CMT Management Consulting – Customer & Channels – Consultant to Manager

Location: Sydney
Job Type: Full time
Salary: 0 - 0
Reference: SB469953

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 411,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Accenture Communications, Media & Technology helps companies connect with digital consumers, launch innovative products and services, increase revenues and streamline operations to reduce costs.

As Management Consulting professionals within CMT, we help our clients to navigate these turbulent waters by providing best-of-breed industry solutions. Our Management Consulting people, in addition to industry knowledge, have a specialist skillset in one of our 8 practice areas:  Talent & Organisation, Supply Chain & Operations, Customer & Channels, Finance & Enterprise Performance, Technology Advisory, Application Advisory, Network Services and Video & Content.

Due to an exciting growth and capability build phase, we are seeking a Management Consulting professionals at Consultant to Manager levels to join the Customer & Channels business practice. 

The role requires someone able to foster a collaborative, high performing culture and team. Key to success is the ability to drive new opportunities and proactively engage across the business to bring the best thought leadership to our clients and our teams. A disciplined approach to planning and execution of campaigns, sales, offering development, people management and capability development activities is required.


The role is seeking a domain SME specifically in Customer & Channels (Marketing, Sales and Customer Service) to drive innovative capabilities internally and relevance in the market place. This includes driving innovative customer experience change across the value chain from product lifecycle management, marketing and campaign strategy and operations, digital and omni-channel sales strategy and transformation, direct and indirect sales force execution, customer service, field support, customer contact operations, retail/branch operations and the use of customer analytics and digital.

Key responsibilities (depending on level) may include:


  • Involved in/lead/manage CMT MC- Customer & Channels projects/engagements

  • Develop client facing points-of-view using case studies and industry experience as part of sales opportunity planning

  • Engage with Customer & Channels leadership on business problems and collaborate to bring effective solutions

  • Translate client problems into business requirements that can be transitioned into delivery functions for execution

  • Develop and communicate Sales strategies ranging from customer advocacy, omni-channel customer experience design, digital customer experience, pre-sales deal shaping, order to activation optimisation, enterprise account models that improve key sales metrics

  • Develop, design and optimise sales and customer service business process for efficiency and high performance

  • Facilitate application and tools assessment for sales & customer service processes

  • Understand and integrate sales analytics into business process and profitability insight reporting needs

  • Understand roles, responsibilities and capabilities of a sales organisation and mechanisms to drive high performance

  • Ability to plan, design and implement change strategies to drive business adoption

  • Develop articulate presentations that communicate proposals, strategies, plans and outcomes

  • Lead, plan and manage a high performing team to deliver quality outcomes aligned to Time, Quality and Cost metrics

Professional Experience & Qualification Requirements:

  • At least 4 years’ experience in a management or strategy consulting environment, with specific exposure to some of the following areas:

  • Marketing Transformation, Customer Value Management

  • Digital Omni Channel, Pricing, Sales Operations & Transformation

  • Customer Experience, Workforce Optimization, Contact Centre Management

  • Digital and analytics led sales transformation

  • Customer experience service design led transformation

  • Experiential/Experience Marketing

  • Proven track record to quickly understand the key value drivers a business, how they impact the scope and approach of client assignment

  • Possess commercial acumen with ability to tailor solutions to enhance effectiveness and to identify valuable client development opportunities

  • Strong project management and organisational skills including the ability to prioritise tasks and meet deadlines

  • Ability to develop, maintain and influence strong internal and client relationships

  • Proven track record in working creatively and analytically in a problem-solving environment

  • Proven success in contributing to a team-oriented environment with strong lateral management and persuasive skills

  • Exhibit high self-motivation and service-orientated work ethics

  • Possess the ability and desire to work in an entrepreneurial environment

  •  Postgraduate tertiary qualifications

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.