Strategy Senior Manager – Digital & Omnichannel

Location: Washington, DC
Date Posted: 01-23-2017
Strategy Senior Manager – Digital & Omnichannel
  • Employment Type:  Full Time Perm salaried position
Join our client and help transform leading organizations and communities around the world.  The sheer scale of their capabilities and client engagements and the way they collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose our client, and make delivering innovative work part of your extraordinary career.
Strategy consulting today requires the ability to see how business, technology and operations all intersect. Within our client’s Strategy Group, you will work closely with the world’s top organizations and leverage our client’s expertise in these areas to develop strategies that turn your ideas into actions.  You will help clients address priority C-suite issues with strategies they can execute with speed and at scale.  
This is not your ordinary job…which is why we are looking for extraordinary people.  If you think working at the cutting edge of innovation and business transformation sounds exciting, our client may be the perfect place to take your career to the next level. As a strategist, you’ll shape and deliver solutions that help clients transform the way they do business. If you want to lead a range of activities from identifying client value creation opportunities to projects managing the business solution implementation, then we want to meet you.
  • 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
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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