Senior Manager - Customer Centric Transformation

KPMG United Kingdom; London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading consultancy firm in London is seeking a Senior Manager in Customer Transformation to lead initiatives that enhance client engagement. The ideal candidate will have a transformation consulting background and a strong focus on building client relationships while managing project teams. This role requires analytical, problem-solving and stakeholder management skills to drive customer-centric solutions and improve business performance.

Qualifications

• Experience in transformation consulting or customer program delivery.
• Proven track record in leading customer-centric transformation programmes.
• Ability to manage projects and teams effectively.

Responsibilities

• Lead on application of analytical and problem-solving skills.
• Design and implement end-to-end solutions.
• Build and maintain client relationships for revenue generation.
• Coach and develop junior team members.

Skills

Analytical skills

Problem-solving

Communication skills

Stakeholder engagement

Agile methodology

Job description

Job description

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KPMG Overview:

KPMG in the UK is part of a global network of firms that offers Audit, Legal, Tax and Advisory services. Through the talent of over 16,000 colleagues, we bring our creativity, insight, and experience to solve our clients' and communities' biggest problems. We've been doing this for more than 150 years.

We aim to be universally recognised as a place for great people to do their best work. A firm known for our collaborative and inclusive culture, using technology to empower and equip our people to deliver outstanding work with real flexibility - through inspiring workspaces, innovative ways to collaborate and hybrid ways of working.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our mission is simple: To support the UK in a connected world. It guides everything we do, underpinned by our values: Courage, Integrity, Excellence, Together and For Better.

Summary of Role Purpose:

This is a senior leadership role within KPMG's Customer team - one of the fastest-growing and strategically vital areas of our firm. We help our clients to transform the way they interact and engage with their customers.

In this client facing role, you will use our pre-built assets, robust methodology and technology alliances to enable greater speed to value for our clients and support us in generating a higher margin, longer term revenue stream for KPMG.

Senior Managers have a commercial focus to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities

Description of the role:

• Lead on the application of analytical and problem-solving skills to identify client problems, shape strategic customer-centric initiatives and deliver these in a connected end-to-end transformation.
• From business strategy and customer proposition, design and implement connected end-to-end solutions to transform business performance and put the customer at the centre of how our clients think and operate
• Be seen as a strategic partner to clients to help generate value through their front-office investments, with a clear performance focus and value creation.
• Develop a projects' business case and benefits tracking.
• Work with our technology teams to prototype, test, integrate key technology solutions.
• Manage teams to bid, win and deliver customer-centric digital transformation engagements of significant size and scope.
• Build and maintain client relationships to generate longer-term revenue for the team.
• Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.
• Coach and develop junior team members during projects and as part of the wider Customer team.

The Person:

As the ideal candidate, you're likely to have a blend of the following skills and experience:

• From a transformation consulting background, technology services or industry-based CRM/Customer programme delivery background with experience of designing, building, and delivering transformation and digital solutions.
• Customer centric End-to-end transformation programmes, ideally underpinned by experience design, marketing, sales,service and commerce but also with enterprise experience.
• Identifying new business opportunities and leading bid teams to win revenue for a business.
• Senior level stakeholder engagement and management, including maintaining client relationships.
• Ability to articulate the value of the customer centric business functions to a non-technical audience.
• Experience leading workstreams and associated deliverables for internal or external clients.
• Strong understanding of the application of agile methodology.