Global Head, Next-Gen Client Engagement

WHO WE ARE?

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

The Global Head, Next-Gen Client Engagement (AI/GenAI Focus) will be a dynamic and strategic leader responsible for architecting and embedding the principles of Generative AI and Agentic technologies into Konecta’s global, traditional commercial strategy and execution.

This individual will serve as a catalyst and coach, enabling our client-facing teams to foster deeper, more strategic partnerships. This role is focused on identifying, developing, and disseminating best practices for evolving client engagements, ensuring our commercial approach moves beyond transactional sales to become truly consultative and transformational, specifically leveraging AI to unlock new value for our clients.

This pivotal role, reporting directly to the Chief AI Deployment Officer within the Transformation Office, will be instrumental in defining, enabling, and coaching our global commercial teams on an evolved approach to client engagement. You will empower our sales, solutions, and account management teams to articulate, demonstrate, and realize the immense potential of AI innovations, ensuring Konecta leads with a transformative, value-driven narrative.

RESPONSIBILITIES

Evolved Client Engagement Strategy & Best Practices:

• Define and champion a global strategy for the evolution of client engagement models, specifically differentiating from traditional CX/BPO approaches by leveraging the unique capabilities of GenAI and Agentic technologies, and aligning to the new capabilities of Konecta Digital.
• Identify, document, and disseminate best practices for value co-creation, impact sharing, and outcome-based discussions with clients, focusing on how AI transforms their business rather than merely optimizing costs.
• Develop frameworks and methodologies that enable our teams to proactively identify and address complex client challenges through AI-driven solutions, fostering more strategic, long-term partnerships.

Commercial Enablement & Coaching:

• Coach, mentor, and support global sales, pre-sales, and account management teams on the application of GenAI and Agentic technologies in client dialogues. This includes shifting conversations from traditional BPO to AI-powered business transformation.
• Design and deliver comprehensive enablement programs and tools, including playbooks, advanced presentation decks, and objection handling guides, specifically tailored to articulate the transformative power of AI in client engagements.
• Provide expert guidance and hands-on support on critical client pursuits and strategic account planning, acting as a trusted advisor on how to position Konecta's differentiated AI capabilities.

Value Proposition & Storytelling Development:

• Architect and implement best practices for articulating, quantifying, and sharing the tangible value and impact of GenAI and Agentic solutions with clients, developing compelling business cases and ROI models that resonate with C-suite executives.
• Equip commercial teams with the "Art of the Possible" storytelling, enabling them to effectively communicate the profound, strategic impact of GenAI and Agentic technologies, moving beyond feature discussions to strategic business outcomes.

Market Intelligence & Strategic Differentiation:

• Continuously monitor market trends, competitor activities, and emerging technologies in GenAI and Agentic frameworks within the BPO and customer experience landscape. Translate these insights into actionable commercial enablement strategies that reinforce Konecta’s competitive advantage and inform our unique client engagement models.

Go-to-Market Influence & Alignment:

• Collaborate closely with Product Development, Solutions, Growth Office, and Marketing teams to ensure new GenAI and Agentic offerings are commercially understandable, strategically positioned, and supported by effective enablement for global market adoption.

REQUIREMENTS

• BPO Business Acumen (Mandatory): Deep understanding of the BPO industry, including operational models, service offerings (front-office, back-office), client challenges, and value drivers.
• New Technologies Fluency (Mandatory): Generative AI (GenAI) & Agentic Frameworks
• Strategic & Commercial Enablement Leadership: Proven track record in a senior enablement, solutions consulting, or strategic advisory role within a global organization, focused on guiding and uplifting commercial teams, Client-Centric Mindset.
• Transformation & Change Management: Demonstrated experience leading complex organizational and commercial transformations, including influencing stakeholders at all levels to adopt new ways of working and engaging clients.
• Coaching & Mentorship
• Communication skills and team working
• Fluent in English and Spanish (Mandatory)