MRJ Recruitment
Service Design / Target Operating Model Consultant (contract)
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Service Design / Target Operating Model Consultant
We’re looking for an experienced Service Design / Target Operating Model Consultant to join a major business transformation programme focused on redesigning how a leading European marketplace supports, retains and grows its network of owners.
The Project: Designing a New Owner Account Management Model
The business supports a large and diverse network of owners across multiple brands and European markets. They now want to fundamentally rethink how those owners are managed and supported.
Rather than applying broadly the same service model to every owner, the ambition is to design a tiered, proactive Account Management model that segments owners based on their value, needs and potential, and provides the right level of service, engagement and intervention for each segment.
This is a genuinely greenfield piece of work.
You'll help answer questions such as:
- How should owners be segmented?
- What level of service should different owner groups receive?
- Where should Account Managers focus their time?
- What should proactive vs reactive engagement look like?
- What activities should sit within Account Management versus central service teams?
- What should trigger intervention, retention or growth activity?
- How should the model scale consistently across different European markets?
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The end goal is to create a clearly defined, scalable future-state Account Management and service operating model that improves owner experience while focusing resource where it creates the greatest value.
What you'll be doing
- Design a new tiered / segmented Account Management service model based on owner value, needs and potential.
- Define the 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.
- Work directly with frontline teams and leadership across the UK and Denmark to understand customer needs and operational realities.
- Translate the proposed model into a practical Target Operating Model that can be implemented and scaled across Europe.
- 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.
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What we're looking for
We’re looking for someone who has genuinely designed new customer, member or account management service models, not simply mapped or improved existing processes. You could come from a Service Design, Target Operating Model, Customer Strategy, Operating Model Consulting or senior Business Transformation background.
Most importantly, you'll have demonstrable experience of designing tiered or segmented service models where different customer/member groups receive differentiated levels of service.
Experience within B2C, marketplaces, travel, hospitality, membership, subscription, eCommerce or businesses managing large customer/partner networks would be particularly relevant.
Finer contract details
- Initial contract: 3 months
- Location: London (2 days per week)
- Rate: £575 per day
- IR35: Outside IR35
- Start: ASAP
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