Marketing & Commerce Operations -Manager

Customer Consulting Manager

At PwC, our people in customer consulting specialize in providing consulting services focused on customer-related strategies and initiatives. These individuals analyze client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer experience at PwC will specialize in providing consulting services focused on enhancing the overall customer experience. You will analyze customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalized experiences that drive customer satisfaction, loyalty, and advocacy.

Enhancing your leadership style, you motivate, develop, and inspire others to deliver quality. You are responsible for coaching, leveraging team member's unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to :

• Analyze and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members, and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards, the Firm's code of conduct, and independence requirements.

Basic Qualifications Minimum Degree Required (BQ) Bachelor's Degree Minimum Year(s) of Experience (BQ) 7 year(s) of direct consulting success, selling and / or delivering Customer based programs or utility operations Preferred Qualifications Degree Preferred Master's Degree Preferred Knowledge / Skills Demonstrates proven extensive knowledge of the utility industry involving customer engagement and related strategy (i.e. customer program design, communication and execution) for regulated and de-regulated utilities, including programs such as community outreach, energy efficiency, home automation, et al. Demonstrates proven extensive knowledge of and success with leveraging social media and technology trends. Demonstrates proven extensive abilities and success managing a team around efforts with identifying and addressing client needs : building, maintaining, and utilizing networks of client relationships and community involvement; communicating value propositions; managing resource requirements, project workflow, budgets, billing, collection; and, preparing or coordinating complex written and verbal materials. Demonstrates thorough management abilities as a leader of a project team that include the following : - Writing, communicating, facilitating, and presenting cogently to and / or for all levels of industry audiences, clients and internal staff and management, emphasizing the review of team members work and utilization of MS PowerPoint to draft and deliver presentation decks; - Leveraging marketing knowledge and analytical skills, especially as it relates to project management, project facilitation, the development of client proposals, and translating complex problems into simple and actionable tasks; - Researching and analyzing pertinent client, industry, and technical matters, including leveraging the ability to problem-solve, prioritize, and manage multiple tasks simultaneously for self and others. Demonstrates proven success and abilities to self-motivate and take responsibility for personal growth and development while mentoring junior members of the team.

The Opportunity As part of the Customer Consulting team you are expected to lead customer engagement and related strategy for utility operations. As a Manager you are expected to supervise, develop, and coach teams, manage client service accounts, and drive client engagement workstreams by solving and analyzing complex problems to produce top-quality deliverables. You are expected to leverage social media and technology trends, build client relationships, and manage project workflows to achieve successful outcomes.

Responsibilities - Lead customer engagement and related strategy for utility operations - Supervise, develop, and coach teams to deliver top-quality outcomes - Manage client service accounts and engagement workstreams - Leverage social media and technology trends to enhance client strategies - Build and maintain enduring client relationships - Manage project workflows to secure successful outcomes - Foster an environment of continuous improvement and innovation - Implement firm methodologies and technology resources

What You Must Have - Bachelor's Degree - 7 years of experience of direct consulting success, selling and / or delivering Customer based programs or utility operations

What Sets You Apart - Master's Degree preferred - Significant knowledge of utility industry customer engagement - Proficiency in leveraging social media and technology trends - Proven success managing client needs and relationships - Advanced project management and facilitation skills - Ability to mentor junior team members