Director - Customer Consulting and Advisory

IN_Director_RTM_Customer Consulting_Advisory_Gurugram

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Director

Job Description & Summary

At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth.

As a customer consulting generalist at PwC, you will join other individuals who possess a broad range of skills and experience in customer consulting. You will analyse client needs, provide consulting services across different customer-related areas, and offer guidance and support to help clients develop and implement effective strategies to enhance their customer experience, drive business growth, and improve overall customer satisfaction.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary 

A career within Consulting Services will provide you with the opportunity to help our clients leverage transformation to enhance their customer experiences. 

Shape how India’s industrial champions grow. 

We are looking for a Director to lead highimpact customer, sales, marketing, service and growth transformations for leading players in Auto, Building Materials and Industrial Products. This role sits at the intersection of strategy, sales, marketing, service, digital and execution on the ground. 

 

*Responsibilities:  

1. Lead client transformations across sales, marketing and service 

Partner with CXOs and business heads to define the customer, sales, marketing, and service transformation agenda. 

Translate boardroom ambition into clear roadmaps with measurable impact across revenue, acquisition, retention, loyalty and service experience. 

2. Design winning commercial and growth strategies 

Develop growth, marketentry and gotomarket strategies for priority segments and channels. 

Shape programs on channel and influencer strategy, distribution expansion, salesforce effectiveness, trade marketing/ loyalty programs, key account management, and broader routetomarket optimization. 

Support pricing and portfolio strategy to drive profitable, sustainable growth. 

Lead omni-channel transformation – define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys. 

Drive e-commerce and marketplace acceleration where relevant (e.g., B2B platforms, e-retail, D2C), incl. assortment, content, promotions and partner management. 

3. Drive digital- and AIled transformation 

Identify use cases where digital, data and AI can transform sales, marketing, service and channel performance. 

Work with client and internal teams to design and implement solutions (e.g., digital tools for salesforce and influencers, selfservice portals, personalization engines, nextbestaction models, performance dashboards). 

Build adoption and embed new digital ways of working. 

4. Drive execution and impact on the ground 

Lead multidisciplinary teams to pilot, scale and institutionalize new practices across regions and channels. 

Set up performance dashboards, review cadences and governance to ensure impact is delivered and sustained. 

5. Bring insight and innovation 

Use data, analytics and market research to uncover growth opportunities, customer pain points and channel gaps. 

Stay ahead of sector trends (e.g., digital channels, influencer ecosystems, loyalty, productivity tools) and convert them into pragmatic, implementable solutions. 

6. Build capability – for clients and our firm 

Coach client teams on new processes, tools and behaviours across sales, marketing and service. 

Mentor junior consultants and contribute to building our Customer Transformation practice. 

 

*Mandatory skill sets  

• Demonstrated track record / exposure to 

• Growth, market entry and gotomarket strategy. 

• Channel, distributor, dealer and influencer management (including loyalty and incentive programs). 

• Sales execution, salesforce effectiveness and key account management. 

• Marketing and brand / portfolio strategy, including activation and campaign effectiveness. 

• Customer service and experience design, including postsales and lifecycle management. 

• Pricing, value proposition design and mix / margin improvement. 

• Digital and dataled initiatives in sales, marketing or service (e.g., CRM, digital tools, analytics, AI use cases). 

• Operating model and organization design, including performance management and governance for frontline and commercial teams. 

•  

*Preferred skill sets  

Skills and Behaviors 

• Strong structured problemsolving and analytical skills; comfort working with quantitative and qualitative data. 

• Ability to engage and influence senior stakeholders; confident in CXOlevel discussions. 

• Clear, impactful communication and storytelling – can convert complex analysis into simple, persuasive narratives. 

• High learning agility – quickly understands new sectors, clients and topics and translates them into action. 

• Strong cando attitude – proactive, handson and resilient in ambiguous, fastchanging environments. 

• Collaborative leadership style; able to lead crossfunctional teams and work effectively with client counterparts. 

• Willingness to travel and spend time on the ground with clients and channel partners. 

 

*Years of experience required  

• Preferred consulting background (Big 4 & AD Level) 

• Relevant work experience – 3+ years, preferred of consulting experience. 

*Education Qualification   

• 8–12 years of relevant experience, either: 

• In toptier consulting firms or In leading Consumer / Retail and Durables players in roles spanning strategy, sales, marketing, service or digital. 

• MBA or equivalent from TierI institutes (e.g., IIM A/B/C/I/K/L, ISB, SPJIMR, XLRI, MDI, FMS) or strong TierII institutes (other IIMs, IITVGSOM, XIMB, NMIMS, IMTG, SIBM), or an equivalent strong academic profile. 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: MBA (Master of Business Administration)Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Resin Transfer Molding (RTM)

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Coaching and Feedback, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, E-Commerce, Embracing Change {+ 29 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

April 16, 2026

Experience Level

Executive Level