Management Consultant - Customer Experience

Placements24; Paarl; On-site; ZAR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Retirement savings contributions

Continuous learning and professional增长

Exposure to diverse client industries

Supportive and collaborative culture

Generous paid time off

Career advancement opportunities

Networking events

Professional development workshops

Modern office facilities

Job summary

Placements24 is seeking a proactive Management Consultant specializing in Customer Experience (CX) strategy in Paarl, Western Cape. You will map journeys, design CX strategies, and collaborate with cross-functional teams to drive client outcomes and measurable ROI.

With 5+ years in management consulting or CX, you will guide clients on service design, CX metrics, and vendor technologies, delivering workshops and client-ready plans in a dynamic, client-facing environment.

Qualifications

• Bachelor’s or Master’s degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in management consulting, customer experience management, marketing, or related area.
• Proven experience developing and implementing customer experience strategies.
• Strong knowledge of customer journey mapping, service design, and CX metrics.
• Excellent analytical, problem-solving, and communication skills.
• Experience managing client projects and stakeholder relationships.
• Familiarity with CRM systems and CX technology platforms is an advantage.

Responsibilities

• Map and analyze customer journeys to identify pain points and opportunities.
• Develop and implement CX strategies aligned with client objectives.
• Advise on best practices in customer service, engagement, and retention.
• Design customer-centric service models and processes.
• Collaborate with marketing, sales, and operations to ensure a cohesive CX approach.
• Measure CX performance using data analytics and demonstrate ROI.
• Lead client projects from initiation to delivery and facilitate workshops.
• Stay updated on CX trends and technologies.

Skills

CX strategy

Customer journey mapping

Analytical thinking

Communication & presentation

Stakeholder management

Education

Bachelor's/Master's in Marketing, Business Admin, Psychology

Tools

CRM systems

CX platforms

Job description

About the Role

Our client, a distinguished management consultancy, is seeking a proactive and client-focused Management Consultant to specialize in Customer Experience (CX) strategy. This role is instrumental in helping businesses understand and enhance their customer journeys, leading to increased loyalty, satisfaction, and revenue. You will work with clients to design and implement customer-centric strategies, improve service delivery, and leverage technology to create exceptional customer interactions. This position is based in Paarl, Western Cape, ZA , a region known for its growing business landscape.

Key Responsibilities

• Conduct customer journey mapping and analyze customer feedback to identify pain points and opportunities.
• Develop comprehensive customer experience strategies aligned with client business objectives.
• Advise clients on best practices in customer service, engagement, and retention.
• Design and implement customer-centric service models and operational processes.
• Collaborate with cross-functional teams (marketing, sales, operations) to ensure a cohesive CX approach.
• Leverage data analytics to measure CX performance and demonstrate ROI.
• Manage client projects from initiation to completion, ensuring quality and timely delivery.
• Facilitate workshops and training sessions for client teams on CX principles.
• Stay updated on the latest trends and technologies shaping the customer experience landscape.

Requirements

• Bachelor's or Master's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in management consulting, customer experience management, marketing, or a related area.
• Proven experience in developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and CX metrics.
• Excellent analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Exceptional communication, presentation, and interpersonal skills.
• Experience managing client projects and building strong stakeholder relationships.
• Familiarity with CRM systems and CX technology platforms is an advantage.
• Ability to work effectively in a dynamic, client-facing environment in Paarl, Western Cape, ZA .
• Passion for understanding customer behavior and driving business value through CX.

Benefits

• Competitive salary and performance-driven bonus opportunities.
• Comprehensive health and wellness benefits package.
• Retirement savings contributions.
• Excellent opportunities for continuous learning and professional growth.
• Exposure to a variety of client industries and challenging CX projects.
• Supportive and collaborative work environment.
• Generous paid time off and holiday allowance.
• Potential for career advancement within the consultancy.
• Networking events and professional development workshops.
• Modern office facilities and resources.