Consulting Manager - Customer Experience
About the job
Who We Are
Established in 2002, Ventures Middle East (VME) is an international management consulting company providing strategic business advisory services across the GCC and the wider MENA region.
Since inception, our multinational executive leadership team empowers clients with access to an established business network, market insights and the competitive edge necessary for success. We cover all sectors and industries and provide unparalleled customized analysis and superior strategic insights.
Responsibilities
Client Consultation: Collaborate with clients to understand their business objectives and customer experience challenges.
Assessment and Analysis: Conduct thorough assessments of the client’s current customer experience programs, analyzing data and customer feedback to identify areas for improvement.
Strategy Development: Develop and propose tailored customer experience improvement strategies, which may include process improvements, technology implementations, and cultural changes.
Project Management: Oversee the execution of customer experience improvement initiatives, ensuring they are completed on time and within budget.
Team Leadership: Lead and manage a team of consultants, providing guidance, training, and support to help them deliver high-quality services to clients.
Data Analysis: Utilize customer feedback, surveys, and data analytics to make data-driven recommendations for improvements.
Technology Integration: Recommend and oversee the implementation of customer experience management tools and technologies to streamline processes and gather relevant data.
Training and Development: Create and deliver training programs for client teams to enhance their understanding of customer experience best practices.
Performance Monitoring: Continuously monitor and measure the effectiveness of customer experience improvements, making adjustments as necessary.
Reporting: Provide regular reports and updates to clients on the progress of customer experience initiatives, highlighting key performance indicators and areas of success.
Best Practices: Stay current with industry trends and best practices in customer experience management and apply this knowledge to client projects.
Qualifications
A proven track record of delivering successful customer experience improvement projects.
Knowledge of industry-specific customer experience challenges and solutions.
Leadership Skills: Strong leadership abilities.
Communication Skills: Excellent verbal and written communication skills.
Client-Focused Approach: A deep understanding of client needs and the ability to build lasting relationships with clients
Project Management Abilities: Experience in managing consulting projects, including planning, execution, and delivery
Experience in Project management, Strategy & Transformation experience, Customer Experience, Digital Transformation. (PMP certification will be a plus)
Minimum 7 years of experience with 4+ years of consulting firm background.
Willingness and ability to travel if required.
Excellent organizational skills, having the ability to prioritize workload whilst being resilient and being able to cope well under pressure and meeting tight deadlines
Language Skills: Excellent communication skills (verbal and written). Arabic Proficiency in delivering and presenting is a must.
