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Consulting Director CX Automation

Davies Resourcing
Job LocationLondon
EducationNot Mentioned
Salary£100,000 - £125,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Consulting Director opportunity within a high performing, established CX Management Consultancy with a focus on driving forward an Automation / RPA proposition into a standalone divisionAs Consulting Director you would be expected to lead and inspire colleagues to deliver for clients and develop the overall business. Ready to support clients in any sector, you will ensure that the organisation gets it right their clients, add value in every project and generate high levels of customer advocacy. Part ofthe senior management team, as consulting director you will also develop and promote our value propositions and look for new ways to create competitive advantage. Key Responsibilities

  • Develop and maintain a CX Automation proposition ensuring that this evolves in line with market demand and opportunities for the organisation to differentiate
  • Design and Own the initial Automation assessment methodology that will act as the ‘arrow-head’ and create opportunity for the development of a roadmap of follow-on services that the team can implement
  • Design and Optimise the follow-on servicesto deliver for clients – with a focus on longterm recurring revenue and managed service arrangements
  • Work closely with Marketing to develop ‘go-to-market’ plans that capitalise on opportunities to sell CX Automation assessment services
  • Manage a portfolio of clients, leading the initial assessment engagement with the relevant delivery team and then owning the successful upsell and implementation of a roadmap of services
  • Develops & maintains specific client relationships to Board level, managing the development of relationships to generate sales opportunities.
  • Nurture and develop a network of industry contacts and influencers that are relevant to CX Automation services
  • Leads complex programmes of £1m+, managing and motivating the project team to deliver projects that meet client expectations, deliver our financial targets and provide high levels of customer satisfaction and advocacy
  • Achieves an annual revenue managed target of £1.5-£2m
  • Provide oversight and direction to the planning, production and presentation of findings, challenging and improving the quality of our output, written reports and complex analytical outputs.
  • Ensure that all research and data collection is appropriate and adds value to projects
  • Control day to day activities of the consultancy business, ensuring contracts are signed, governance and controls are in place, resource is appropriately utilised and margins maintained.
  • Lead presentations to board level executives, advising and using influencing skills to achieve desired outcomes.
  • Invest in personal development and practical education to remain at the forefront of knowledge about the customer management industry.
  • Create and review client account plans, develop client relationships and proactively promote Ember’s value propositions to both new and existing clients.
    • Experience Required:
  • Degree level educated, ideally with relevant post-graduate qualification
  • 10 + years’ experience in management consultancy with a track record of designing and delivering large transformation projects and exceeding revenue targets
  • 10+ years’ experience of delivering CX Automation assessments to Enterprise clients – with evidence of being able to use this as the basis for follow-on growth services
  • 5+ years’ experience of designing and implementing assessment and managed services relevant to the CC Automation space
  • Proven experience of establishing, developing, and expanding client networks within assigned accounts
  • Proven ability to deliver an annual revenue growth target of at least £1m per annum from Consulting relationships
  • A strategic thinker, who excels at identifying the crux of the problem and creating optimum solutions
  • Exceptional communicator with proven ability to develop trusted and close client relationships
  • Confident and credible communicating and operating at client board level
  • Able to translate customer management knowledge and industry level trends into competitive advantage
  • Team player with proven experience leading teams to success

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