Customer Advisory Senior Manager at Accenture

Job Description

Customer Advisory Senior Manager – Accenture Song

• As a Customer Advisory Senior Manager at Accenture Song, you will lead and shape transformative customer strategies by integrating business design, and consulting expertise across the fields of Marketing, Commerce, Service and Digital Products in a rapidly transforming customer landscape. You will collaborate closely with multidisciplinary teams across Accenture and with our clients to design and launch world class human-centric products and platforms, re-imagining experiences with digital, data, AI and technology to drive growth and customer value.
• Our Accenture Song South Africa team accelerates growth and value for our clients through sustained customer relevance. We are a bold team of creatives, designers, technologists, strategists and engineers working together to make possibilities a reality. We are purpose-built to help businesses serve the modern consumer and their ever-evolving needs.
• You will learn and grow within a ground-breaking culture that thrives on shared success, diverse and innovative patterns of thinking that enables boundary-less possibilities that can drive your career path in new and exciting ways. This is a fast-paced and client-centric focused environment. We have a constant focus on our people development and a collaborative and mutually encouraging culture.
• We are looking for experienced leader or senior manager who can work with clients and account teams to develop and contextualise our proposition to meet a client’s digital, omni-channel customer engagement and strategy opportunities and challenges.

Key Responsibilities

• Lead the development and execution of customer-centric business strategies in cross-channel sales, service, marketing and product solutions – with focus on driving business impact against metrics including KPIs, KVDs, csat etc
• Provide best-in-class insights from a range of industry experience to help guide clients on how to evolve and develop their customer strategies
• Advise our clients on topics such as digital transformation, omni-channel sales, servicing, product innovation and digital platform strategy
• Drive digital assessments at client sites. This includes "as is"/"to be" design sessions and documentation to enable strategic development.
• Drive business design initiatives including innovative business model strategy, design innovation, and customer experience transformation.
• Analyse customer segmentation, data and insights to inform growth strategies aligned with organisational objectives and venture-building opportunities.
• Manage stakeholder relationships, balancing diverse interests while influencing decision-making processes across client organisations.
• Conduct in-depth research, analysis and market sizing to inform strategic propositions, value realisation, and change management strategies.
• Design and implement end-to-end business processes, operating models, and communication strategies leveraging industry insights to optimize business performance and competitive positioning.
• Lead cross-functional teams through complex transformation engagements, ensuring alignment with client goals and sustainable outcomes.
• Comfortable in working in early-stage programmes such as propositions, design sprints with high-levels of ambiguity and loosely defined scope.
• Being able to play a lead role in teams helping identify business challenges, prioritize areas of value to target and shaping technology-based solutions

Qualification

Required Experience

• 10+ years progressive leadership experience in a consulting firm, technology company, agency or marketing services firm with demonstrable success in defining and delivering new customer strategies and propositions for corporate clients in financial services, retail and telecommunications.

Skills

• Proven ability to translate complex data and business needs into actionable customer strategies to achieve client business objectives.
• Strong leadership and stakeholder management capabilities at senior client levels.
• Exceptional communication, storytelling, workshop and presentation skills tailored to diverse audiences.
• Strategic thinker with a hands-on approach to problem-solving and innovation.
• A focus on people leadership, mentoring and growing talent