Customer Experience Manager

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Manager

Job Description & Summary

At PwC, our people in experience consulting specialise in providing consulting services focused on enhancing customer and employee experiences. These individuals analyse client needs, design and implement experience strategies, and offer guidance and support to help clients create memorable and impactful experiences that drive customer loyalty and employee engagement.

Those in experience strategy at PwC will specialise in developing comprehensive strategies to enhance customer and employee experiences. Your work will involve conducting in-depth analysis of market trends, customer insights, and organisational capabilities to define experience goals and objectives. You will be responsible for collaborating with clients to develop experience roadmaps, prioritise initiatives, and align strategies with business objectives to drive long-term success.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity
As part of the Integrated Customer Experience team you manage teams to execute experience engagements across various phases (e.g., strategy, design, execution). As a Manager you lead teams and manage client accounts, focusing on strategic planning and mentoring junior staff. You are accountable for maintaining project success and upholding standards, while leveraging team strengths and managing performance to deliver on client expectations.

Responsibilities
- Manage teams to execute experience engagements across various phases
- Strategically plan and mentor junior staff
- Confirm project success and maintain top standards
- Leverage team strengths to meet client expectations
- Manage client accounts and relationships
- Develop and coach team members
- Analyze and solve complex problems
- Drive quality deliverables across engagements

What You Must Have
- Bachelor's Degree
- 4 years of proven success in digital marketing roles with at least one year of managing teams

What Sets You Apart
- Significant abilities in managing experience engagements
- Proven leadership in establishing direction and creating trust
- Strength in collaboration and relationship-building skills
- Proficient written and verbal communication skills
- Ability to identify and scope new opportunities
- Understanding of broad economic landscape and market trends
- Ability to read complex situations and modify behavior
- Building quality, trusted relationships with team and clients

Travel Requirements

Up to 60%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

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