Senior Manager - Customer Strategy & Design

About Deloitte Africa Consulting Services 

Innovation, transformation and leadership occur in many ways. At Deloitte Consulting, our ability to help solve clients’ most complex issues is distinct. We deliver strategy and implementation, from a business and technology view, to help lead in the markets where our clients compete. Our professionals help clients identify and solve their most critical information and technology challenges, including strategy, procurement, design, delivery and assurance of technology solutions. Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long term projects with the urgency of immediate operational demands. We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities.

About Deloitte Digital

We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do.

Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures. We create innovative ventures, digital platforms, and more meaningful experiences. This transformation journey starts and ends with the customer, first understanding people’s real lives and then shaping your business future to deliver around them.

We call this Elevating the Human Experience.

At Deloitte Digital, we are all things customer. We focus all our talent, creativity and technology on all the connection points between an organization and its customer. We design and implement sales and service experiences, capabilities, and architectures to bring customer strategies to life. This includes sales experiences, omni-channel service experiences, marketing and commerce experiences.

We are focused on building a viable core Digital Customer Platforms practice with a focus on CRM to service our core customer domains of service excellence, sales transformation, marketing & commerce, and customer loyalty. This practice, however, does need a layer of service design and experience advisory capability, in addition to core CRM Practice capabilities, to provide the functional and “imagine” capabilities. Intention over time is to be able to scale the tech platforms as the core and work together with the rest of Consulting for missing capabilities. Deloitte’s Global Delivery Network will also become a key lever for scaling the business.

We are seeking a Senior Manager with proven consulting expertise in Customer Strategy and Design. As a Senior Manager you will support the Customer Leadership in growing and maturing the Customer Strategy & Design Offering, this will include, capability build, market development initiatives, driving and implementing strategy, revenue generation, business growth and the delivery of Customer Strategy & Design projects. 

This is an excellent opportunity to build and enhance your skill set in a customer centred environment that is focused on driving growth and delivering impactful solutions across our clients in various industries.  

Key Responsibilities: 

• Delivery Excellence: Deliver exceptional quality results to our clients by leveraging CS&D tools, methodologies and ways of working. 
• Apply deep knowledge of disruptive trends and competitor activity to drive continuous improvement and relevant strategy work. v
• Assist clients to identify the right key performance indicators (KPIs), highlight areas of improvement, and influence their strategy. 
• Build deep professional relationships across a diverse network of executives and use a flexible influencing style to gain buy-in and drive impact. 
• Support business development and project delivery of Customer Strategy and Design projects across the following client needs: • Product innovation & design, product strategy management & delivery
• Growth strategy complimented by offering research & insights 
• Proposition design, pricing & promotions 
• Customer centred operating models 
• Customer strategy & segmentation 
• Data and analytics 
• Digital marketing 
• Experience design 

• Rapidly ideate and create concepts and articulate strong storylines to clients. 
•  Exhibit exceptional communication skills, capable of articulating complex technical concepts clearly and compellingly. Inspire and influence stakeholders at all levels through well-structured arguments and trade-offs supported by evidence, evaluations, and research. 
• Outcome-Driven Accountability: Embrace and drive a culture of accountability for customer and business outcomes. Develop solutions that solve complex business problems with valuable outcomes, ensuring high-quality, lean designs and implementations. 
• Translate broader strategy into a compelling team vision and goals as well as align the team and sets priorities to achieve objectives. Establish a strong leadership brand and inspire the team through passion, integrity, and appreciation of others. 
• Lead a cross functional team, integrating product strategy, product design, together with leveraging the business and technology teams. 
• Contribute to building an inclusive talent pipeline by creating a talent experience that attracts, develops and retains diverse, top talent and high performing teams. 

Experience:

• Min of years working experience with deep functional knowledge in one or more of the key offerings listed above 
• Minimum 5 years in a client facing as well as 5 years in a management role with a focus on Customer Strategy & Design 
• Experience with a Tier-One Professional Services Firm and/or leading blue-chip organisation in related industry vertical  
• Experience leading and managing multidisciplinary project teams to deliver tailored strategic solutions across or in chosen industry verticals  

Minimum required qualification

• Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related 
• Industry-specific qualifications or an equivalent 

Desired Qualification:

• MBA or Masters in the relevant field of study is a definite advantage 

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

Be careful of Recruitment Scams: Fraudsters or employment scammers often pose as legitimate recruiters, employers, recruitment consultants or job placement firms, advertising false job opportunities through email, text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information.

 

To help you look out for potential recruitment scams, here are some Red Flags:

• Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks, job training, or supplies.
• Requests for Personal Information: Be wary if you are asked for sensitive personal information, especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g., government issued numbers or identity documents, passports or passport numbers, bank account statements or numbers, parent’s data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process.
• Unprofessional Communication: Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand.

 

If you're unsure, make direct contact with Deloitte using our official contact details. Be careful not to use any contact details provided in the suspicious job advertisement or email.

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neurodivergent individuals bring, and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations in relation to your disability and neurodiverse needs during the recruitment process, please let us know. We are happy to make adjustments to suit your individual needs.