Customer Performance Improvement-Dir

Job Description -- PricewaterhouseCoopers’ (PwC) Advisory practice helps global organizations attain increased performance by improving business practices and customer growth strategies. Using our deep understanding of finance, operations, marketing and sales, risk management/compliance and IT, we help our clients identify and implement customer growth and cost saving initiatives, improve management and control, identify and manage risk and improve quality.

We seek proven practitioners to provide focus on the optimization of our client?s core business activities fundamental to attaining profitable revenue growth. This involves assisting our clients in enhancing their revenue through attracting new customers, growing and retaining existing customers, while managing their costs. Current focus is to help our clients:

? Better understanding their customers,
? Develop relevant product and service propositions,
? Optimize their sales and marketing effectiveness,
? Enhance the effectiveness of their distribution channels, and
? Maintain cost control while achieving profitable revenue growth.

PricewaterhouseCoopers' Enhancing Customer Value practice has opportunities for a Director to develop, sell and deliver client services in the areas of customer analytics, sales and distribution, customer service and retention and customer performance measurement.

Years of Experience Required
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10+

Education Required
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Bachelor?s degree in Business Administration or Marketing; MBA or MA/MS a plus

Job Requirement Essential
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The ideal Director candidate will have recent client service/consulting firm experience and have 10+ years experience and a strong background within the customer life-cycle including performance and process improvement, attracting new customers, retaining existing customers, growing existing customers and managing profitability. This experience includes a track record of driving a book of business and developing and managing a high performance team in this area. Additional experience required:

? Management of Customer Information as a Strategic Asset ? Successful candidate should have the ability to capture customer information at every touchpoint, augment this information with external data to create customer insights that can be leveraged throughout the client organization.
? Measurements of Customer Ongoing Value ? Ideal candidate would have the ability to measure ongoing, potential profitability across the enterprise, identify which customers to retain and grow and determine appropriate service levels.
? Identification of Voice of the Customer- The candidate should be able to identify indicators of customer needs, wants, behaviors and satisfaction.
? Alignment of Marketing Strategy with Customer Value and Expectations-Individual should know how to formulate strategies that focus on reaping the value from targeted customers. This means tactics related to loyalty, retention, up-selling, cross-selling, and winning back valuable lost customers
? Integration across Business Units- The experienced candidate should demonstrate the ability to co-ordination across the organization of strategy, people, technology and processes. The implications involve issues ranging from cross-business unit funding to enterprise wide campaign management.
? Management of the Customer Experience- The Director should be able to design and implement consistent and balanced customer experiences. Managing a customer?s experience consists of components such as:
- customer knowledge and experience
- customer touchpoints
- customer propositions
- customer-intelligent, interactive marketing
- needs-based selling
- delivery of tailored offerings/ information sets
- multi-touchpoint customer care relationship.

Excellent verbal and written communication skills, the ability to multi-task, and a strong professional presence are required. The successful candidate will be asked to develop and drive a high performing team and book of business in Enhancing Customer Value practice.

Travel Required
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60- 80%

Type of Position
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Full Time