• Manager - Customer Experience Journey, Advisory Jobs in Riyadh - 2091123

    KPMG Fakhro
  • 8 - 10 Years
  • Riyadh - Saudi Arabia
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Job Description

JOB PURPOSEManages one or more client Customer Experience Journey engagements or components of large scale Customer Experience Journey engagements of moderate complexity Provides technical knowledge, coaching and training to junior team members Ensures effective engagement management by achieving the required realization, revenue and profitability targets May participate in day to day management of team on engagements including coaching, providing constructive feedback and performance development This role also has an increased focus on business development and building networksKey ResponsibilitiesClient Management- Manages one or more client Customer Experience Journey engagements of moderate complexity independently consulting with PartnersDirectors as appropriate- Manages Customer Experience Journey commercial aspects of an engagement to achieve desired levels of Quality and profitability; including expected utilization and productivity targets- Develops and maintains external networks, including peers in other organizations, KPMG alumni, global contacts, social contacts and existing clients- Uses knowledge of KPMG s broad service offerings to actively generate new business opportunities- Contributes towards the development of Customer Experience Journey case studies, proposals, deliverables or other valuable engagement know ledge Ensures such know ledge is recorded appropriately to enable access and use by others within the firm- Starts to specialize and contribute to a technicalpractice area Develops greater industry know ledge and continues to demonstrate credible know ledge of economic, political and market trends- Maintains an awareness of market trends, competitor activity and productsservicesQuality Management- Executes Customer Experience Journey projects to a level that meet member firm s Quality standards within commercial context- Manages Customer Experience Journey scope and delivers timely and quality deliverables- Communicates risk and issues early to Leaders as appropriate- Contributes towards creating innovative and repeatable solutions which strengthen business performance and differentiate KPMG from our competition- Anticipates current and future needs of the firm based on extensive research and deep understanding of client businessindustry- Holds review (s) on completion of projects to identify lessons learned and enhance future quality and commercial planning- Works on CPD to maintain professional statusaccreditationPeople Management Responsibilities- Identifies development needs of team and provides coaching, mentoring and stretch assignments to attract, develop and retain our most talented colleagues- Plans and seeks opportunities to allocate team members responsibilities that will enable them to learn new skills that align to their goals- Meets KPMG deadlines throughout the Performance Development cycle for self and team [if Performance Manager] including; seeking quality feedback, goal-setting, providing input into engagementproject reviews, cascading own goals and regular conversations with apraisees and team members, to a standard expected under Open Performance Development- Effectively supports and manages underperformance, in line with local guidance and policies- Takes action to ensure wellbeing matters are properly handled and resolved by and escalates as appropriate- Ensures team accurately charge time to Engagement codes to see true value of work delivered and to recognize individualteam effort- Builds constructive working relationships across different teams and countries Shares internal networks with others to support an understanding the breadth of capabilities at KPMG- Shares knowledge with other KPMG colleaguesteams and contributes to the development of know ledge resources- Embraces Global People Survey (GPS) andor wider people focused actions and initiatives which drive cultural improvement across their local team(s)- Manages on boarding of new starters, including buddy responsibilitiesPerforms other responsibilities and tasks as directed by the TBD In order to meet objectivesQualifications- Bachelor degree in Business Administration, Marketing, industrial engineering, or any related disciplineYears of Experience- Minimum of 8 -10 years of relevant experience with at least 3 - 4 years in a similar roleNature of Experience- Hands-on experience in customer strategy development, customer relationship management, customer s segmentation and channels development- Hands-on experience in operating models development- Background in digital transformation- Experience with retail, telecom, banking, and citizen services organizations- RetailE-commerce research experience in a global context- Hands on qualitative and quantitative research experience, particularly customer interview moderation- Hands-on qualitative research experience of study design, using a range of techniques (eg depth interviews, focus groups, online communities, diary studies and usability research)- Quantitative research experience, particularly with survey design- Experience in areas such as internet, retail, consumer goods or research firms, with extensive experience leading customer research projects- Big-4 experienceJob Specific Skills- Excellent interpersonal skills and ability to interact with professionals at all levelsStrong analytical and problem solving skills- Written and verbal communication, presentation and persuasion skills- Project management skills- Excellent business acumen & analytical skills- Extensive knowledge of Microsoft Excel and PowerPoint- Strong work ethic and must be proactiveself-starter- Ability to engage in and enrich discussions, problem solving, and strategic planningBusiness Language Skills- Fluent written and spoken English essential

Profile Summary

Type:Company Job

Eligibility:Bachelor of Business Administration(Managem ent), Bachelor of Technology/Engineering (Any, Production/Industrial) .

Industry:Accounting & Auditing

Function:Sales / Business Development

Deadline:06th Oct 2019

Company Profile

Not Mentioned

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