Customer Manager Performance Improvement at Point2Point Consultative Recruitment

Job description

As Performance Improvement Manager - Customer, you'll actively establish, maintain and strengthen internal and external relationships. With guidance from partners, directors and senior managers, you'll identify potential business opportunities.

Drawing on your knowledge and experience, you'll create innovative commercial insights for clients, adapt methods and practices to fit operational team and cultural needs and contribute to thought leadership.

The candidate must have complete mobility to work in a temporary basis out of South Africa however majority of the work will be in Africa, Middle East and India.

• You'll actively contribute to improving operational efficiency on projects and internal initiatives. In line with our commitment to quality, you'll consistently drive projects to completion and confirm that work is of high quality. Your role in leading teams - or parts of teams - on engagements will depend on the size of engagement. When working on engagements, you'll report to higher levels of management, who will expect you to anticipate and identify risks, and escalate any issues as appropriate.
• As an influential member of the team, you'll help to create a positive learning culture, coach and counsel junior team members and help them to develop.

Client responsibilities

• Participate in Customer engagements
• Help manage the financial aspects of engagements by organizing staffing, tracking fees and
• communicating issues to project leaders
• Participate in business development initiatives
• Build strong internal relationships within Ernst & Young Advisory Services and with other services
• across the organization
• People responsibilities
• Develop people through effectively supervising, coaching, and mentoring staff
• Conduct performance reviews and contribute to performance feedback for staff
• Contribute to people-related initiatives including recruiting, retaining and training Customer professionals
• Maintain an educational program to continually develop personal skills for staff
• Understand and follow workplace policies and procedures and communicate these to all levels of staff
• Technical skills requirements

You'll have knowledge and experience of a number of the following areas:

• Customer strategy, including customer experience and customer operating model
• Sales and channel management, including sales force and marketing effectiveness, bid
• management effectiveness and channel optimization
• Customer service improvement, including customer service performance improvement,
• customer service recovery and contact centre optimization
• Customer intelligence and economics, including customer acquisition and retention, account and channel segmentation
• You’ll have knowledge and experience in one or more of Ernst & Young's priority industry sectors:
• Government & Public Sector
• Utilities
• Consumer Products
• Banking and Insurance