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Manager – Corporates – Customer and Digital

Date: Apr 14, 2019

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID135985BR
Job TitleManager – Corporates – Customer and Digital
CountryUnited Kingdom
LocationLondon
FunctionManagement Consulting
Service LineCustomer
Service Line InformationIn KPMG's Management Consulting practice, we don't limit ourselves to either strategy or implementation. Instead, we deliver both - equally well. Indeed, it's this broad capability that's seen us accelerate to become a 1000-strong team in less than five years.

Our Customer team are highly experienced sector specialists who help organisations, with increasingly complex challenges, to transform the performance of their core operations and supply chains.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
Our clients are facing a future of massive disruption driven by regulatory change, customer expectations, new competition and technology innovation. KPMG is expanding its Corporates (telecoms, Media, technology and Energy) Management Consulting team to help these companies to successfully navigate this disruption and take advantage of new opportunities.
This role is focused on building and leading teams of consultant to win and deliver projects specifically in the area of customer and digital. Our clients face challenges covering multiple ‘customer’ perspectives –redesigning their organisation structure and capabilities to put digital at its heart; redesigning key customer facing processes, often by introducing innovative digital technologies; rethinking how best to instil a truly customer-centric culture from the top of the organisation down to the front line; and how to ensure that the customer experience is a positive one irrespective of the channels used.

Our projects are rarely standalone and the successful candidate will need to work with capabilities and solutions drawn from across broader KPMG. The main focus is energy retail and water retail businesses.

Our Managers have a strong business development element to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities. The role will involve drawing insights and data from our existing projects for clients; working with our customer leadership team and a range of people from across the firm to develop tailored propositions drawing upon the rest of the firm; and engaging our clients with these value propositions.

You will be working with a vibrant and award winning Customer team focused on the Corporates sector and alongside our consultants working in other sectors. We are a growing business and there will be opportunity to develop and grow your career.

Role and Responsibilities

- Plays a key role in bidding, winning and delivering customer service transformation engagements of significant size and scope.
- Leads the origination of client’s solutions to their customer-related challenges in sales and/or service functions.
- Supports the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients.
- Develops relationships to identify and shape future solutions and engagements - working internally (with customer leadership, Consulting Industry Leaders, Client Lead Partners, Business Development Managers, other parts of KPMG) and externally (partners, allies).
- Ensures that customer transformation projects or their workstreams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks.
- Provides leadership within the Customer team, coaching and developing team members and running non-client initiatives, such as training or risk management,

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 customer service transformation projects in the UK
- From a major management consultancy practice or equivalent major system integrator
- Has 5+ years’ experience of winning and leading customer service transformation / operational support process redesign projects of significant size and scope for leading clients
- Comes with experience of working in the other sectors, such as financial services, retail, telco and transport & infrastructure would also be beneficial.
- Demonstrable effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.
- Personal networks across the power and utilities would be advantageous, as well as experience in creating new business development opportunities within the market.

Qualifications and Skills

- Experience of customer service transformation.
- Has led projects and/or workstreams within large projects that involve combining creative visioning, digital design and development, IT, and business change capabilities
- Strong project management skills.
- Strong people management skills.
- Strong attention to detail.
- Excellent facilitation and presentation skills.
- Good commercial awareness.
- Ability to rapidly identify issues and propose solutions.
- Ability to work independently with limited oversight.
- Ability to deliver high quality assignments under time pressure.
- Ability to grow and develop people working for them

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.

Returning to work after a break

At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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