Service & Support Strategy Manager – Front Office Consulting

About the role

PwC is seeking a Service & Support Strategy Manager to join its Front Office Strategy Consulting team. In this role you will design and execute customer‑centric strategies that improve client engagement, drive revenue growth, and enhance overall customer satisfaction. You will lead project teams, mentor junior staff, and act as a trusted advisor to senior client stakeholders.

Key responsibilities

• Develop and implement strategies that place the customer at the centre of service and support initiatives.
• Analyse customer engagement processes to identify improvement and innovation opportunities.
• Lead cross‑functional teams in executing sales and service strategies to boost satisfaction and revenue.
• Coach and mentor team members, leveraging their strengths to meet client expectations.
• Manage client relationships, fostering long‑term partnerships built on trust.
• Oversee project planning, budgeting and execution to achieve client objectives.
• Promote the adoption of innovative technologies and methodologies.
• Facilitate collaboration across functions to optimise acquisition and retention strategies.
• Resolve conflicts or issues with clients and team members to maintain a productive environment.

Required profile

• Bachelor’s degree or higher.
• Minimum of 5 years of relevant experience, preferably in consulting or customer strategy.
• Strong analytical thinking and business transformation capabilities.
• Proven experience in customer relationship management and strategy development.
• Ability to lead teams, manage performance and deliver high‑quality outcomes.

Required skills