As a Manager - Customer Advisory, you'll actively establish, maintain and strengthen internal and external relationships. With guidance from partners, directors and senior managers, you'll identify potential business opportunities for the client. Drawing on your knowledge and experience, you'll create innovative commercial insights for clients, adapt methods and practices to fit operational team and cultural needs and contribute to thought leadership.
You'll actively contribute to improving operational efficiency on projects and internal initiatives. In line with our commitment to quality, you'll consistently drive projects to completion and confirm that work is of high quality. Your role in leading teams - or parts of teams - on engagements will depend on the size of engagement. When working on engagements, you'll report to higher levels of management, who will expect you to anticipate and identify risks, and escalate any issues as appropriate.
As an influential member of the team, you'll help to create a positive learning culture, coach and counsel junior team members and help them to develop.
Participate in business development initiatives
Participate in Customer engagements
Help manage the financial aspects of engagements by organizing staffing, tracking fees and communicating issues to project leaders.
Build strong internal relationships within the client's Advisory Services and with other services across the organization
Develop people through effectively supervising, coaching, and mentoring
Conduct performance reviews and contribute to performance feedback for staff
Contribute to people-related initiatives including recruiting, retaining and training Customer professionals
Maintain an educational program to continually develop personal skills for staff
Understand and follow workplace policies and procedures and communicate these to all levels of staff
Technical Skills Requirements
You'll have knowledge and experience of a number of the following areas:
Customer strategy including customer experience and end-to-end customer lifecycle
Knowledge in define channel strategy as a derivative of customer experience
Customer service improvement, including process (re)engineering for Contact Centre, Retail and Digital channels
Knowledge in customer intelligence and economics, including customer analytics, customer acquisition and retention
Experience in one or more of the client's priority industry sectors (Telecommunications, Finance, Consumer Products and/or Retail)
Additional Skills Requirements
Demonstrated track record with a blue chip consulting firm and/or a blue chip organization
Post-Secondary degree in Business or Engineering (MBA preferred, but not mandatory)
Who we are
To achieve their potential, businesses need to continuously achieve and sustain performance improvement in a rapidly changing environment. As one of our performance improvement advisors, you'll help many of the world's leading businesses and governments tackle their most pressing issues. Working in multidisciplinary teams, often directly with leaders of major organizations, you'll bring diverse perspectives to every challenge. We'll help you achieve your potential by supporting your professional development and giving you experience of working with a diverse range of clients. You'll have the opportunity to build your skills in one of our focused competency groups, including: Customer Strategy, Customer Experience, Marketing and Sales Effectiveness, and Customer Optimization. You'll also have the opportunity to team with professionals from other parts of the organization in multidisciplinary engagements, especially those in Finance, Supply Chain, IT Advisory, People & Organization, Program Management or Strategic Direction. At the client, we know it's your point of view, energy and enthusiasm that make the difference.