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Manager - FS Customer Manager

Date: Nov 13, 2021

Location: London, United Kingdom

Company: KPMG UK

This is a client facing role which focuses on leading and overseeing large customer-centric programmes to drive transformational and disruptive change. Managers are responsible for driving the connected customer agenda, bringing the best capabilities for improving customer experience.

The Manager draws on their skills to understand the client’s business problems, knowing the industry to design, implement and scale relevant solutions for our clients.

Managers will need to be capable of assessing a client’s business strategy, customer capability and operations for sizeable customer opportunities.

This role is focused on building and leading teams of consultants to win and deliver customer focussed projects. Our projects are rarely standalone, and the successful candidate will need to work with capabilities and solutions drawn from across KPMG.

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 existing projects; working with the leadership team and a range of people from across the firm to develop tailored propositions; and engaging our clients with these value propositions.

— Work with the client to shape and develop their transformation roadmap and change portfolios
— Ensure that customer transformation projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks.
— Designing future operating models
— Developing projects’ Business case and benefits tracking
— Lead the origination of client’s solutions to their challenges in sales and/or service functions
— Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope
— Help clients focus on generating value through their customer initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly
— Support the Customer and Digital Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients
— Develop relationships to identify and shape future solutions and engagements - working internally (with Digital Architects, Consulting Industry Leaders, Client Lead Partners, S&D, Business Development Managers, other parts of KPMG) and externally (partners, alliances).

Leadership & Management:

Successful candidates will be expected to provide leadership within the Customer Team, coaching and development of team members alongside running non-client initiatives, such as training or risk management

Stakeholder Interaction & challenges:
Managers will interact with internal and external c-suite level stakeholders, and will be expected to build and maintain these relationships regularly.

Impact, Risk, Accountability & Governance:
Managers are integral to our business and are expected to deliver complex engagements, lead teams and be involved in the development of team members. Managers are engagement managers acting on behalf of KPMG from a risk management perspective and are expected to deliver all engagements to a satisfactory level.

— Comes from a sales background or programme management background with experience of working in start-ups, product development / agencies or management consulting
— Have experience of a variety customer centric Transformation or Strategic propositions including sales and marketing. You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to demonstrate this
— Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders

— Have a demonstrable knowledge of innovation including approaches, segmentation, and technology
— Has experience of weaving a solution based on current technologies from ideation to delivery

Expertise / Technical role requirements
— Experience in digital transformation
— Strong understanding of the application of agile methodology in both product development and organizational structure
— Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer and Digital to deliver a wider transformation programme

— Strong project management skills including experience in large cross functional and/or cross geographical programmes
— Run compelling workshops, to extract and challenge information from client SME’s and successfully guides participants through unknown territories
— Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues.
— Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations
— 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

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