Customer & Front Office Transformation Manager in London

Line of Service

Advisory

Industry/Sector

Retail

Specialism

Technology Strategy

Management Level

Manager

Job Description & Summary

About the role
At PwC, our Customer / Front Office team helps clients transform how they attract, engage, sell to, serve and retain their customers. We work across sales, service and marketing to improve customer outcomes, commercial performance, operational efficiency and employee experience.
We support clients with customer-led transformation challenges including sales and service effectiveness, marketing transformation, customer journeys, contact centre and field service transformation, operating model design, process improvement, digital enablement, data, automation and AI.
This role is suited to a strong consulting generalist who can work across sectors, quickly understand different client contexts, and bring structure, insight and momentum to complex customer and commercial challenges.

As a Manager in this team, you will help deliver client engagements and develop our people. You will lead workstreams or small project teams, manage day-to-day client relationships, coach junior colleagues, and take ownership for the quality of your work.

You will help clients diagnose issues, identify opportunities, design practical solutions and support delivery of change across sales, service and marketing. This may include analysing customer journeys, operating models, processes, data and technology landscapes; facilitating workshops; developing recommendations; and producing client-ready materials.

You will also contribute to the growth of the practice through proposals, credentials, client conversations, thought leadership and proposition development. You will work collaboratively across PwC, including with sector teams, technology specialists, data teams, operations specialists, alliances and delivery centres.

What your days will look like:

• Lead workstreams or small project teams across customer-led transformation engagements.

• Analyse client challenges across sales, service and marketing, identifying opportunities to improve customer outcomes, commercial performance and operational effectiveness.

• Support the design and delivery of solutions across areas such as sales effectiveness, service excellence, contact centre transformation, field service improvement, marketing transformation, customer journeys, operating model design, process optimisation and technology-enabled change.

• Manage day-to-day client relationships, including facilitating workshops, presenting findings, managing actions and handling challenging conversations appropriately.

• Coach, develop and review the work of junior team members, helping them build consulting skills and customer transformation knowledge.

• Contribute to business development activity, including proposals, credentials, client conversations and proposition development.

• Build your knowledge of customer, sales, service and marketing trends, including digital, data, automation, AI and emerging technologies.

• Uphold PwC’s standards for quality, risk management, independence, professional conduct and client delivery.

This role is for you if:

• Experience delivering customer-led transformation work across one or more areas of sales, service, marketing, customer experience, operating model design, process improvement, digital enablement or technology-enabled change.

• Strong consulting skills, including problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.

• Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.

• Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning.

• Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment.

What you’ll receive from us:

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Coaching and Feedback, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, E-Commerce, Embracing Change {+ 22 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 60%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

Yes

Job Posting End Date