Customer Transformation
Sydney

Manager, Customer Transformation

Why join frog?

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 through design, 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 design 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 Make Your Mark on every project, in your studio, your community—and the world at large.

What will you be doing?

Our Customer Transformation practice helps our clients, across various industries, generate growth by becoming a customer focused, data-driven experience brand. We focus on supporting our clients in brand adaptation, business reinvention, customer experience elevation and operations mastering. Our audiences notably include CMO, CDO, CEO or Chief Experience Officers. Expanding our Customer Transformation capability is a global priority of the Capgemini group in the coming months.

Regardless of the project or customer, your work will have a meaningful impact on society, businesses and lives. It will be rewarding. You’ll work on a huge variety of projects (some larger than others), so you can gain a wealth of experience in a short amount of time. You’ll be relentlessly customer focussed, working across cross-sector environments to define new strategies, and designing new ways for our clients to win.

As a manager specialising in Customer Transformation, you will help our clients deliver the experience their customers want, every day, across multiple touch points. The customer experiences they create must reflect their brand positioning—through content that aligns the company’s purpose with the customer’s needs, in real time.

Your fellow frogs will rely on you to:

  • Manage project streams and provide coaching to junior team members.
  • Communication is everything for a consultant, so we expect you to amaze us with your presentation skills and exceptional writing skills. We're further looking for a strategic approach and a problem-solving aptitude.
  • Be a customer transformation expert who can identify technology driven solutions to solve customer experience and marketing challenges, including increased use of customer data, large-scale personalisation, and marketing automation.
  • Work as part of a team on customer transformation engagements with large client organisations across a range of industries.
  • Help clients design, deliver and adopt digital technologies to improve their competitiveness.
  • Bridge the gap between business and technology, creating transformation roadmaps and improving clients’ capabilities.
  • Guide clients through complex change, helping them balance business change with technology change in a way that delivers clear benefits.
  • Participate in proactive client proposals and RFP responses from initial brief to final presentations.
  • Collaborate with our data and technology partners to create, deliver, and execute on customer transformation projects.

We want you to have:

  • 5+ years’ experience in customer experience strategy, customer transformation, digital engagement strategy and / or digital execution gained from either an established management consulting firm and / or industry.
  • Willingness to acquire certification in all major marketing technology platforms.
  • Strong client-facing skills including top notch written and verbal communication.
  • Strong problem-solving skills to address complexity of client challenges as well as analytical rigor and proven ability to synthesise data and formulate conclusions / recommendations.
  • Have a detailed knowledge and understand the likely application of Adobe and /or Salesforce marketing technology platforms.
  • Experience in the application of methodologies such as Agile.
  • Experience in designing and facilitating workshops with clients
  • Experience in multiple industry sectors  

Application Instructions

As part of your application, please include a link or PDF of your portfolio of recent work, highlighting your abilities and experience relevant to the role, with specific examples of how you work, think, collaborate, and contribute to great design outcomes. Please note that we are unable to accept any applications without a portfolio.

Equal Opportunities at frog

frog is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

frog is a global business with teams working across the world. To help us process your application, please ensure that your application documents (CV, cover letter, portfolio, etc.) are all in English.