Customer Consulting Manager - Consulting Firm - IIM/ISB/SPJ/XLRI/MDI/FMS

JD for Manager role

Professional and educational background:

- 6+ years of relevant work experience post MBA; MBA from tier 1 business school

- Preferred consulting background (Big 4 - PC level / Accenture Strategy or ATK - Tenured consultant level)

- Alternatively industry background (B2C companies - sectors of FS & Insurance, or hospitality, travel, telecom, retail, health & wellness); requires more number of relevant work ex years if from industry background

- Education from Tier I campuses - IIM A/B/C/L, ISB, SPJ, XLRI, MDI, FMS. If Tier II - IIT SOM / XIMB / NM - more number of years of relevant work ex and references required

Work experience areas:

Critical must-haves:

- Market sizing and market entry strategy

- Design of Customer Experience/ Customer Service design

- Customer analytics (Segmentation, Sales, Marketing, Service) resulting in clear business outcomes

- Contact (Call) center design, conversion rate & process improvement

- Business casing / business modeling experience

- Multi-channel management, retail store operations management

- Sales uplift / revenue growth

- If from a consulting background, should have executed and lead small teams on projects (such as market entry strategy, sales process design to execution, digital channel sales uplift for a specific product line etc.)

Good-to-haves:

- Experience with startups / front office technologies / payment solutions

- Digital Marketing improvement

- Loyalty program design and roll out

- Marketing RoI improvement

Core skills & behaviors:

- Strong analytical and problem solving capability

- Excellent communication skills - verbal, written, leadership communication

- Strong PPT and Excel skills

- Team leadership - past experience of leading 2-3 member teams (if consulting background) and 5-8 member teams (if industry background)

- Interacting and effectively managing senior client stakeholders

- Willingness to stretch, high learning agility (comfort with learning at speed) and can-do attitude