Overview
We are seeking a skilled Service Design / Target Operating Model Consultant to contribute to a significant business transformation initiative aimed at enhancing how a major European marketplace manages and supports its network of owners. This role involves developing a new tiered Account Management model that optimally segments owners based on their needs and potential, ensuring a tailored engagement strategy across various European markets. The consultant will collaborate with frontline teams and senior stakeholders to design effective service propositions and operational frameworks.
Responsibilities
- Design a new tiered/segmented Account Management service model based on owner value, needs, and potential.
- Define future-state customer/owner journeys and service propositions for different segments.
- Establish clear service levels, touchpoints, interventions, and engagement strategies for each owner tier.
- Define how Account Management resources should be deployed across different owner segments.
- Design the balance between proactive Account Management and reactive service/support.
- Define roles, responsibilities, hand-offs, and ownership across Account Management, Service, and Retention teams.
- Facilitate workshops with senior operational and customer stakeholders to challenge existing thinking and shape the future model.
- Identify the processes, capabilities, measures, and ways of working required to successfully deliver the new service proposition.
Requirements
- Proven experience in designing new customer, member, or account management service models.
- Background in Service Design, Target Operating Model, Customer Strategy, or Business Transformation.
- Demonstrable experience in creating tiered or segmented service models for different customer groups.
- Experience in B2C environments, marketplaces, travel, hospitality, membership, subscription, or eCommerce.
- Ability to engage effectively with frontline operations and leadership teams.
- Experience facilitating workshops with senior stakeholders to drive strategic change.
- Strong understanding of operational realities in account management and customer engagement.