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Marketing & Sales – Global Customer Engagement Knowledge Expert – Western Europe



The role of the Customer Engagement Service Line Knowledge Expert is to provide leadership to the Service Line to ensure the growth and reputation of McKinsey’s Customer Engagement & Digital Service line globally. Focus areas for this role include CLM and Customer Experience.
Detailed Description
The Service Line Knowledge Expert will be a core member of the Marketing and Sales Practice and will also collaborate with several key industry practices to push client
work (e.g., FIG, GEM, CIG, TMT). This individual will be a thought partner to the leadership in the Service Line, will support teams on client development/dissemination, organize roadshows, and serve as a leader in terms of knowledge development and codification. The Service Line Knowledge Expert will also help to develop client workshops and organize go-and-see visits.
The Service Line Knowledge Expert will also play a leading role in developing and maintaining the practice infrastructure in terms of our partnership with the Disney Institute and with Click Fox, people lists, and reporting. This is an exciting opportunity for an entrepreneurial and highly organized individual to join a rapidly evolving practice.

Key Responsibilities:
Client Services and Support (40-60%):

  • Contribute to proposal development and delivery (pitch) for potential and existing clients
  • Participate in development of workshops for clients, and help manage running of these workshops
  • Be part of “first alert” team to connect CSTs with relevant knowledge and practitioners.
  • Organize and run go-and-see visits with Disney Institute and with previous clients.
  • Joint client teams in daily CLM or Customer Experience work at the client site to provide superior knowledge and insights.
Desired Skills
The ideal candidate for this role will be a proactive self-starter who enjoys the challenges and rewards of advancing McKinsey’s Global Customer Engagement Service Line. In this leadership role, the candidate must be an effective communicator, an experienced business manager, an observer of trends and emerging issues, an analytical thinker, and an effective problem solver with a heavily team-oriented style.

Education:  University degree; MBA is a plus.
Experience:  Minimum 6 years’ experience in the arena of CLM or Customer Experience
Knowledge:  Deep knowledge of marketing especially of Customer Experience and/or CLM, either through client work or past experience (e.g., trends, industry players).
Skills:  Excellent problem-solving capabilities, strong project management skills, entrepreneurial spirit, solid people development skills, and excellent verbal/written communications in English; knowledge of German is a plus if located in Europe.
Location: Western Europe or North America.

To find out more information about the role and to apply, please click here

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