Manager - Customer Strategy & Design
Deloitte
Date: 3 weeks ago
City: Midrand, Gauteng
Contract type: Full time
Company Description
At Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek.
Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems.
Deloitte offers career opportunities across Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) and Technology & Transformation (T&T).
Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level.
About Deloitte Consulting
Innovation, transformation and leadership occur in many ways. At Deloitte Consulting, our ability to help solve clients’ most complex issues is distinct. We deliver strategy and implementation, from a business and technology view, to help lead in the markets where our clients compete. Our professionals help clients identify and solve their most critical information and technology challenges, including strategy, procurement, design, delivery and assurance of technology solutions. Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long term projects with the urgency of immediate operational demands. We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities.
About Deloitte Digital
We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do.
Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures. We create innovative ventures, digital platforms, and more meaningful experiences. This transformation journey starts and ends with the customer, first understanding people’s real lives and then shaping your business future to deliver around them.
We call this Elevating the Human Experience.
At Deloitte Digital, we are all things customer. We focus all our talent, creativity and technology on all the connection points between an organization and its customer. We design and implement sales and service experiences, capabilities, and architectures to bring customer strategies to life. This includes sales experiences, omni-channel service experiences, marketing and commerce experiences.
We are focused on building a viable core Digital Customer Platforms practice with a focus on CRM to service our core customer domains of service excellence, sales transformation, marketing & commerce, and customer loyalty. This practice, however, does need a layer of service design and experience advisory capability, in addition to core CRM Practice capabilities, to provide the functional and “imagine” capabilities. Intention over time is to be able to scale the tech platforms as the core and work together with the rest of Consulting for missing capabilities. Deloitte’s Global Delivery Network will also become a key lever for scaling the business.
Job Description
We are seeking Manager with proven consulting experience in customer strategy and design. You will support the Customer & Marketing Leadership in delivery excellence to our clients on engagements / projects whilst being an Engagement Manager with a team to lead.
As a Manager your role will include:
Minimum Qualification required:
A total of 7+ years working experience:
Additional Information
At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.
Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.
Be careful of Recruitment Scams: Fraudsters or employment scammers often pose as legitimate recruiters, employers, recruitment consultants or job placement firms, advertising false job opportunities through email, text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information.
To help you look out for potential recruitment scams, here are some Red Flags:
At Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek.
Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems.
Deloitte offers career opportunities across Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) and Technology & Transformation (T&T).
Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level.
About Deloitte Consulting
Innovation, transformation and leadership occur in many ways. At Deloitte Consulting, our ability to help solve clients’ most complex issues is distinct. We deliver strategy and implementation, from a business and technology view, to help lead in the markets where our clients compete. Our professionals help clients identify and solve their most critical information and technology challenges, including strategy, procurement, design, delivery and assurance of technology solutions. Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long term projects with the urgency of immediate operational demands. We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities.
About Deloitte Digital
We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do.
Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures. We create innovative ventures, digital platforms, and more meaningful experiences. This transformation journey starts and ends with the customer, first understanding people’s real lives and then shaping your business future to deliver around them.
We call this Elevating the Human Experience.
At Deloitte Digital, we are all things customer. We focus all our talent, creativity and technology on all the connection points between an organization and its customer. We design and implement sales and service experiences, capabilities, and architectures to bring customer strategies to life. This includes sales experiences, omni-channel service experiences, marketing and commerce experiences.
We are focused on building a viable core Digital Customer Platforms practice with a focus on CRM to service our core customer domains of service excellence, sales transformation, marketing & commerce, and customer loyalty. This practice, however, does need a layer of service design and experience advisory capability, in addition to core CRM Practice capabilities, to provide the functional and “imagine” capabilities. Intention over time is to be able to scale the tech platforms as the core and work together with the rest of Consulting for missing capabilities. Deloitte’s Global Delivery Network will also become a key lever for scaling the business.
Job Description
We are seeking Manager with proven consulting experience in customer strategy and design. You will support the Customer & Marketing Leadership in delivery excellence to our clients on engagements / projects whilst being an Engagement Manager with a team to lead.
As a Manager your role will include:
- Support project delivery of Customer Strategy and Design projects:
- Customer strategy
- Segmentation
- Product innovation & design, product strategy management & delivery
- Growth strategy
- Proposition design
- Research & insights
- Customer centred operating models
- Data and analytics
- Digital marketing
- Pricing & promotions
- Experience design
- Delivery Excellence: Deliver exceptional quality results to our clients by leveraging CS&D tools, methodologies and ways of working.
- Apply deep knowledge of disruptive trends and competitor activity to drive continuous improvement and relevant strategy work.
- Apply customer & marketing segmentation to solve for relevant strategy approaches for our clients
- Assist clients to identify the right key performance indicators (KPIs), highlight areas of improvement, and influence their strategy.
- Build and maintain strong professional client relationships through delivery excellence
- Exhibit exceptional communication skills, capable of articulating complex technical concepts clearly and compellingly. Inspire and influence stakeholders at all levels through well-structured arguments and trade-offs supported by evidence, evaluations, and research.
- Develop solutions that solve complex business problems with valuable outcomes, ensuring high-quality, lean designs and implementations.
- Support Senior Manager in proposal development for potential clients
- Manage and develop project teams to deliver tailored strategic solutions across client engagements
- Establish a strong delivery leadership brand and inspire the team through passion, integrity and appreciation of others
Minimum Qualification required:
- Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related
- Industry-specific qualifications or an equivalent
- Whilst not a strict requirement, an MBA or Masters in the relevant field of study is a definite advantage
A total of 7+ years working experience:
- Deep functional knowledge in one or more of the following areas:
- Customer strategy
- Segmentation
- Product innovation & design, product strategy management & delivery
- Growth strategy
- Proposition design
- Research & insights
- Customer centred operating models
- Data and analytics
- Digital marketing
- Pricing & promotions
- Experience design
- Minimum 5 years in a client facing role as well as 3 years in a management role with a focus on Customer Strategy & Design
- Experience with a Tier-One Professional Services Firm and/or leading blue-chip organisation in related industry vertical
- Experience leading and managing multidisciplinary project teams to deliver tailored strategic solutions across or in chosen industry vertical
- Ability to manage and execute projects
- Soundly skilled in providing vision and strategy for client proposals
- Excellent report writing skills
- Good financial knowledge
- Significant business acumen
Additional Information
At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.
Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.
Be careful of Recruitment Scams: Fraudsters or employment scammers often pose as legitimate recruiters, employers, recruitment consultants or job placement firms, advertising false job opportunities through email, text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information.
To help you look out for potential recruitment scams, here are some Red Flags:
- Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks, job training, or supplies.
- Requests for Personal Information: Be wary if you are asked for sensitive personal information, especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g., government issued numbers or identity documents, passports or passport numbers, bank account statements or numbers, parent’s data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process.
- Unprofessional Communication: Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand.
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