Frog - CRM Strategy Transformation Consultant

Why Join frog

Since June 2021,
frog is part of Capgemini Invent
. frog partners with customer‑centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We're inventing the future of customer experiences by delivering market‑defining business models, products, services, brand engagements and communications.

Joining frog means you'll be joining the "pond," a global network of studios, each with a thriving in‑person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets.

frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community—and the world at large.

We are seeking a highly motivated and experienced CRM Transformation Business Consultant with a passion for transforming Customer Experience to join our team. In this role, you will play a pivotal part in helping clients optimize their CRM strategies, helping them to identify how to leverage CX technology, analytics, and best practices to improve customer engagement, streamline processes, and drive business growth.

As a Consultant in frog's CX Transformation team, you will work closely with clients and colleagues on project teams to design CRM solutions that align with business goals and support the realisation of business value through the implementation of these solutions.

You should have some of the following experience:

• Previous experience in delivering customer experience (CX), CRM transformation, or a similar role.
• Hands‑on experience as an end user CRM platforms would be ideal but at least an understanding for capabilities is needed (e.g., Salesforce, Hub Spot, Microsoft Dynamics).
• Supporting clients to identify challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals.
• Proven experience in designing and delivering CRM and CX strategies.

This role is an exciting blend of management consulting skills, mixed with CRM, Technology understanding, Strategy and Operations.

• Collaborate with clients to assess their current customer experience and the role of CRM tools in enabling this.
• Design strategies to improve customer engagement, retention, and loyalty.
• Identify opportunities for innovation and process optimization in customer facing processes and customer and employee journeys.

• Assist in supporting the business transformation enabled by the adoption of CRM platforms (e.g., Salesforce, Microsoft Dynamics).
• Assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation).
• Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
• Work with technology, data and customer teams internally and externally to develop customer first solutions.

• Serve as a key point of contact for clients, ensuring smooth communication and delivery.
• Work with client teams to improve CRM adoption and effectiveness to drive better CX and business outcomes.
• Collaborate with internal and external stakeholders to align solutions with business objectives.

A good fit for this role will bring many of the skills, experience, and attributes below:

• Pragmatic problem‑solver – Focuses on finding practical solutions and reducing complexity to drive results.
• Proactive and flexible – Adopts a hands‑on approach to solving problems and adjusts to shifting priorities with ease.
• Collabora…