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: L06 – Senior Manager

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

Experience: 12+ 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 scheduling, service standards and frontline performance management.
• Fulfilment and ecosystem service experience: delivery orchestration, routing and ETA/live tracking; failed-delivery, missed-slot and delivery-recovery workflows; reverse logistics and returns-to-warehouse operations; driver, dispatcher and 3PL partner management; and last-mile SLAs, on-time performance and partner score-carding.
• Working knowledge of core retail service processes — order-to-delivery, returns & refunds, complaint & case management, store-to-contact-centre escalation, substitution/refund workflows and supplier dispute resolution — with the SLAs and benchmarks that define operational excellence, and fluency in how cases move end-to-end (detect, triage/categorise, route/assign, investigate/enrich, decide/approve, orchestrate, execute/communicate, confirm/close).
• Exposure to the retail service technology and AI stack: CRM & CCaaS (Genesys, NICE, Salesforce Service Cloud, Five9, Amazon Connect); knowledge & case management (ServiceNow, Zendesk); conversational and agentic AI (Kore.ai, Dialogflow); systems of record (OMS, POS, WMS, TMS, ERP, PIM/MDM, pricing and promotions engines); supplier/EDI portals and IoT/GPS-enabled tracking; and the underlying AI/ML stack (intent detection, content enrichment, knowledge graphs, policy/rules engines, predictive/prescriptive models, decisioning/optimisation and root-cause analytics).
• Experience designing target operating models that combine human and AI/agentic capacity — reusable service capability design, hybrid workforce design, and governance/guardrail frameworks (policy & business rules, approvals & escalation, human-in-the-loop controls, SLAs & entitlements, privacy & consent, security & access, compliance & audit, model/agent performance governance, ethics & bias controls, and data quality & traceability).
• Demonstrated track record of driving measurable outcomes — customer value (NPS/CSAT, trust, advocacy); growth (repeat purchase rate, average order value, attach rate, customer lifetime value); service quality & productivity (first-contact and overall resolution, reduced cost-to-serve and contact volume, higher associate productivity); and availability & resilience (in-stock rate, on-time delivery/payment, margin protection, and supply/compliance resilience).
• Executive stakeholder management, communication and storytelling; ability to build and defend a business case at board level; fluency across business, experience, operations, technology and AI/data teams; and comfort translating complex operating models into a clear enterprise narrative.
  
  

Additional Information

• Experience in retail, customer service or enterprise service transformation, including large-scale programmes delivered end-to-end from strategy through implementation; the ideal candidate blends industry and consulting experience.
• Reports to the Customer Service Managing Director; builds and leads a team of Managers, Consultants and Analysts, with accountability for generating business development opportunities upwards of USD 4M.
• Employment type: Permanent. Work arrangement: remote / hybrid / onsite, flexed to client and project needs; travel expectation varies by client engagement.
• MBA or postgraduate qualification in retail preferred. Relevant certifications a plus — CCXP, Six Sigma/Lean, ITIL, PMP, CSCP/APICS, Agile or Design Thinking, or platform certifications (Genesys, NICE, Salesforce).
  
  

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