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Customer, CRM and Digital Transformation - Manager

Date: Oct 13, 2021

Location: London, United Kingdom

Company: KPMG UK

Background
Our clients are facing a future of massive disruption driven by shifting customer and consumer expectations and behaviours, digital technology, advanced analytics, new competition, and regulatory change. KPMG is expanding its Corporates Management Consulting team to help our clients to successfully navigate this disruption and take advantage of new opportunities.

Our ambition is to become the digital transformation go-to partner for our clients, helping them to deliver greater business value from their marketing, sales, commerce and service functions and capabilities. Through our Powered Customer proposition we deliver accelerated enterprise business transformation using cloud-based solutions, pre-designed assets and leading practices to enable our clients to make better, faster decisions, resulting in a quicker, more outcome focused implementations with faster return on investment. Our approach and solutions combine the breadth and scale of KPMG’s leading advisory and technology practices, capabilities and insight to drive real transformation, real change, real outcomes.

You will join the KPMG Customer team within Consulting, sitting in our transformation capability. The role will focus on our Powered Customer proposition, which leverages our Salesforce and Microsoft technology expertise and alliances to design, build and deliver solutions that unlock value. Our management consultants and our technology consultants are the same – client focused, functional advice combined with technology enablement, one team, one dialogue, driving change and outcomes.

We need talented individuals with experience of the transformation of customer-facing functions and operations (Marketing, Sales, Ecommerce, Field Service, Customer Service). We want individuals who understand the technology but can define the business requirements.

Role Overview
This is a client facing role which focuses on delivering customer-centric CRM-focused change projects and work-streams. Managers are responsible for bringing the best capabilities for improving customer experience and building. The Manager has a track record of working across industries, ideally with experience of Corporates’ target sectors.

This role is focused on being part of multi-disciplinary teams of consultants and technologists, winning and delivering Salesforce enabled projects. Our projects are rarely standalone and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG.

Managers have a role in improving our practice; through proposition development, marketing and community development.

Key Responsibilities

— Have a working knowledge of strategic CRM investments and initiatives across the front-office functions and how to structure these into a transformation project
— Input to developing projects’ business case and benefits tracking
— Work with our Connected Technology Salesforce and Microsoft teams to prototype, test, integrate technology
— Support in the origination of client’s solutions and to lead the bidding, winning and delivering of CRM-enabled digital transformation engagements of significant size and scope.
— Help clients focus on generating value through their CRM and front-office investments, with a clear performance focus and value creation.
— Support the Customer leadership team together with Consulting Market Leaders to build and action Go-To-Market plans within their industry, focussed on target clients.
— Ensure that projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed risk frameworks.
— Experience leading local and distributed teams effectively
— Experience of multi-cloud and vendor solutions such as Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud, Community Cloud.
— Experience of end-to-end solution delivery, from requirements gathering workshops all the way through to post-implementation support and adoption analysis

Experience and Background
We are looking for someone with a strong work ethic to join a dynamic and fast-growing part of our business, and who will play a key role in delivering Powered Customer projects in the UK.

— Comes from a consulting or technology services background or industry-based CRM programme delivery background with experience of designing, building and delivering solutions.
— Have experience of CRM-enabled transformation across front-office functions.
— Comes with some experience of working in one of these industries – FMCG, retail, automotive, utilities, business services, manufacturing and telco.

Qualifications and Skills
More specifically the successful candidate must be able to demonstrate the following key skills:

— Experience in front-office functional transformation based on Salesforce or Microsoft CRM solution stacks
— Project and programme management skills including experience in cross functional and/or cross geographical programmes
— Strong understanding of the application of agile methodology
— Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations. Ability to work independently with limited oversight.
— Strong attention to detail.
— Excellent facilitation and presentation skills.
— Excellent commercial awareness.
— Ability to deliver high quality assignments under time pressure.
— Ability to grow and develop people working for them.


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