Senior Manager - Customer Strategy & Design

Deloitte Africa; Gauteng; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading consulting firm is seeking a Senior Manager to support the growth of the Customer Strategy & Design Offering. The role includes delivering exceptional results, driving business development, and building deep client relationships. Ideal candidates will have at least 5 years of management experience in Customer Strategy, with a focus on consulting expertise and outstanding communication skills. This position offers a vibrant environment focused on impactful solutions and professional growth opportunities in Gauteng, South Africa.

Qualifications

• 5+ years in a client-facing role.
• 5+ years in a management position focusing on Customer Strategy & Design.
• Experience with a Tier-One Professional Services Firm.

Responsibilities

• Deliver exceptional quality results using CS&D tools and methodologies.
• Assist clients in identifying key performance indicators.
• Support business development for Customer Strategy & Design projects.

Skills

Customer Strategy

Consulting Expertise

Team Leadership

Communication Skills

Data Analytics

Project Management

Education

Tertiary qualification in Business, Finance, Accounting, Data, or Computer Science

MBA or Masters in a relevant field

Job description

Company Description

About Deloitte Africa Consulting Services

Innovation, transformation and leadership occur in many ways.

At Deloitte Consulting, our ability to help solve clients' most complex issues is distinct.

We deliver strategy and implementation, from a business and technology view, to help lead in the markets where our clients compete.

Our professionals help clients identify and solve their most critical information and technology challenges, including strategy, procurement, design, delivery and assurance of technology solutions.

Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long term projects with the urgency of immediate operational demands.

We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities.

About Deloitte Digital

We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do.

Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures.

We create innovative ventures, digital platforms, and more meaningful experiences.

This transformation journey starts and ends with the customer, first understanding people's real lives and then shaping your business future to deliver around them.

We call this Elevating the Human Experience.

At Deloitte Digital, we are all things customer. We focus all our talent, creativity and technology on all the connection points between an organization and its customer.

We design and implement sales and service experiences, capabilities, and architectures to bring customer strategies to life.

This includes sales experiences, omni-channel service experiences, marketing and commerce experiences.

We are focused on building a viable core Digital Customer Platforms practice with a focus on CRM to service our core customer domains of service excellence, sales transformation, marketing & commerce, and customer loyalty.

This practice, however, does need a layer of service design and experience advisory capability, in addition to core CRM Practice capabilities, to provide the functional and "imagine" capabilities.

Intention over time is to be able to scale the tech platforms as the core and work together with the rest of Consulting for missing capabilities.

Deloitte's Global Delivery Network will also become a key lever for scaling the business.

Job Description

We are seeking a Senior Manager with proven consulting expertise inCustomer Strategy and Design. As a Senior Manager you will support theCustomer Leadership in growing and maturing theCustomer Strategy & Design Offering, this will include, capability build, market development initiatives, driving and implementing strategy, revenue generation, business growth and the delivery ofCustomer Strategy & Designprojects.

This is an excellent opportunity to build and enhance your skill set in a customer centred environment that is focused on driving growth and delivering impactful solutions across our clients in various industries.

Key Responsibilities

• Delivery Excellence : Deliver exceptional quality results to our clients by leveraging CS&D tools, methodologies and ways of working.
• Apply deep knowledge of disruptive trends and competitor activity to drive continuous improvement and relevant strategy work.
• Assist clients to identify the right key performance indicators (KPIs), highlight areas of improvement, and influence their strategy.
• Build deep professional relationships across a diverse network of executives and use a flexible influencing style to gain buy-in and drive impact.
• Support business development and project delivery ofCustomer Strategy and Designprojects across the following client needs : Product innovation & design, product strategy management & delivery
• Growth strategy complimented by offering research & insights
• Proposition design, pricing & promotions
• Customer centred operating models
• Customer strategy & segmentation
• Data and analytics
• Digital marketing
• Experience design
• Rapidly ideate and create concepts and articulate strong storylines to clients.
• Exhibit exceptional communication skills, capable of articulating complex technical concepts clearly and compellingly.
• Inspire and influence stakeholders at all levels through well-structured arguments and trade-offs supported by evidence, evaluations, and research.
• Outcome-Driven Accountability : Embrace and drive a culture of accountability for customer and business outcomes.
• Develop solutions that solve complex business problems with valuable outcomes, ensuring high-quality, lean designs and implementations.
• Translate broader strategy into a compelling team vision and goals as well as align the team and sets priorities to achieve objectives.
• Establish a strong leadership brand and inspire the team through passion, integrity, and appreciation of others.
• Lead a cross functional team, integrating product strategy, product design, together with leveraging the business and technology teams.
• Contribute to building an inclusive talent pipeline by creating a talent experience that attracts, develops and retains diverse, top talent and high performing teams.

Experience

Min of years working experience with deep functional knowledge in one or more of the key offerings listed above

Minimum 5 years in a client facing as well as 5 years in a management role with a focus on Customer Strategy & Design

Experience with a Tier-One Professional Services Firm and / or leading blue-chip organisation in related industry vertical

Experience leading and managing multidisciplinary project teams to deliver tailored strategic solutions across or in chosen industry verticals

Qualifications

Minimum required qualification

Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related

Industry-specific qualifications or an equivalent

Desired Qualification :

MBA or Masters in the relevant field of study is a definite advantage

Additional Information

Note : The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.

Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

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Equal Employment Opportunity Statement

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent.

Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act.

Preference may be given to candidates from designated groups.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace.

We recognise and value the unique strengths that neurodivergent individuals bring, and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations during the recruitment process, please let us know.