Descripción de empleo<br />Mexico DF, Distrito Federal, Mexico MX <br /><br />Manager, General Consulting <br /><br />Our Focus <br /><br />Customer Experience is all we do. <br /><br />The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement. <br /><br />Do you: Lead every day? Do the right thing? Reach for amazing? Seek first to understand? Act as one? Live life passionately? If so, then we need you to help us to build exceptional customer experiences! <br /><br />What It Means to be in Customer Strategy Services (CSS) at TeleTech <br /><br />The strategy services function at TeleTech understands the need to not only help clients define strategy and execution roadmaps but also to operationalize those tactics and transformational initiatives such that success for a client is tied to measurable results – not a PowerPoint slideshow. Businesses succeed by getting, keeping and growing customers. The problem is that business success is more difficult to achieve than ever. Products and services quickly become commodities; customers are more demanding and connected than ever; and margins have been squeezed to the limit. How can a business differentiate itself and grow? <br /><br />At TeleTech, we believe that the key to growth lies in understanding who your customers are, how they contribute value to your organization, and how you create value for them. Once you have that insight, you can design and implement multi-channel strategies that lock in long-term, mutually-beneficial relationships that provide consistent, profitable growth. <br /><br />The manager, consulting is focused on understanding client needs, defining solutions, and then leading and executing multidisciplinary teams to drive measureable impact - leveraging a broad suite of the CSS principles, tools, and methods. Reliability and outstanding delivery are the cornerstones of expectations. <br /><br />Do you like to maximize growth and improve the business performance of your clients? <br /><br />Maintaining High Standards <br /><br />Peppers & Rogers Group, a part of TeleTech’s CSS orgranization invented the term 1to1® to illustrate the importance of treating different customers differently, and transformed the concepts into practical methodologies to drive financial results. In recent years, Peppers & Rogers Group has broadened its strategy capabilities with implementation expertise across operational excellence, technology optimization, organizational readiness and training, and sophisticated analytics. <br /><br />What the role really does… <br /><br />Delivery and Client Service <br /><br />• Partner with deliver team to execute on a work stream within a large project or the responsibility for the whole project if it is a smaller one. <br />• Execute on the specific framework and methodologies to be used in the project with director and/or partner direction. <br />• Review and own quality of all deliverables that will be submitted to the client management and provide detailed feedback and direction. <br />• Ensure communication and socialization is appropriate for the director/partner and critical client stakeholders. <br />• Lead the project delivery by ensuring total client satisfaction. <br />• Manage to the engagement scorecard and measures of success in collaboration with Client and the business development point person. <br /><br />Customer Experience Strategy <br /><br />• Recognized as a practioner in Customer Experience strategy and have knowledge of emerging trends and practices. <br />• Anticipates internal and external customer experience consulting practice challenges and regulatory issues providing recommendations for policies/processes to improve offering and delivery. <br />• Codifies intellectual property in the customer experience strategy practice based on client engagements and results. <br />• Advanced knowledge of customer and market segmentation, treatment and communication strategy, voice of the customer, predictive churn modeling, lifecycle framework, loyalty, customer-centric KPI definitions and other customer experience strategy frameworks. <br /><br />Additional Responsibilities <br /><br />• Represent the firm in selected thought leadership opportunities including white papers, case studies, blogs and social media. <br />• Follow established actions for account management and business development. <br /><br />What the team looks like… <br /><br />Our managers, consulting often have many years experience in service industries ranging from retail, healthcare, and finance with positions ranging from director level and above. Many are certified in customer experience and/or Lean Six Sigma methodologies but ALL have real life business, marketing, and/or and operations and technology experience that they want to share with the rest of the world. Every client is unique, every challenge, every pain. Our teams have the accumulation of experience, practice and knowhow … and by making mistakes of their own, know what it takes to help our clients do it the best way possible. <br /><br />What we’re looking for… <br /><br />Lead every day. Do the right thing. Reach for amazing. Seek first to understand. Act as one. Live life passionately. These are foundational attributes for our team members. Of course, there are some other requirements too. These include: <br /><br />• Experience structuring work independently and delivering quality consulting work. <br />• Proficient at coordinating project and work stream documents to a state of ‘client readiness’ <br />• Undergraduate degree in business, economics, engineering or a related field with strong academic record. MBA or advanced degree in a quantitative discipline is a plus. <br />• Experience in consulting and/or implementing sophisticated business improvement solutions including delivery methodologies. <br />• Excellent oral and written communication skills in English and Spanish with the ability to interact effectively with all levels of management. <br />• 10+ years working experience in one or more of these service areas: healthcare, government, financial services, telecommunications, IT or consulting <br />• Fluent in Spanish and English <br />• Significant travel is required and billable utilization is about 65% <br />• Relocation is not required.