identify high-value use cases for generative AI, conversational AI, agent assist, intelligent automation, analytics and self-service
• •Build outcome-led business cases and transformation roadmaps that connect AI investment to measurable improvements in revenue, customer satisfaction, employee productivity, containment, quality and cost-to-serve
• •Help clients redesign roles, skills, capacity and change programs as AI reshapes work across customer service, sales and marketing operations
• •Recommend sourcing and operating models that balance experience, growth, resilience, control and cost, including the effective orchestration of client teams, managed services, technology partners, automation and AI agents
• •Shape integrated technology recommendations spanning CCaaS, CRM, data, knowledge management, automation, generative AI and agentic AI, with appropriate security, governance and responsible AI controls
• •Build propositions and pursue opportunities with hyperscalers, CCaaS, CRM, data and AI partners, bringing together the right ecosystem to accelerate client outcomes

You can bring your whole self to work. At Capgemini, stiving for equity, diversity and inclusion is part of everyday life and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• •Experience designing, selling and deploying AI-enabled contact centre solutions and outsourcing services, including the integration of people, process, data and technology
• •Experience within commercial modelling and sizing
• •Management of a successfully delivered sales pipeline
• •Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets Ability to create Contact Centre/CX solutions that support client objectives
• •Strong knowledge of current contact centre and digital transformation trends, including generative AI, agentic AI, conversational AI, intelligent automation, analytics, cloud contact centre platforms and evolving operating models
• •Cross-sector experience, with a special focus on Energy & Utilities, Telco, Media & Technology
• •Experience in working on integrated Contact Centre solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
• •Process Improvement methodologies
• •A passion and desire to improve CX and support clients on their journey
• •Experience improving customer journeys to improve CX outcomes
• •Proven experience identifying, qualifying and shaping AI-led use cases across customer service, sales and marketing, including conversational and agentic AI, agent assist, automated quality, knowledge management, personalization and workflow orchestration, together with experience leading RFI/RFP responses and creating compelling solutions and proposals
• •Working knowledge of leading CCaaS, CRM, customer data, marketing automation and AI platforms, such as Salesforce, Zendesk, AWS, Genesys Cloud, Google CCAI and NICE CXone, and the ability to explain how they integrate within a modern customer engagement architecture
• •Demonstrated understanding of responsible AI and operational governance, including data privacy, security, model and agent risk, human oversight, monitoring, regulatory compliance, adoption and value realization
• •Working knowledge of sales, marketing and service operations, including lead and opportunity management, campaign execution, customer acquisition, conversion, retention and expansion, with an understanding of how data, automation and AI improve commercial performance across the customer lifecycle

The base compensation range for this role in the posted location is: $106,000-$154,500

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

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