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What You'll Do
As a Manager
- BCG Vantage, Sales & Service (Topic Activation path, Marketing, Sales & Pricing Practice Area), you'll bring expertise in Customer Experience (CX) and Sales to a growing global team. A core part of this role is helping colleagues who are putting together a client pitch for CX-related projects. Understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is). Identifying topic experts to support the pitch, and bringing in senior BCG support when it's truly needed to close the deal. You'll also serve as a thought partner and CX content expert to case teams and topic/sector leaders, helping structure and solve complex client issues, bringing the full breadth of BCG's Customer Experience expertise to each opportunity. Additionally, as a Manager in BCG Vantage you will drive development of intellectual property and knowledge assets to support the CX topic business, serving as an active contributor to commercialization efforts for the CX topic, whilst working with business leaders to drive proposals & go-to-market efforts. As a Manager, you may line manage a team of junior colleagues, taking responsibility for their goal setting, ongoing feedback and career development support. Our Customer Experience (CX)



team helps clients build customer-centric strategies and operating models across four core areas: Commercial & Customer Relationship Strategy (translating customer research and insights into a customer-centric company strategy); Channel Optimization (diagnosing channel performance and redesigning the channel mix across store, phone, digital and other channels); YOU'RE GOOD ATUnderstanding customer expectations and pain points through qualitative and quantitative research, and translating that into a customer-centric commercial and relationship strategyDiagnosing channel performance and helping redesign the channel mix across store, phone, digital, and other channelsMapping current-state, end-to-end customer journeys and designing target-state journey blueprintsDesigning the org, governance, and KPIs needed to sustain customer centricity over timeBringing curiosity and rigor to orchestrating complex sales cycles and deals, from qualification through closeHelping colleagues shape and put together a strong customer-experience pitch for a client, quickly understanding what's needed, confirming you're the right person to help (or pointing elsewhere), and pulling together the right examples, experts and/or materials to supportCommunicating with senior stakeholders, demonstrating the ability to engage your audience effectivelyManaging a portfolio of projects,



with strong awareness of business priorities and commercial impactTraining, coaching, and mentoring junior team membersWorking in an ever-changing and complex environment, and comfortable with ambiguity and navigating a fast-paced environmentWhat You'll Bring3+ years consulting experience in relevant customer service topic required; candidates with consulting experience preferredIn lieu of consulting experience, 4+ years minimum industry experience required; 6-10+ years of industry experience strongly preferred Bachelor's degree in relevant fieldSome experience mentoring or coaching colleaguesHands-on experience in a B2C context in one or more of the following: customer research (translating qualitative/quantitative insights into strategy), channel performance diagnostics and channel mix design, customer journey mapping and redesign, or CX operating model design (org, governance, KPIs)Demonstrated curiosity and skill in orchestrating complex sales cycles and deals, including presales, demo creation, and deal conversion; key account management experience is a plusExperience helping teams put together a strong client pitch, from understanding what's being asked, to making sure the right individuals are involved, to working cross-functionally to pull in the proper materials and expertsExperience learning and applying AI-enabled toolsNice to have (not required): some experience or interest bridging Marketing and Sales & Service topicsFluency in English; other languages requested in certain locationsOutstanding interpersonal and communication skills to interact with internal and external stakeholders while working in a integral collaborative team environmentWho You'll Work WithAs a Manager, BCG Vantage on our Topic Activation path, you will collaborate wit

📌 Customer Relationship Management Manager (España)
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