• Job in a Leading Customer Experience Company via Divitiae Limited

  • Posted on: 5 May, 2016 Deadline: 20 May, 2016
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  • Divitiae Limited, on behalf of a leading Customer Experience Company (the Hiring Company), is looking for a strategy consultant with proven consulting experience who will head the Hiring Company's Customer Experience Advisory unit.

    Head, Customer Experience Advisory


    Job Description
    The role is a senior leadership one, reporting to the Managing Director. As a member of the Leadership team, the areas of focus are:

    • Provision of insightful and strategic thought leadership, industry experience, analysis and expert advice to clients on superior and revenue enhancing customer experience strategies
    • Efficiency of implemented solutions
    • Growth and effective management of the Customer Experience Advisory Business

    Financial Dimension:

    • Revenue growth and cost efficiency

    Relationship Dimension:

    • Develop new and manage existing business relationships
    • Manage a team of analysts
    • Collaborate with other unit heads on Projects
    • Leadership Dimension:
    • Shape and drive the Hiring Company’s Business Strategy
    • Membership of the Hiring Company’s Management Committee
    • Attendance at Board Meetings
    • People Leadership

    Key Responsibilities
    1.) Client Engagement and Management:

    • Win new businesses
    • Initiate and drive initial meetings with the Client’s management team to establish the requirements of the advisory project, define project standards, goals, budgets and deadlines
    • Preserve existing and grow new client relationships

    2.) Provide the strategic thinking for and lead the delivery of excellent Customer Experience Advisory to clients:

    • Understand the Client’s strategic objectives
    • Conduct an audit of client’s current strategy in order to clarify and define strategic and operational problems
    • Collect, analyse and interpret data and assess the pros and cons of possible strategic options in service of actualising client’s objectives
    • Recommend strategic options to the client and facilitate the selection of the optimal solution
    • Prepare a strategic plan for the optimal solution
    • Collaborate with other unit heads to implement the agreed solution
    • Develop change management approaches that will facilitate the effective implementation of desired transformation in the client organisation
    • Monitor and measure efficacy of implemented solutions

    3.) Create Industry Specific Insight:

    • Conduct objective research on industry specific market trends, competitors, product demands etc. that will allow clients/users make informed industry specific decisions

    4.) Project management: create and institutionalise an efficient project management and reporting system to ensure service quality and compliance with objectives, budget, deadlines, client and regulatory requirements

    5.) People Leadership:

    • Organise and manage project team members to ensure tasks and responsibilities are delivered according to predefined quality standards and in a timely manner
    • Coach and develop the Advisory team

    Qualifications, Experience and Attributes

    • First degree; a post graduate degree is an additional advantage
    • Very good track record of project delivery and growth in a renowned Consulting firm
    • Strong business and commercial awareness
    • Very good numerical skills
    • Strong analytical and problem solving skills
    • Very good interpersonal skills
    • Excellent written and verbal communication skills
    • Excellent people leadership skills
    • Very good organisational skills
    • Proficient in the use of Microsoft office packages
    • A proven track record of establishing and maintaining strong relationships with clients
    • Excellent presentation and reporting skills
    • Aggressive self-developer
    • Pro-active, focused, self-motivated and initiative driven
    • Entrepreneurial and resourceful
    • Collaborative
    • Flexible working options are available.

    Method of Application

    Applicants should send their CV's & application letter to recruitment@divitiae-ng.com quoting reference number: HCEA001 in the 'Subject Field'.

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