Remote Lead Management Consultant - Customer Experience Transformation

Placements24; East London; Hybrid; ZAR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

Generous paid time off

Professional development and training

Global customer experience initiatives

Home office stipend and technology

Retirement savings plan

Job summary

Placements24 is seeking a highly experienced Remote Lead Management Consultant to drive transformative CX initiatives for global clients. You will design, map journeys, and implement service design and digital engagement programs in a remote-first environment.

You bring an MBA or related Master’s degree and at least eight years leading customer experience transformations, with a proven track record of large-scale programs and virtual leadership.

Qualifications

• MBA or Master's degree required in Marketing, Business Administration, or related field.

Responsibilities

• Lead client engagements focused on designing and implementing comprehensive customer experience strategies.
• Conduct in-depth analysis of customer journeys, pain points, and opportunities for enhancement.
• Develop innovative CX solutions leveraging digital technologies and data insights.
• Advise clients on building customer-centric cultures and organizational capabilities.
• Facilitate virtual workshops and co-creation sessions with client teams and stakeholders.
• Oversee project teams, ensuring high-quality deliverables and client satisfaction.
• Develop KPIs to measure the impact of CX initiatives.
• Contribute to business development, including proposal generation and client relationship management.
• Mentor and develop junior consultants in the field of customer experience.

Job description

About the Role

Our client, a premier global management consultancy, is seeking a highly experienced and forward‑thinking Remote Lead Management Consultant to spearhead transformative customer experience (CX) initiatives. This role is designed for an individual who excels in a remote work setting and possesses a deep passion for reimagining how businesses connect with their customers. You will be responsible for guiding clients through comprehensive CX strategies, from journey mapping and service design to digital engagement and loyalty programs. The successful candidate will leverage a strong blend of strategic thinking, deep CX expertise, and exceptional leadership to drive measurable improvements in customer satisfaction, retention, and brand advocacy. This is an unparalleled opportunity to shape the future of customer engagement for leading organizations worldwide, all while enjoying the flexibility and autonomy of a remote‑first career. Our client is committed to fostering a collaborative and innovative remote culture, providing the necessary tools and support for success. While notionally linked to the East London region for administrative purposes, this position is fully remote, demanding self‑direction and excellence in virtual collaboration. We seek leaders who can inspire change and deliver impact from any location.

Key Responsibilities

• Lead client engagements focused on designing and implementing comprehensive customer experience strategies.
• Conduct in-depth analysis of customer journeys, pain points, and opportunities for enhancement.
• Develop innovative CX solutions leveraging digital technologies and data insights.
• Advise clients on building customer‑centric cultures and organizational capabilities.
• Facilitate virtual workshops and co‑creation sessions with client teams and stakeholders.
• Oversee project teams, ensuring high‑quality deliverables and client satisfaction.
• Develop key performance indicators (KPIs) to measure the impact of CX initiatives.
• Contribute to business development, including proposal generation and client relationship management.
• Mentor and develop junior consultants in the field of customer experience.

Requirements

• MBA or Master's degree in Marketing, Business Administration, or a related field.
• A minimum of 8 years of progressive experience in customer experience strategy, consulting, or related leadership roles.
• Proven track record of leading successful, large‑scale customer experience transformation projects.
• Deep understanding of CX principles, methodologies, and best practices.
• Expertise in digital customer engagement, journey mapping, and service design.
• Exceptional analytical, strategic thinking, and problem‑solving skills.
• Outstanding virtual communication, leadership, and stakeholder management abilities.
• Demonstrated success in a fully remote work environment, including strong self‑discipline and time management.

Benefits

• Highly competitive salary and significant performance‑based bonus potential.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off and flexible remote work arrangements.
• Opportunities for advanced professional development and leadership training.
• Work on high‑impact, global customer experience initiatives.
• Access to a leading network of consultants and industry thought leaders.
• Home office stipend and technology support.
• Retirement savings plan with company contributions.