Director - Customer & Operations

Job description

Director - Marketing Practice Lead, Connected Customer

The Role

This is a senior leadership role within KPMG’s Customer division – one of the fastest-growing and strategically vital areas of the group.  This is a newly created role which will focus on winning and developing profitable client work; leading marketing & customer growth teams to exceed client objectives; and building a world-class marketing transformation proposition for KPMG.

KPMG is putting customer-centricity at the heart of their strategy – and a highly effective marketing practice will be an essential component.  The current marketing practice needs strengthening considerably and transforming into a KPMG signature process – therefore this role will balance hands-on delivery with exceptional senior leadership – building the capabilities from the ground up to deliver a world-class marketing proposition whilst simultaneously developing a strong pipeline of customer marketing client opportunities.

Responsibilities

This is a newly created role – with responsibilities aligned to the three critical role objectives:

• Winning & developing profitable client work:
• Developing a day 1 customer marketing proposition for immediate roll-out – quickly understanding client pain points and tailoring high-impact solutions based on superior insight.
• Identifying and securing a strong pipeline of marketing and ecommerce-led client opportunities
• Supporting cross-functional & market teams’ client work with marketing leadership & expertise throughout the client lifecycle
• Leading marketing, ecommerce & customer growth teams to exceed client objectives:
• Identifying (internally and externally) and bringing together the right talent mix for each client opportunity
• Providing inspirational leadership across multiple teams (KPMG and client side) to ensure the best possible client outcome – whilst creating an environment where our talent can thrive
• Building a strong practice marketing talent within KPMG
• Building a world-class digital and Marketing transformation practice
• Creating a 3-year roadmap to establish KPMG as a leader in customer marketing consulting and front office transformation
• Harnessing the customer marketing expertise from across the KPMG group – and sourcing/creating new capability
• Acting as the authority on marketing, ecommerce and media within KPMG and visibly championing and promoting KPMGs marketing credibility externally

 
Scope of role

This is a Direcetor Role within KPMG’s customer division and will support all functions and markets where appropriate
T

his role will be the proposition stack lead for Marketing within KPMG

• Scope of Marketing capabilities: Effectiveness & Optimisation; Capability & Operating Model; Strategy, Planning & Portfolio Management; Communications Strategy & Lifecycle; Supplier/Agency Management & Audit; Automation, Mar/Adtech, Ecommerce, Media Effectiveness, Consumer Data.
• Leading engagements across industries or within a specific industry
• Leading business development, sales and client engagement activities
• Maintaining and growing a sales pipeline of client work to meet revenue and utilisation targets
• Grow a team of consultants and lead people, career and culture development activities across the team

The Person

• A proven marketing leader from either a consulting background or a marketing agency that has extensive sales, solutioning and delivery experience.
• An exceptional leader – with proven ability to inspire teams and create environments in which people can thrive.  Experience of building and leading cross-functional / market teams across multiple businesses / geographies essential
• Substantial knowledge & experience across the customer marketing value chain: insight & strategy, planning, brand, acquisition, value management, retention
• Substantial knowledge & experience of marketing operations: target operating model, effectiveness & optimisation, systems & infrastructure (inc martech & MMM), agency management, media auditing
• Deep understanding of marketing theory – with demonstrable evidence of putting into practice in firms with local and global footprint
• Highly analytical – able to digest significant volumes of data & to arrive at impactful and actionable insights.  Specific experience of MMM and econometric measurement to drive performance essential
• Highly commercial – ability to quickly demonstrate the £ value of customer & marketing activity –P&L management experience
• Highly credible with c-suite level decision-makers – experience of demonstrating value of marketing to senior finance professionals and selling in customer / marketing strategies based on robust business cases
• Large external network – with key decision-makers – in one or more market sectors
• Excellent academics in relevant marketing areas

Qualifications

• Educated to MBA / postgraduate level
• Additional marketing leadership qualifications desirable

Additional Information

The role can be based in London and will include travel; candidates must have a willingness to travel frequently, both domestically and internationally on occasions, with the potential to be away from home for set periods of time.

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