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Customer, CRM and Digital Transformation - Senior Manager (Corps)

Date: Jul 18, 2021

Location: London, United Kingdom

Company: KPMG UK


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 knowledge and experience of customer-facing functions and operations (Marketing, Sales, Ecommerce, Field Service, Customer Service) Salesforce Cloud design and implementation programmes. We want individuals who understand the technology but can shape and define the strategic business transformation agenda. This is a high-profile role within the team, requiring a balance of business development, sales origination and client delivery.

Role Overview

This is a client facing role which focuses on leading on and overseeing large customer-centric CRM-based change programmes. Senior Managers are responsible for driving the connected customer agenda, bringing the best capabilities for improving customer experience and building and maintaining client relationships. The Senior Manager has a track record of working across industries, with significant experience of Corporates’ target sectors.

This role is focused on building and leading teams of consultants and technologists to win and deliver 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.

Senior 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 working across the firm to develop tailored propositions; and engaging our clients with these value propositions.

Key Responsibilities

The Senior Manager’s key responsibilities include to:

Have a strong, working knowledge of strategic CRM investments and initiatives across the front-office functions and how to structure these into a transformation project

Developing projects’ business case and benefits tracking

Work with our Connected Technology Salesforce and Microsoft teams to prototype, test, integrate technology

Lead 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.

Build new and maintain existing client relationships to generate longer-term revenue

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, CPQ, FSL, Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud, Mulesoft, Community Cloud.

Interested and experience in business development activities, responding to RFPs from a technical and commercial perspective

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 experience of working in one of these industries – FMCG, retail, automotive, utilities, business services, manufacturing and telco.

Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.

Qualifications and Skills

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

- Significant experience in front-office functional transformation based on Salesforce or Microsoft CRM solution stacks

- Excellent project and programme management skills including experience in large cross functional and/or cross geographical programmes

- Experience in managing client relationships

- Leading bid teams, including demonstrable examples of winning revenue for a business

- Articulate the value of the CRM platform technologies in business to a non-technical audience in a clear and compelling fashion.

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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