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

Date: Oct 13, 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.

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.

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


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. This role is focused on building and leading teams of consultants and technologists to win and deliver Salesforce enabled projects. Senior Managers have a commercial focus to their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities.

Key Responsibilities

Work with the client to shape strategic CRM initiatives and structure and deliver these in an end-to-end front office transformation

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.

Developing projects’ business case and benefits tracking

Work with our technology teams to prototype, test, integrate technology

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

Skills and experience

From a consulting, technology services or industry-based CRM programme delivery background with experience of designing, building and delivering solutions

End-to-end front-office functional transformation based on Salesforce or Microsoft CRM solutions tacks, from requirements gathering workshops to post-implementation support and adoption analysis

Identifying new business opportunities and leading bid teams to win revenue for a business

Senior level stakeholder engagement and management, including maintaining client relationships

Articulating the value of the CRM platform technologies in business to a non-technical audience

Strong understanding of the application of agile methodology

Familiarity with Multi-cloud and vendor solutions such as, CPQ, FSL, Commerce Cloud, Marketing Cloud, Sales Cloud, Service Cloud, Mulesoft, Community Cloud.

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