Senior Manager - Customer Service Transformation

KPMG United Kingdom; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global professional services firm in London is seeking a Senior Manager to lead customer-centric digital transformation initiatives. The ideal candidate should have a strong background in consulting and experience in managing client relationships. This role focuses on driving value through front-office transformations and requires a solid understanding of agile methodologies. Competitive compensation and flexible working arrangements are offered.

Benefits

Flexible work arrangements

Inspiring workspaces

Career development programs

Qualifications

• Experience in consulting, technology services, or industry-based CRM program delivery.
• Ability to identify new business opportunities and lead bid teams.
• Experience with end-to-end front-office functional transformations.

Responsibilities

• Lead analytical and problem-solving efforts for client issues.
• Manage teams for customer-centric digital transformation projects.
• Build client relationships and generate long-term revenue.

Skills

Consulting experience

Problem-solving skills

Stakeholder engagement

Agile methodologies

Job description

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Job description

KPMG Overview:

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

Our aim is to be recognised as a great place for people to do their best work, known for our collaborative and inclusive culture. We use technology to empower our people, offering flexible work arrangements, inspiring workspaces, and innovative collaboration methods.

With offices across the UK, we work with a diverse range of clients, from start-ups to multinationals across various industries. Our mission is to support the UK in a connected world, guided by our core values: Courage, Integrity, Excellence, Together, and For Better.

Summary of Role Purpose:

At KPMG Customer, we focus on delivering brilliant customer and employee experiences by combining our Nunwood insights with talented experience designers and transformation capabilities.

We have over 2,500 Customer practitioners across more than 30 countries. If you share our vision, we invite you to join our team.

This role is within our Connected Front Office capability, which integrates expertise in Sales, Marketing, Service, and Experience Design to transform how businesses interact with their customers. We aim to embed customer awareness and benefits into every aspect of our clients' businesses.

In this client-facing role, you will utilize our assets, methodology, and technology alliances to deliver value quickly and support long-term revenue growth for KPMG. Senior Managers are expected to have a commercial focus, building relationships internally and with key clients to identify and develop future opportunities.

Description of the role:

• Lead analytical and problem-solving efforts to identify client issues and shape strategic, customer-centric initiatives, delivering end-to-end front-office transformations.
• Manage teams to bid for, win, and deliver large-scale customer-centric digital transformation projects.
• Build and maintain client relationships to generate long-term revenue.
• Act as a strategic partner to clients, helping them generate value from their front-office investments with a focus on performance and value creation.
• Develop project business cases and track benefits.
• Collaborate with technology teams to prototype, test, and integrate key solutions.
• Support leadership in developing and executing Go-To-Market strategies within industries, targeting key clients.
• Coach and develop junior team members during projects and across the wider Customer team.

The Person:

• The ideal candidate will have experience in consulting, technology services, or industry-based CRM program delivery, with skills in designing, building, and delivering solutions.
• Experience with end-to-end front-office functional transformations, underpinned by experience design, marketing, sales, or service methodologies.
• Ability to identify new business opportunities and lead bid teams to secure revenue.
• Strong stakeholder engagement and management skills, including maintaining client relationships.
• Ability to articulate the value of customer-centric functions to non-technical audiences.
• Experience leading workstreams and deliverables for clients.
• Solid understanding of agile methodologies.