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Marketing & Sales - Global Customer

Engagement Service Line Knowledge
Expert
McKinsey & Company - Dusseldorf - - Germany
Posted 8 days ago

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Nachwuchsfhrungskraft
Kln - Germany
Posted 22 days ago

About this job

Marketing Lead Generation

Job description

Dsseldorf
Posted 35 days ago

Marketing & Sales - Pricing

Overview
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 McKinseys Customer Engagement & Digital Service
line globally. Focus areas for this role include CLM and Customer Experience.
Detailed Description

Dusseldorf - - Germany
Posted 15 days ago

Marketing & Sales - Senior

London - - United Kingdom
Posted 1 day ago

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.

Senior Consultant Brand

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.

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

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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.

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Knowledge Development, Codification and Management:

Identify/develop concepts, ideas, and approaches that will differentiate McKinseys value proposition
in the Customer Engagement arenas and advance the capabilities and the external/internal
reputation of the Service Line
Routinely debrief client teams to codify new knowledge and client impact
Manage the broad knowledge development, e.g., by aligning the various efforts, identifying
opportunities for new knowledge development
Contribute to the problem structuring, research, and analysis on these projects
Manage the interface to Disney Institute remotely and on the spot at the Disney Institute in Florida,
USA
Ensure involvement and integration of our partner Click Fox in LOPs and pitch situations
Manage and continuously improve a repository of best practice knowledge and case library
globally
Ensure that Service Line members and the consulting population at large are aware of and have
access to the documents, people, and information needed to successfully achieve engagement
objectives
Collect, review and distribute current Customer Engagement knowledge and statistics gained from
external sources to the members of the Service Line and promote on broader platforms

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Practice Management and People Development:

Drive the development and execution of Customer Engagement Service Line meetings
Develop and maintain the Customer Engagement Service Line structure, budget and plan in close
cooperation with the Service Line leadership team
Assist with internal recruiting of Service Line specialists and other Service Line personnel.

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Marketing & Sales - Global Customer Engagement Service Line Knowledge Expert at... Page 2 of 3

Build and maintain examples of McKinseys Customer Engagement qualifications.

Keep close ties with all McKinseys geographically dispersed Customer Engagement practitioners
and improve connectedness
Identify key capability gaps across practitioners and coordinate with and support Firm functional
capability/learning initiatives to ensure coverage
Provide Marketing and Sales Practice with necessary administrative support, including monthly
progress updates, annual performance dialogue assessments, etc.

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Desired Skills
The ideal candidate for this role will be a proactive self-starter who enjoys the challenges and rewards of
advancing McKinseys 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: M inimum 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.

About this company

McKinsey & Company is a global management consulting firm. We are the trusted advisor to the world's
leading businesses, governments, and institutions.
We work with leading organizations across the private, public and social sectors. Our scale, scope, and
knowledge allow us to address problems that no one else can. We have deep functional and industry
expertise as well as breadth of geographical reach. We are passionate about taking on immense
challenges that matter to our clients and, often, to the world.
We work with our clients as we do with our colleagues. We build their capabilities and leadership skills at
every level and every opportunity. We do this to help build internal support, get to real issues, and reach
practical recommendations. We bring out the capabilities of clients to fully participate in the process and
lead the ongoing work.

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