Senior Manager/Director - Customer Consulting

Key Responsibilities:1. Lead client transformations across sales, marketing and service:

• Partner with CXOs and business heads to define the customer, sales, marketing, and service transformation agenda.

• Translate boardroom ambition into clear roadmaps with measurable impact across revenue, acquisition, retention, loyalty and service experience.

2. Design winning commercial and growth strategies:

• Develop growth, market entry and gotomarket strategies for priority segments and channels.

• Shape programs on channel and influencer strategy, distribution expansion, salesforce effectiveness, trade marketing/ loyalty programs, key account management, and broader routetomarket optimization.

• Support pricing and portfolio strategy to drive profitable, sustainable growth.

• Lead omni-channel transformation define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys.

• Drive e-commerce and marketplace acceleration where relevant (e.g., B2B platforms, e-retail, D2C), incl. assortment, content, promotions and partner management.

3. Drive digital and AIled transformation:

• Identify use cases where digital, data and AI can transform sales, marketing, service and channel performance. Work with client and internal teams to design and implement solutions (e.g., digital tools for salesforce and influencers, selfservice portals, personalization engines, nextbestaction models, performance dashboards).

• Build adoption and embed new digital ways of working.

4. Drive execution and impact on the ground:

• Lead multidisciplinary teams to pilot, scale and institutionalize new practices across regions and channels.

• Set up performance dashboards, review cadences and governance to ensure impact is delivered and sustained.

5. Bring insight and innovation:

• Use data, analytics and market research to uncover growth opportunities, customer pain points and channel gaps.

• Stay ahead of sector trends (e.g., digital channels, influencer ecosystems, loyalty, productivity tools) and convert them into pragmatic, implementable solutions.

6. Build capability for clients and our firm:

• Coach client teams on new processes, tools and behaviours across sales, marketing and service.

• Mentor junior consultants and contribute to building our Customer Transformation practice.