Management Consultant - Customer Experience Strategy

Placements24; East London; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Diverse projects

Learning & development

Collaborative culture

Impactful work

Job summary

Placements24 in East London, South Africa, is seeking a Management Consultant to lead Customer Experience Strategy initiatives for diverse clients from its East London office.

You will analyze customer journeys, identify pain points, and design data-driven, digitised service improvements in collaboration with marketing, sales and service teams. The role offers a dynamic, growth-oriented environment with a focus on measurable outcomes.

Qualifications

• Bachelor's degree in Marketing, Business Admin, Psychology or related field.
• Min 4 years in customer experience management or related consulting.
• Strong knowledge of customer journey mapping, service design, and CRM.
• Excellent analytical and problem-solving skills.
• Effective communication and cross-functional collaboration.

Responsibilities

• Assess current customer experience strategies and map customer journeys across all touchpoints.
• Identify key areas for improvement and develop data-driven strategies to enhance customer satisfaction and loyalty.
• Design and implement innovative customer experience initiatives, including digital tools and service enhancements.
• Collaborate with marketing, sales, and service teams to ensure a cohesive customer experience.
• Measure and report on the impact of customer experience strategies on business outcomes.

Skills

Customer journey mapping

Service design

CRM principles

Analytical skills

Communication

Education

Bachelor's degree in Marketing, Business Administration, Psychology, or related field

Tools

CRM software

Job description

About the Role

Our client, a forward-thinking Management Consultancy , is seeking a dedicated Management Consultant to lead initiatives in Customer Experience Strategy from their East London office. This role involves helping organizations design and implement customer-centric strategies to enhance loyalty, satisfaction, and profitability. You will analyze customer journeys, identify pain points, and develop innovative solutions leveraging digital tools and service design principles. This is an exciting opportunity for a consultant passionate about understanding and improving customer interactions in today's competitive market.

Key Responsibilities

• Assess current customer experience strategies and map customer journeys across all touchpoints.
• Identify key areas for improvement and develop data-driven strategies to enhance customer satisfaction and loyalty.
• Design and implement innovative customer experience initiatives, including digital tools and service enhancements.
• Collaborate with marketing, sales, and service teams to ensure a cohesive customer experience.
• Measure and report on the impact of customer experience strategies on business outcomes.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 4 years of experience in customer experience management, marketing strategy, or related consulting.
• Strong understanding of customer journey mapping, service design, and CRM principles.
• Excellent analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Effective communication and presentation skills, with experience engaging cross-functional teams.

Benefits

• Competitive salary and a comprehensive benefits package.
• Opportunity to work on innovative customer experience projects for diverse clients.
• Continuous learning and professional development support.
• A collaborative and forward-thinking work environment.
• Chance to make a tangible impact on client success through customer-centric strategies.