Director - Customer Consulting - BFSI/Retail/Hospitality/Wellness Sector

Director Customer Consulting

Professional and educational background

- Either 12-15+ years of relevant consulting experience post MBA from IIMs / XLRI or 15+ years of experience post MBA if from industry background / non-IIM/XL MBA; Willing to consider 10+ years of relevant consulting experience post MBA from IIMs / XLRI if clearly established as a high performer

- Preferred consulting background (Big 4 - Director level; Accenture Strategy or ATK - Tenured Senior Manager level)

- Alternatively industry background (B2C companies - sectors of financial services (Insurance), and travel, hospitality and airlines, retail, wellness) - need more number of years of work ex/ references as described above if non-consulting background

- MBA from IIM A/B/C/L, XLRI. If any other MBA - then we need stronger degree of relevant work ex and references

Work experience areas:

- Critical must-haves from a domain knowledge perspective:

- Market sizing /market entry strategy

- Customer Experience/ Customer Service design

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

- In -store Contact center design, conversion rate / process improvement

- Launch and set up of new business lines / business models - including conceptualization, business casing / business modeling experience to execution and strong delivery skill sets for business results

- Multi-channel management, retail store operations management

- Critical must-haves from a experience perspective

- Sales uplift for clients / revenue growth / P&L management of own or significant exposure to the same

- Business development responsibility with sales targets

- If from a consulting background, leading sales and delivery of large scale consulting engagements from design and execution - possibly combining management consulting with technology / digital elements

- Nurturing and harvesting CXO and CEO relationships

- Extensive team management responsibility - of atleast 5-8 team members if consulting, and 10+ if from non-consulting background

Good-to-haves:

- Experience in Digital Startups / Front office technology solutions such as CRM, PoS implementation and adoption

- Digital Marketing improvement

- Loyalty program design and roll out

- If from consulting background, experience of having contributed to thought capital creation

Core skills & behaviors:

- Strong analytical and problem solving capability

- Excellent communication skills - verbal, written, leadership communication

- Strong PPT and Excel skills

- Delegation, prioritizing and maintaining focus

- Interacting and effectively building relationships with senior client stakeholders

- Managing critical situations - conflicts, challenges, objection handling

- Willingness to stretch, high learning agility and can-do attitude

Only Females please Apply for this role.