Senior Manager - Customer & Growth - Business Consulting - Riyadh 1

📌 Core Information

🔹 Job Title: Senior Manager - Customer & Growth - Business Consulting - Riyadh 1

🔹 Company: EY

🔹 Location: Riyadh, Ar Riyāḑ, Saudi Arabia

🔹 Job Type: On-site

🔹 Category: Business Consulting

🔹 Date Posted: July 2, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Leading Customer & Growth portfolio workstreams in the telco sector, ensuring timely and high-quality delivery of growth-focused, customer-centric solutions.
• Serving as a key client contact, leading discussions, presenting insights, and building long-term relationships with senior stakeholders.
• Facilitating key client meetings, workshops, and stakeholder engagements to align on strategic priorities.
• Collaborating with Senior Managers, Directors, and Partners on project management, resourcing, and risk mitigation.
• Contributing to business development efforts by supporting client RFP and RFI responses through developing points of view, methodologies, and administrative processes.
• Supporting the development of EY's Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.

ASSUMPTION: This role requires a strong understanding of the telco industry, particularly the KSA market, and proven experience in leading workstreams and managing deliverables in a consulting or industry setting. Candidates should also have excellent communication and client-facing skills, as well as the ability to build relationships and influence stakeholders.

📋 Key Responsibilities

✅ Lead Customer & Growth portfolio workstreams in the telco sector, ensuring timely and high-quality delivery of growth-focused, customer-centric solutions that align with the client’s strategic objectives.

✅ Serve as a key client contact, leading discussions, presenting insights, and building long-term relationships with senior stakeholders.

✅ Facilitate key client meetings, workshops, and stakeholder engagements to align on strategic priorities.

✅ Collaborate with Senior Managers, Directors, and Partners on project management, resourcing, and risk mitigation.

✅ Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.

✅ Facilitate design workshops, stakeholder engagements, and client meetings to align on Customer & Growth priorities.

✅ Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.

✅ Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.

✅ Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives.

✅ Manage and mentor Managers, Assistant Managers, Senior Consultants, and Consultants, fostering a high-performance team culture.

✅ Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.

✅ Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.

ASSUMPTION: This role requires strong leadership and team management capabilities, with experience in guiding and developing junior team members. Candidates should also have exceptional communication and client-facing skills, as well as the ability to independently drive workstreams and manage multiple priorities in fast-paced environments.

🎯 Required Qualifications

Education: A bachelor's or master's degree with a minimum of 10+ years of experience in the telco industry, customer experience strategy, journey design, or growth strategy consulting.

Experience: Demonstrated experience in leading workstreams and managing deliverables in a consulting or industry setting, with a deep understanding of the Telco products and services.

Required Skills:

• Proven expertise in designing and executing end-to-end GTM strategies.
• Proven expertise in designing customer journeys, service models, and CX enablers (e.g., Voice of the Customer).
• Strong foundational knowledge of business design principles, including operating models, KPI development, and strategy execution.
• Experience in conducting benchmarking and integrating best practices into consulting recommendations.
• Expertise in leading stakeholder discussions, workshops, and cross-functional initiatives.

Preferred Skills:

• Sector-specific knowledge in industries such as government, financial services, hospitality, or mobility, with insights into sector-specific customer behaviors and expectations.
• Familiarity with advanced methodologies like design thinking, agile project management, and digital transformation strategies to drive innovative and customer-focused solutions.
• Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), analytics tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce, MS Dynamics) to optimize customer interactions and operational efficiency.
• Exposure to emerging technologies and trends, such as AI-driven personalization, omnichannel strategies, and data-driven decision-making to enhance customer engagement and satisfaction.
• Experience in developing and implementing growth strategies, including market entry, sales enablement, or revenue optimization.

ASSUMPTION: This role requires a strong understanding of the Telco industry and proven experience in leading workstreams and managing deliverables in a consulting or industry setting. Candidates should also have excellent communication and client-facing skills, as well as the ability to build relationships and influence stakeholders.

💰 Compensation & Benefits

Salary Range: [Not specified - Industry standard range based on role, experience level, and location will be provided]

Benefits:

• [Benefit 1 - to be confirmed based on company information]
• [Benefit 2 - to be confirmed based on company information]
• [Benefit 3 - to be confirmed based on company information]

Working Hours: Full-time (40 hours per week) with flexibility details to be confirmed based on company information

ASSUMPTION: The salary range and benefits information will be confirmed based on the company's official data and industry standards for the role, experience level, and location.

📌 Applicant Insights

🔍 Company Context

Industry: Business Consulting and Services

Company Size: 201-500 employees

Founded: 1998 (as EY Global Limited)

Company Description:

• EY is a global leader in assurance, tax, transaction, and consulting services.
• The company helps clients navigate market challenges and capitalize on opportunities by delivering insights and quality services.
• EY teams work across a full spectrum of services in assurance, consulting, tax, strategy, and transactions.
• Fueled by sector insights, a globally connected, multi-disciplinary network, and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Company Specialties:

• Assurance
• Tax
• Transaction Advisory Services
• Consulting Services

Company Website: EY Global

ASSUMPTION: EY is a well-established global professional services firm with a strong reputation in the market. The company's size and extensive service offerings provide a robust platform for career growth and development.

📊 Role Analysis

Career Level: Senior Manager

Reporting Structure: This role reports directly to a Director or Partner within the Customer & Growth practice.

Work Arrangement: On-site, full-time (40 hours per week) with flexibility details to be confirmed based on company information

Growth Opportunities:

• Potential career progression to Director or Partner level within the Customer & Growth practice or other related practices.
• Opportunities to lead and manage larger teams and more complex projects as the candidate's experience and expertise grow.
• Possibility to work on international assignments and gain exposure to global best practices and diverse markets.

ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to advance within the Customer & Growth practice or explore other areas of the business. The global nature of EY also presents opportunities for international assignments and exposure to diverse markets.

🌍 Location & Work Environment

Office Type: Modern, professional office environment with collaborative workspaces and state-of-the-art technology infrastructure.

Office Location(s): Riyadh, Ar Riyāḑ, Saudi Arabia

Geographic Context:

• Riyadh is the capital and largest city of Saudi Arabia, with a population of over 7 million people.
• The city is a major commercial hub and a significant center for the global Islamic economy.
• Riyadh offers a mix of traditional and modern attractions, with a growing emphasis on entertainment, leisure, and cultural offerings.

Work Schedule: The work schedule is typically Monday to Friday, 9:00 AM to 5:30 PM, with flexibility for project demands and client needs.

ASSUMPTION: Riyadh offers a dynamic and multicultural work environment, with a diverse range of industries and business opportunities. The city's strategic location and growing economy make it an attractive destination for professionals seeking to advance their careers in a vibrant and fast-paced setting.

💼 Interview & Application Insights

Typical Process:

• Online application submission through the EY careers portal.
• Phone or video screening to assess communication skills and cultural fit.
• In-depth behavioral and technical interviews with hiring managers, team members, and/or partners to evaluate skills and experience.
• Final round interviews, which may include case studies or presentations, to assess problem-solving skills and cultural fit.

Key Assessment Areas:

• Industry-specific knowledge and experience in the telco sector, with a focus on the KSA market.
• Proven leadership and team management capabilities, with experience in guiding and developing junior team members.
• Excellent communication and client-facing skills, with the ability to build relationships and influence stakeholders.
• Strong analytical and strategic thinking, with a customer-centric and results-oriented mindset.
• Proven expertise in designing and executing end-to-end GTM strategies, customer journeys, and operating models.

Application Tips:

• Tailor your resume and cover letter to highlight relevant skills and experiences for this specific role.
• Demonstrate your understanding of the telco industry and the unique challenges and opportunities facing the sector in the KSA market.
• Prepare for behavioral interview questions that focus on your leadership, team management, and problem-solving skills.
• Be ready to discuss your approach to designing and executing customer journeys, service models, and CX enablers.
• Research EY's Customer & Growth practice and be prepared to discuss how your skills and experiences align with the company's strategic priorities.

ATS Keywords: Telco, Customer Experience, Growth Strategy, GTM Strategy, Customer Journey, Operating Model, Stakeholder Engagement, Team Leadership, Strategic Thinking, Market Trends, Benchmarking, Best Practices, Consulting, Business Development, Project Management, Revenue Optimization, Market Expansion, Customer Engagement, Customer-Centric, Data-Driven Decision Making, AI-Driven Personalization, Omnichannel Strategies, Customer Experience Platforms, Analytics Tools, CRM Systems, Emerging Technologies, Digital Transformation, Design Thinking, Agile Project Management

ASSUMPTION: The application process for this role is likely to be competitive, with a strong focus on assessing candidates' industry-specific knowledge, leadership skills, and cultural fit. Applicants should be prepared to demonstrate their expertise in telco industry trends, customer experience strategies, and growth-focused initiatives.

🛠️ Tools & Technologies

• Customer experience platforms (e.g., Qualtrics, Medallia)
• Analytics tools (e.g., Tableau, Power BI)
• CRM systems (e.g., Salesforce, MS Dynamics)
• Emerging technologies (e.g., AI, machine learning, data science)
• Project management tools (e.g., Microsoft Project, Asana, Jira)
• Collaboration and communication platforms (e.g., Microsoft Teams, Slack, Google Workspace)

ASSUMPTION: The specific tools and technologies required for this role may vary depending on the project and client needs. However, candidates should be comfortable working with a range of industry-standard software and platforms, as well as emerging technologies relevant to the telco sector and customer experience strategies.

👔 Cultural Fit Considerations

Company Values:

• Building a better working world
• Integrity and quality
• Collaboration
• Respect for diversity and inclusion
• Commitment to exceptional service

Work Style:

• Collaborative and team-oriented
• Results-driven and focused on delivering exceptional client service
• Adaptable and open to new ideas and perspectives
• Committed to continuous learning and professional development
• Respectful of diverse backgrounds, experiences, and viewpoints

Self-Assessment Questions:

• How do your personal values align with EY's core values, particularly 'Building a better working world' and 'Commitment to exceptional service'?
• Describe a situation where you had to adapt to a significant change in a project or work environment. How did you approach this, and what was the outcome?
• How do you ensure that you maintain a customer-centric focus when working on complex, cross-functional projects with multiple stakeholders?

ASSUMPTION: EY places a strong emphasis on cultural fit, with a focus on hiring candidates who share the company's commitment to building a better working world and delivering exceptional client service. Applicants should be prepared to demonstrate their alignment with EY's core values and work style preferences during the interview process.

⚠️ Potential Challenges

• The dynamic and fast-paced nature of the telco industry may require candidates to adapt quickly to changing market conditions and client needs.
• The role may involve working with multiple stakeholders, requiring strong communication and project management skills to balance competing priorities and expectations.
• The on-site work arrangement may require candidates to commute daily to the Riyadh office, which can be challenging due to traffic congestion and other logistical considerations.
• The role may require candidates to work flexible hours, including evenings and weekends, to meet project deadlines and client expectations.

ASSUMPTION: While this role offers significant growth potential and the opportunity to work on high-profile projects, candidates should be aware of the potential challenges and demands associated with the fast-paced and dynamic nature of the telco industry and the on-site work arrangement.

📈 Similar Roles Comparison

• This role differs from related positions in the Customer & Growth practice in its focus on the telco sector and the KSA market, as well as its requirement for deep industry-specific knowledge and experience.
• Compared to industry-specific roles in other sectors, this position may require more frequent travel and a stronger focus on understanding and navigating the unique challenges and opportunities of the telco sector.
• In terms of career path, this role offers similar growth opportunities to other senior management positions within EY, with potential progression to Director or Partner level within the Customer & Growth practice or other related practices.

ASSUMPTION: While this role shares some similarities with other senior management positions within EY, its focus on the telco sector and the KSA market sets it apart and presents unique opportunities and challenges for candidates.

📝 Sample Projects

• Developing a comprehensive customer experience strategy for a leading telco provider in the KSA market, including customer journey mapping, service model design, and CX enabler implementation.
• Leading a cross-functional team to execute a go-to-market strategy for a new IoT product offering, driving revenue growth and market share in the competitive Saudi Arabian market.
• Conducting a benchmarking analysis of customer experience best practices in the global telco industry and integrating findings into a tailored growth strategy for a regional telco operator.

ASSUMPTION: The specific projects and initiatives candidates may work on will vary depending on the client's unique needs and the dynamic nature of the telco industry. However, the examples provided offer a sense of the types of projects they may be involved in as a Senior Manager within EY's Customer & Growth practice.

❓ Key Questions to Ask During Interview

• How does this role fit into EY's broader Customer & Growth practice and the company's overall strategy for the telco sector in the KSA market?
• What are the key priorities for this role in the first 90 days, and how will my work contribute to EY's growth and success in the region?
• How does EY support the professional development and career growth of its employees, particularly those in senior management roles?
• What are the key challenges facing the telco industry in the KSA market, and how can this role help address them?
• How does EY collaborate with its clients to ensure that its consulting services deliver meaningful and sustainable impact on their businesses?

ASSUMPTION: During the interview process, candidates should focus on understanding the strategic context of the role, EY's growth plans for the telco sector in the KSA market, and the company's commitment to supporting the professional development and career growth of its employees.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the following link: EY Careers Portal
• Tailor your resume and cover letter to highlight relevant skills and experiences for this specific role.
• Prepare for phone or video screening interviews by practicing your communication skills and brushing up on your industry knowledge.
• Research EY's Customer & Growth practice and be prepared to discuss how your skills and experiences align with the company's strategic priorities.
• Prepare for behavioral interview questions by reflecting on your leadership, team management, and problem-solving skills, and be ready to discuss your approach to designing and executing customer journeys, service models, and CX enablers.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.