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 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 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, substitution

📌 I&P GN (Bengaluru)
🏢 Accenture
📍 Bengaluru