Strategy Senior Manager – Digital & Omnichannel

Location: New York, NY
Date Posted: 11-13-2017
Strategy Senior Manager – Digital & Omnichannel - 00274437
  • Location: Chicago, IL ; Washington, DC; New York, NY; San Francisco, CA; Atlanta, GA; Philadelphia, PA;
  • Employment Type:  Full Time Perm - US Citizen or Green Card
  • Travel: Ability to travel when required 
Help transform leading organizations and communities around the world.  
Strategy Consulting
Strategy consulting today requires the ability to see how business, technology and operations all intersect. Work closely with the world’s top organizations and leverage your expertise in these areas to develop strategies that turn your ideas into actions.  Help address priority C-suite issues with strategies that can be execute with speed and at scale. Understanding of industries and a global perspective on progressive business ideas and emerging technologies that enables you to drive and deliver transformational change.
Sales and Customer Service
A critical part of our Strategy Consulting team is our Sales and Customer Service practice.  You’ll help clients with articulating their customer strategy and vision for customer experience, shape sales effectiveness and sales transformation agendas, help clients evolve their customer service mandates and the role of call centers in omnichannel and digital agendas.  Apply deep Customer strategy development, architecting value and operating model architecture skills, influence through insight and partner with clients to make bold decisions on priority C-Suite issues.   
 Analysis and diagnosis of current client sales or service strategy 
  • Leading the strategy and design efforts of end to end customer solutions which may include changes to processes, policies,  incentives/compensation, and enhanced technology capabilities
  • Building the benefits case associated with transforming some or all of the client's sales or service capabilities
  • Developing a comprehensive customer strategy and design that considers digital and omnichannel interaction models.
  • Developing a strategy and design that personalizes the customer experience based on customer attributes and preferences
  • Transforming client vision into concrete business requirements
  • Leading business diagnosis and planning activities and formulating specific solutions to address gaps
  • Leading development of implementation plans for proposed projects, including timelines, resource requirements and cost estimates
  • Developing and tracking to a business case, measuring the value generated from improved customer experience and/or reduced cost-to-serve
  • Leading business architecture and process design activities
  • Developing and testing business processes, capabilities, and architectures
  • Gain a holistic view of a client's business and industry environment by leveraging a client’s unique point of view, expertise and critical thinking skillset
  • Deliver realistic, achievable business strategies and solutions that address key client priorities.
  • Focus on strategy and take responsibility for organizational change and business transformation. 
Essential Basic Requirements
  • Extensive experience defining and transforming B2B or B2C customer sales or service across interaction channels (e.g., digital, retail, agent models), to help shape this transformational offering for potential clients.
  • 10 years of experience at a consulting firm or equivalent in an internal consulting role
  • 7 years of experience in a sales or customer service leadership (e.g., channel sales, sales operations, field service, retail service, agency service)
  • Strong sales, front office, and/or customer strategy backgrounds in Banking, Insurance, Communications, Retail, Consumer Packaged Goods, Automotive/Transportation or Utilities experience.
  • Experience with market leading CRM technologies such as; MS Dynamics
  • Demonstrate understanding of our clients’ industry landscape and business options in the context of global, economic, technology and social trends.
  • Excellent leadership, written and oral communication, interpersonal skills
  • Ability to develop critical client relationships
  • Bachelor's degree
  • Ability to travel to when needed
Preferred Requirements
  • Direct experience in prior 7 years leading transformative changes in digital or face to face interaction channels in areas such as: Customer Experience strategy and process definition, changes to company policies that drive improved customer experiences, changes to customer or employee incentive programs, changes to underlying technology
  • Overall understanding of how to drive performance (e.g., improving customer experience, improving revenue through superior sales or service, reducing cost-to-serve)
  • Experience across customer sales and service channels (e.g., Face-to-face interactions, call center, IVR, web, mobility), and knowledge of how cross-channel customer interactions impact the customer's experience
  • Project experience including the following project phases: project ROI and business case development, project design, project deployment, project leadership role and project benefits tracking
  • Experience with value identification
  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian 
Essential Basic Qualifications
  • Bachelor's degree
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