Senior Manager Consulting Customer Transformation

PricewaterhouseCoopers

Main missions

As a Senior Manager, you will play a key role in the growth of our Customer Transformation business in North Africa, working closely with the Paris office . Your responsibilities include:   

Define and manage customer transformation strategies  : marketing, sales, customer service, omnichannel experience.

Leading digital transformation projects  integrating CRM solutions and customer experience platforms.

Developing business activity  : identifying opportunities, responding to calls for tenders, managing strategic accounts.

To mentor and develop multidisciplinary teams  (consultants, tech experts, designers, data scientists).

Collaborating with PwC's technology alliances  to offer innovative and differentiating solutions.

To actively contribute to the collective dynamics  of the Casablanca office and to the regional influence of PwC.

Training & Career Path

Graduate of a top business school, engineering school or a recognized university (minimum Bac+5).

8 to 12 years of experience  in consulting or in business on customer transformation projects, with strong exposure to international environments. 

- Professional Expertise

Mastering the challenges of transforming functions: 

Marketing: implementation of advanced segmentation strategies, personalized omnichannel campaigns, activation of automated customer journeys via platforms such as Salesforce Marketing Cloud or Adobe Campaign, design of new products or services, launch of offers. 

Sales: redesign of sales processes (lead-to-cash), deployment of sales enablement solutions, CRM integration to improve sales productivity and pipeline visibility (e.g., Salesforce Sales Cloud, Microsoft Dynamics 365 Sales).

Customer relationship: transformation of contact centers into omnichannel hubs, implementation of intelligent customer service solutions (chatbots, self-care, conversational AI), improvement of satisfaction and loyalty KPIs (e.g. Salesforce Service Cloud, Dynamics 365 Customer Service), measurement and management of customer satisfaction .   

Ability to manage the design of client interfaces (e-commerce site, mobile app, ...) or collaborators.

Experience in the design and deployment of transformation programs  : process redesign, change management, performance management. 

Ability to translate business needs into  concrete and measurable technological solutions. 

- Technological Skills

Proficiency in CRM solutions and customer experience platforms  : Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, SAP CX, etc. 

Good understanding of PwC's partner technology ecosystems  and ability to work in synergy with alliance teams. 

Sensitivity to the challenges of customer data , generative AI, automation and systems integration. 

- Leadership & Soft Skills

Strong taste for complex challenges  and rapidly changing environments. 

Strong ability to develop business  : customer focus, entrepreneurial attitude, results orientation. 

Natural leadership, ability to unite and inspire teams  in a spirit of collaboration and excellence. 

Excellent communication , presentation  and customer relations skills , with ease in interacting with high-level (C-level) stakeholders.   

Team spirit, kindness, and a desire to contribute to a strong collective dynamic.

- LANGUAGES

Proficiency in  written and spoken French and  English . 

Knowledge of Arabic is  a valued asset in the context of regional missions.