The Company

The client is based in 21 UK locations, with over 9,500 staff nationwide.  They are renowned in the marketplace for their innovative and collaborative culture, commitment to delivering an outstanding quality of client service and enabling their own people to excel in everything they do.

The company’s breadth and depth of services make it a leading force in its chosen areas of business – audit, tax, consulting and corporate finance – and it works with clients who vary from owner-managed businesses to large multinational operations. It takes pride in a long-standing reputation for providing an efficient service, an independent approach and world-class expertise.

The Team

The Customer Management Team has achieved year-on-year revenue growth of 24% and with over 140 professionals they are one of the UK’s leading and most distinctive providers of customer-centric business solutions.  Focussing on the three areas of sales, customer service and marketing, they deliver solutions that maximise the value of their client’s customer relationships.

The company’s capabilities are much broader than those of the traditional CRM houses, they include: Customer and channel strategy, sales / marketing / service capability design, strategic / tactical operational improvement, technology solutions, organisational design and management of change around the resulting implementations.  Whether their clients want to capture new customers or maximise the value from their existing customer relationships the Customer team can help.

Given the current market environment, there has been significant growth in projects aimed at reducing cost-to-sell and cost-to-serve for their clients.  This is on top of a bedrock of interesting and varied assignments with businesses which are growing, changing or looking to address new markets.  They are therefore looking for motivated business consultants with a proven track record of working in the customer facing functions of their clients to be part of, or lead, their engagements in these areas.

The Person

General consulting
For Senior Consultant grade positions, the consultancy anticipate recruiting individuals with following skills and experience:

• management of workstreams within a large project (client-facing or internal) and with direct responsibility for at least 2 personnel
• responsibility for successful execution of workstream project deliverables including
• scoping, planning, reviewing and achieving sign-off
• contribution to the successful management of project financials through careful control of team scope, resources and time)
• experience of working with a wide range of stakeholders with some engagement at the senior level (from middle management to board level)
• proven capability in team management comprising both internal and client personnel
• analytical skills used to derive insight from complex and varied information sources and the ability to draw sound recommendations
• excellent written and verbal communication skills including presentations, chairing meetings, workshop facilitation, business and report writing
• experience of balancing project work (ie client deliverables) with contributions to practice management (e.g. professional development, methodology creation, proposal development, knowledge management)

Customer Management consulting
The client is keen to hear from candidates who can demonstrate the following expertise in relation to the Sales, Service or Marketing functions of an organisation:

• experience in articulating strategy and vision
• good understanding of, and ability to design, operating models
• solid business process design and business process re-engineering skills
• expertise in systems implementations, involving the full development lifecycle from analysis through design, build and test to deploy, stabilise and optimise
• relevant experience in the change management effort required when enabling change (e.g. training, stakeholder management, role transitions, journey maps, communications or organisational design)

Growth and focus areas
Due to their anticipated growth in some key focus areas, the consultancy would particularly welcome applications from candidates with experience in the following domains:

• development of Target Operating Models including Sales, Marketing and Customer Service functions
• broad experience of change in the Front Office (Sales, Marketing or Customer Service) with an interest in projects to increase revenues at major clients
• all aspects of Sales Force Effectiveness, and particularly Sales Strategy, Customer and Account Segmentation, Sales Management and Sales Process Improvement

Industries
As a Senior Consultant, the consultancy would expect a range of experience across multiple industries but for candidates to be at the stage in their career to start to specialise. They are particularly interested in individuals who can demonstrate passion for and experience in one or more of the following industry sectors:

• Financial Services, and particularly Retail Banking, Retail Investments and Corporate Pensions, Life & Pensions, General Insurance and Wealth Management.
• Private Sector (Consumer Business, Technology Media & Telecoms, Consumer Commerce and Industry)

Other

• Extensive travel may be required from time to time
• Right to live and work in the UK
• Minimum 2:1 degree or equivalent from a reputable university

To apply for this role, please email your CV to recruit@mcgrawstone.co.uk