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.
We are recruiting to fill the position of:
Job Title: Head, Customer Experience Advisory
Reference Number: HCEA001
Location: Lagos
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.
How to Apply
Interested and qualified candidate should send their CV’s & application letter to:recruitment@divitiae-ng.com quoting reference number: HCEA001 in the ‘Subject Field’.
Deadline: 20th May, 2016.
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