You are responsible for guiding clients through the Kraken migration framework (BOT method), mentoring internal and external stakeholders, and ensuring operational success and long-term sustainability of the target operating model.
While operations will be your core focus, you’ll also need a solid grasp of broader retail functions – how data, comms and marketing interact with operations to shape customer outcomes and influence the success of the new model. While the primary focus is the C&I function, you’ll also need B2C experience to effectively support clients across the portfolio.
When executed well, these transformations can feel truly magical – across the whole organisation, and most importantly, our clients’ customers. The SCDL role is to make sure that magic is felt.
We are hiring one position at mid level, and one at senior.
Key Responsibilities: what you'll do
Consultative Leadership & Client Engagement
Lead client interactions through the entire BOT program lifecycle, providing hands-on consulting and fostering a learning environment by guiding clients to take ownership early in the migration process of the operational programme.
Help mobilise and set up initiatives such as Operations Transformation Office (OTO - client’s internal change management team), Early Adopters and work closely with Kraken’s Tech Teams to enable a smooth transformation.
Establish strong relationships within the client’s Senior Leadership team, acting as a trusted advisor and helping to shape, influence and unblock strategic decisions.
Empower the client’s migration ‘Ambassadors’ to become champions of the model, ensuring the program’s long term adoption and accountability across the organisation.
Shape planning so it aligns with the client’s goals and aspirations.
Project Management
Guide the delivery of Kraken programmes – from Leadership Development to Skills Based Learning – by defining clear programme milestones that keep teams and stakeholders on track and organised.
Partner tightly with internal Tech teams so operational and technical migrations run in lockstep, reducing friction and keeping delivery on track.
Drive continuous improvement and iteration, tailoring solutions based on client-specific needs.
Mentorship & Coaching
Cultivate future leadership by mentoring and coaching the client’s OTO and internal teams, enabling them to be successful in a Kraken powered organisation.
Ensure that internal stakeholders, including the OTO team, are fully equipped to take over ownership of scaling the operational transformation, with formalised check-ins at agreed points. Support the creation of high performing teams, able to think, lead and problem solve and lead in keeping with agile, customer centric methodologies.
Analytical & Problem-Solving
Utilise strong analytical skills to anticipate challenges, pre-empt pain points and intervene early on to course correct.
Leverage client and Kraken data to identify red flags, understand cause-and-effect relationships, and drive corrective actions to improve client outcomes.
Being able to correlate and articulate the connection between employee engagement and customer satisfaction, and how operational changes can impact cost to serve.
Cross-Functional Collaboration & Influence
Collaborate with multiple teams and stakeholders both within Kraken and across client internal teams such as HR, Data, Marketing and Tech to provide clear guidance on program delivery and solutions while managing client expectations.
Collaborate across departments to ensure that Kraken’s core offering aligns with client expectations. Ensure that operations never become a blocker to continued migration.
Remain up to date with new features and products and ensure the client is trained and adopts new functionality.
Driving Organisational Change
Lead cultural and operational transformations, embedding sustainable change within the client’s organisation, using Kraken’s Human Design approach.
Champion the Kraken Operating model, ensuring the client’s operational structure evolves in alignment with best practices for both immediate and long-term success.
Skills: what you'll have
Exceptional project management skills, with the ability to work across multiple clients and fast-paced timelines.
Strong analytical skills with the ability to interpret data, identify risks, and proactively implement solutions.
Proven influencing skills, with experience persuading senior leaders and driving adoption of new methodologies.
Deep technical understanding of Kraken's products and services, including migration processes and temporary solutions.
Demonstrating leadership practices and promoting professionalism in client interactions Excellent communication skills, both written and verbal, with the ability to explain complex concepts and principles to a varied audience.
Experience
Proven communication at all levels, able to leverage style at Exec level.
Exposure to outsourcing models (BPOs), understanding their drivers, challenges, and how to manage these relationships effectively.
Change management using agile methodologies.
Proven record of creating high performing teams, either internally within operations or externally with clients.
Other Requirements
Ability to travel globally, with placement based on preference when possible, but flexibility required according to client needs.
Ability to work across multiple clients and markets, quickly adapting to varying client needs and environments/languages.
Highly driven to ‘make things happen’. Growth mindset demonstrated through all your work. Ability to speak persuasively and inspire energy, motivating both internal teams and external stakeholders including Direct Reports.
Comfortable navigating between operations and technical conversations, bridging gaps between business needs and technical solutions.
Expertise in driving programme ownership, from inception through to sustainable execution, ensuring clients are equipped to lead post-migration.
This position involves travelling to New Zealand and Asia.
You may see this role listed as "Client Enablement and Coaching Lead". This is to help the right people find it. The actual job title is Client Delivery Lead.
Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5. Check out our Welcome to the Jungle site (FR https://www.welcometothejungle.com/en/companies/kraken/EN https://app.welcometothejungle.com/companies/kraken-tech?_gl=1*1nh9ctu*_gcl_aw*R0NMLjE3NDU5MzIyNTAuQ2owS0NRanc4Y0hBQmhDLUFSSXNBSm5ZMTJ5SHlSWldxeDM4NHRIanZOMWNmNEJxSzJkRnhNdnZBX3JMcUpkLVVSSEtRQjJlWERKNkNaVWFBaWlURUFMd193Y0I.*_gcl_au*MTQwNjI1NDA2Mi4xNzQ1MzM3MTcz#company-mission-section) to learn more about our teams and culture.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at inclusion@kraken.tech and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Our (i) Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice https://kraken.tech/candidate-privacy-notice, (ii) Website Privacy Notice https://kraken.tech/privacy-noticeand (iii) Cookie Notice https://kraken.tech/cookie-notice govern the collection and use of your personal data in connection with your application and use of our website. These policies explain how we handle your data and outline your rights under applicable laws, including, but not limited to, the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on your location, you may have the right to access, correct, or delete your information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms
Please note that, in line with our current recruitment policy, we are unable to offer visa sponsorship for this position; applicants must have the right to work in the country that they're applying to, at the time of application.
Are you ready for a career with us? We want to ensure you have the right tools and environment to unleash your potential. If you have any accommodation requests, please contact us at inclusion@kraken.tech. We’ll do our best to tailor the experience to your needs so you can feel comfortable, confident and be at your best!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we’re looking for! At Kraken, we're creating a team of genuine, honest, empathetic people. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Our (i) Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice https://kraken.tech/candidate-privacy-notice, (ii) Website Privacy Notice https://kraken.tech/privacy-notice and (iii) Cookie Notice https://kraken.tech/cookie-notice govern the collection and use of your personal data in connection with your application and use of our website. These policies explain how we handle your data and outline your rights under applicable laws, including, but not limited to, the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on your location, you may have the right to access, correct, or delete your information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms
Please note that, in line with our current recruitment policy, we are unable to offer visa sponsorship for this position; applicants must have the right to work in the country that they're applying to, at the time of application.*
