Manager - Customer - Lisboa/Porto

EY; Lisboa; Sur place; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration package

Skills development opportunities

Flexible working arrangements

Résumé du poste

Ernst & Young Advisory Services Sdn Bhd is seeking a Manager to join our leading Business Design Consulting team. You will lead CX workstreams, coach teams, and drive customer journeys across industries, partnering with clients to deliver measurable CX improvements.

The role emphasizes strategic, creative, and analytical thinking, with opportunities to influence client outcomes and contribute to EY’s global mission to build a better working world.

Qualifications

• Bachelor’s or Master’s degree with 5+ years in customer-facing roles.
• Experience in business consulting and designing customer journeys.
• Familiarity with customer-centric trends and technology solutions.
• Knowledge of CMS and CRM platforms.

Responsabilités

• Lead complex CX workstreams with EY and client resources to deliver quality on time and within budget.
• Build a highly collaborative, high-performing team environment.
• Coach and mentor junior team members.
• Lead client discussions, meetings and workshops.
• Design customer journeys across sectors to identify pain points and CX capabilities.
• Contribute to the development of the Business Design practice with industry events and new tools.

Connaissances

Analytical thinking

Problem solving

Leadership

Communication

Mentoring

Formation

Bachelor's or Master’s degree

Outils

CMS

CRM

Description du poste

In a world of fast-paced change, the ability to retain existing customers and attract new ones is critical. As a customer advisory professional, you’ll provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you’ll work closely with our clients’ marketing, sales and customer service functions, helping to ensure they interact effectively with their customer base.

Through our structured learning and development program, you’ll develop the skills, knowledge and experience to help grow our clients’ businesses. And with a network that stretches across the world, you’ll gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

The opportunity

We are looking for a Manager to join our leading Business Design Consulting team. Our Managers are leaders in, and passionate about helping our clients design and deliver new Customer Experiences. They are smart, switched on and bring a strategic, creative and analytical mindset. Above all they want to make a real difference to our client’s business and their customers.

Managers lead our project team’s day to day and work closely with our clients to lead, inspire and influence thinking within the project. They are expected to coach and develop their team members and are responsible for the delivery of complex workstreams and solutions. They deliver impactful when presentation, and have experience in leading client workshops, design sessions and/or customer research clinics. They are comfortable working with a level of ambiguity and at a fast pace in a dynamic environment.

Our managers enjoy working on varying projects and are open to learning about new industries and new cultures. They work across the project lifecycle from CX strategy through to CX design and execution. They deliver outstanding service to our clients and in do so in a way which helps achieve our purpose of “build a better working world”.

Your key responsibilities

• Lead complex CX workstreams comprising a mix of EY and client’s resources, with overall accountability delivering the expected outcomes to quality, time and budget.
• Ability to build a highly collaborative, high performing team environment.
• Coach and mentor junior team members.
• Ability to identify and address client needs, and lead client discussions and meetings and workshops.
• Lead in the design and implementation of customer-centric solutions that provide measurable impact to clients.
• Design customer journeys in various client sectors, identify experiential pain points, delights and CX capabilities .
• Contribute to the development of the Business Design practice i.e. support industry events, thought leadership and development of new tools and methods.

Skills and attributes for success

• Strong analytical and problem-solving skills.
• Strong drive to excel professionally, and to guide and motivate others.
• Advanced written and verbal communication skills.
• Dedicated, innovative, resourceful, analytical and able to work under pressure.
• Foster an efficient, innovative and team-oriented work environment.

To qualify for the role, you must have

• A bachelor’s or master’s degree with 5 years of working experience in a customer-facing and problem-solving capacity. Preferably with experience in a business consulting role in a leading consultancy firm, designing or delivering customer journeys in the market.
• Familiarity with customer-centric trends, best practices and technology solutions. Some fundamental experience in at least one of the competencies: customer research and insights, design, sales and marketing, customer services operations and channel engagement would be helpful.
• Some experience in the design or delivery in at least one or more of the following competencies: Customer research and Insights;Human-centred Experience Design and Measurement; Sales and Marketing; Customer Services and Engagement;Recognized digital platforms and enabling technologies i.e. CMS, CRM.

Ideally, you will also have

• Sector-specific customer experience knowledge.
• Knowledge in Agile and/or traditional project management.
• Knowledge in product management and development lifecycle.
• Knowledge in Design Thinking, UI/UX.

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you will be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you are ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers

EY offers a competitive remuneration package commensurate with your work experience. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around;
• Opportunities to develop new skills and progress your career;
• The freedom and flexibility to handle your role in a way that’s right for you.

The exceptional EY experience. It’s yours to build. EY | Building a better working world.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

At EY, we're committed to providing recruitment and career opportunities to all, regardless of gender, sexual orientation, social background or disability. We believe that equality and diversity are central to our recruitment process, as they enhance creativity and efficiency, leading to improved performance and productivity. In line with this commitment, EY Portugal recently became a member of the Inclusive Community Forum. This initiative, led by Nova SBE, focuses on the recruitment of individuals with disabilities, advocating for a more inclusive community. Moreover, EY Portugal has also endorsed the Diversity Charter of APPDI (the Portuguese Association for Diversity and Inclusion), pledging to establish and develop internal policies and practices which support diversity. Through these initiatives, EY seeks to actively contribute to the inclusion process, and promote a more inclusive community for people with disabilities, by actively participating in creating solutions.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.