Senior Consultant/Principal Consultant/Director - Customer Strategy - Sales Transformation - Consulting Firm

Customer Experience

Aligning brand promise, products and services, channels and pricing for customers- touchpoint and consumption experiences. Customer Experience one of the key sources of competitive advantage. Build customer engagement and revenues; get it wrong and risk losing customers, negative impact on your corporate reputation and loss in revenues and market share.

- Map the customer journey, identify the moments that matter, and design and implement a differentiated customer experience that delivers on your brand promise.

- Develop a multi-channel experience that is integrated across channels and to back-office systems to deliver a seamless experience.

- Identify how digital technologies can optimize and enhance the customer experience, whether through new channels or new products and services.

Critical must-haves:

- Market sizing and market entry strategy

ANY OF : Design of Customer Experience design AND / OR Customer analytics (Segmentation, Sales, Marketing, Service) resulting in clear business outcomes AND / OR Contact (Call) center design, conversion rate & process improvement

- Business casing/business modeling experience

- Sales uplift / revenue growth

- If from a consulting background, should have led individually large workstreams or small projects (such as market entry strategy, sales process design to execution, digital channel sales uplift for a specific product line etc.)

Good-to-haves:

- Multi-channel management, retail store operations management

- 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

- Strong individual contributor & as a good to have: Team leadership - past experience of leading 1-2 member teams (if consulting background) and 3-4 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

Professional and educational background :

- Should have 3 to 10 years of relevant work experience post MBA; MBA from IIMs / XL, Candidates preferred from consulting background.

- Alternatively candidates from industry background willing to join consulting domain (B2C companies - sectors of FS & Insurance, or hospitality, travel, telecom, retail, health & wellness); can also be looked at requires more number of relevant work ex years if from industry background.