Industry/Sector
Not Applicable
Specialism
Customer
Management Level
Senior Manager
Job Description & Summary
The Opportunity
As a Sales Operations Senior Manager [Retail], you will specialize in providing consulting services focused on enhancing the overall customer experience within our Commercial & Service Excellence practice. You will analyze customer touchpoints, design customer journey maps, and offer guidance to help clients create seamless and personalized experiences that drive customer satisfaction and loyalty. As a Senior Manager, you will leverage your skills and professional network to deliver quality results. You will motivate and coach teams to solve complex problems, applying sound judgment to recognize when to take action and when to escalate. Your ability to develop and sustain diverse and inclusive teams contributes to the success of our firm.
In this role at PwC, you will craft and convey clear, impactful messages that tell a holistic story, applying systems thinking to identify underlying problems and opportunities. You will validate outcomes with clients, share alternative perspectives, and act on client feedback. Directing teams through complexity, you will demonstrate composure in ambiguous situations, initiate open coaching conversations, and make decisions to resolve issues hindering team effectiveness. Your commitment to excellence and professional standards will be pivotal in driving business growth and enhancing customer experiences.
Responsibilities
- Leading strategic initiatives to enhance customer experience and drive business growth
- Analyzing client needs and developing customer-centric solutions to improve satisfaction and loyalty
- Designing and implementing customer journey maps to create seamless and personalized experiences
- Managing sales operations to optimize processes and improve service delivery
- Utilizing analytical thinking and trend analysis to identify opportunities for business process improvement
- Overseeing customer relationship management and retention strategies to foster long-term client engagement
- Applying systems thinking to identify underlying problems and opportunities within customer strategies
- Directing teams through complex and ambiguous situations, maintaining composure and focus
- Crafting and conveying clear, impactful messages that tell a holistic story to clients and stakeholders
- Initiating open and honest coaching conversations to develop high-performing, diverse teams
- Validating outcomes with clients, sharing alternative perspectives, and acting on feedback to refine strategies
- Making informed decisions to resolve issues hindering team effectiveness and operational success
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating advanced skills in customer relationship management and retention
- Utilizing strategic questioning to drive impactful client interactions
- Applying analytical thinking to enhance business process improvement
- Excelling in sales funnel management and service design strategies
- Leveraging trend analysis for informed decision-making in sales operations
- Developing customer segmentation strategies to optimize service excellence
Travel Requirements
Up to 80%
Job Posting End Date
The salary range for this position is: $124,000 - $280,000. 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
