Manager - Customer Strategy
Manager Customer Strategy
Monitor Deloitte's Customer and Marketing Strategy professionals work with marketing executives, particularly CMOs, to design and deliver customer and marketing-anchored change and growth in their enterprises. Our services center on three types of customer and marketing transformations: growth and marketing transformation, marketing analytics and operations transformation, and customer experience and service transformation.
Work you'll do
You along with dynamic colleagues will help companies develop, implement, and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. As a Manager, you will lead and deliver large, complex client engagements that identify, design, and implement creative business and technology solutions for large companies. Manager level responsibilities include: providing service excellence by identifying key client business issues, determining client needs by supplementing the standard assessment techniques and tools with innovative approaches, evaluating and validating analysis and developing recommendations for the client in the context of the overall engagement. You will be expected to implement and oversee the quality of deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance. Managers participate in the development and presentation of proposals for business development activities. You will have the opportunity to lead small engagements or components of large, complex engagements.
Strategy & Operations
A part of Deloitte Consulting LLP, our Strategy & Operations consultants offer insightful recommendations and data-fueled strategies to help our clients address some of their most complex business issues. We are a diverse and talented team that supports a collaborative culture and delivers value through the application of technology, strategy, and process improvement. We tackle our clients' organizational strategy, financial management, supply management, innovation, and growth issues and help to enhance their business performance, productivity, and long-term profitability. Join us, and play a key role in designing our clients' roadmap to the future. Learn more about our Strategy & Operations practice.
Organizations need to grow with confidence in a world where the pace of change is rapid and sometimes unexpected. At Deloitte Consulting LLP, our consultants use cutting-edge expertise embedded with deep industry knowledge to help our clients act nimbly and decisively, driving enterprise value. Learn more about Monitor Deloitte.
- Providing subject matter expertise in Customer and Contact Center operations
- Experience in Customer Engagement or Customer Experience
- Experience in Customer Technologies such as Multi- and Omni-Channel
- Creating Contact Center Assessments across people, process, and technology and developing and delivering executive presentations.
- Leading Contact Center Outsourcing selection and ramp up.
- Creating robust business cases
- Conducting performance analysis utilizing system and human generated data
- Solid understanding of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one.
- Apply practical experience with the full lifecycle design and implementation of contact center client projects
- Driving decision making processes to assist clients with next step conclusions
- Identifying potential add on opportunities with existing clients
- A minimum of 6 years consulting and/or industry experience is required
- Bachelor's Degree
- Ability to travel 80- 100%
- Ability to work independently and manage multiple task assignments.
- Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
- Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
- An advanced degree
How you'll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
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Requisition code: E18NATCMGRTR104-SO
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One of the largest professional services organizations in the U.S., Deloitte delivers innovative solutions to the complex business problems facing companies around the world. Deloitte offers rewarding careers in four businesses—audit, tax, consulting, and financial advisory. Widely recognized for its inclusion initiatives, Deloitte is committed to building a workplace environment that allows people from all generations, ethnicities, and cultures to be their authentic selves.
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