Senior Manager - Customer Strategy & Design

Deloitte Africa; Midrand; On-site; ZAR 800 000 - 1 100 000; Full time

Job summary

A leading consulting firm in Midrand is seeking a Senior Manager focused on Customer Strategy and Design. The role includes driving strategy, business growth, and delivering impactful solutions across various industries. The ideal candidate will have strong consulting expertise and experience managing client-facing projects. This position offers opportunities to enhance your skills in a collaborative environment.

Qualifications

• Minimum 5 years in a client-facing role with a focus on Customer Strategy & Design.
• Experience with a Tier-One Professional Services Firm is preferred.
• Ability to manage multidisciplinary project teams.

Responsibilities

• Deliver exceptional quality results leveraging CS&D tools and methodologies.
• Support business development for Customer Strategy and Design projects.
• Lead cross-functional teams integrating product strategy and design.

Skills

Customer Strategy

Consulting Expertise

Communication Skills

Project Delivery

Education

Tertiary qualification in Business or related 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 toimagine, 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 in Customer Strategy and Design. As a Senior Manager you will support the Customer Leadership in growing and maturing the Customer Strategy & Design Offering, this will include, capability build, market development initiatives, driving and implementing strategy, revenue generation, business growth and the delivery of Customer Strategy & Design projects.

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. v
• 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 of Customer Strategy and Design projects 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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