ACN Song 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.

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 solid 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 Responsibil

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