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. In customer marketing at PwC, you will specialise in providing consulting services focused on customer-centric marketing strategies. You will analyse customer behaviour, develop targeted marketing campaigns, and offer guidance and support to help clients optimise their marketing efforts, improve customer engagement, and drive revenue growth.Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Apply a learning mindset and take ownership for your own development.
- Appreciate diverse perspectives, needs, and feelings of others.
- Adopt habits to sustain high performance and develop your potential.
- Actively listen, ask questions to check understanding, and clearly express ideas.
- Seek, reflect, act on, and give feedback.
- Gather information from a range of sources to analyse facts and discern patterns.
- Commit to understanding how the business works and building commercial awareness.
- Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
PwC US ADVISORY –
CSX – Sales, Service & Marketing
The Commercial & Service Excellence platform helps clients transform how they engage, sell to, and serve their customers through strategy, operations, and technology. From optimizing go-to-market strategies to delivering and managing Salesforce and Dynamics platforms, the offering enables end-to-end commercial transformation. Whether modernizing sales, marketing, e-commerce or customer service functions, Commercial and Service Excellence equips teams to create connected customer experiences, drive revenue growth, and sustain performance through managed services.Our Sales, Service & Marketing practice team, which is part of CSX, focuses on modernizing commercial functions across marketing, sales, and service to drive profitable growth and customer engagement. Combines strategy, operations, and technology—including Dynamics, enabling apps, and contact center platforms—to transform how clients activate and scale in the market.
OFFERING OVERVIEW: MARKETING OPERATIONS
Marketing Operations provides process and execution support around core marketing operations, including media management, advertising, 3rd party spend, marketing technology, demand generation, market research, consumer insights, product marketing. Supports process excellence and design alongside marketing & commerce technology implementations. Sub-offerings include Marketing Operations - Salesforce, Marketing Operations - Other Technologies (e.g., Adobe).
Knowledge Preferred
POSITION REQUIREMENTS –
Experienced Associate / Senior Associate
Role
We are looking for highly motivated and skilled business-first, tech-native professionals to join our Marketing Operations excellence consulting team. This is a hands-on consulting role suited for individuals who can bring strategic thought leadership across people, process & technology initiatives in a fast-paced cross-functional global environment. Ideal candidates will have:
- Relevant experience in Marketing strategy, Campaign-to-Lead Process design, MarTech solution architecture and implementation of marketing technology solutions as a business analyst or program manager, preferably in a B2B environment.
- Understanding of marketing operations frameworks, customer journey mapping, experience design, governance structures, and performance metrics.
- Familiarity with marketing and advertising processes & systems, including digital campaign management, CRM, lead nurturing, and funnel optimization.
- Hands - on experience as a Business Analyst/ Functional lead in one or more Marketing Operations priority areas:
- Marketing automation Process & use of tools such as Salesforce Marketing Cloud, Marketo Engage, Adobe Journey Optimizer, HubSpot, Oracle Eloqua or similar platforms to drive personalized marketing communications across multiple channels and surfaces.
- Customer Data Design and use of CDP platforms such as Salesforce Data Cloud, Adobe Experience Platform / Real-time CDP, Treasure data or similar platforms to drive effective audience segmentation and personalization.
- Media Planning, buying and mix-modelling to drive effective growth through performance marketing.
- Digital Commerce process & use of tools such as Adobe Commerce, SAP Hybris, Salesforce B2B commerce cloud to drive low-touch/ no-touch revenue stream.
- Understanding of integration points between MarTech platforms, CRM systems, eCommerce portals and analytics tools.
- Demonstrated history of leveraging emerging marketing trends, tools and best practices including AI use-cases to drive innovation.
- Strong critical thinking and problem-solving abilities.
- Clear and impactful verbal and written communication and presentation skills engaging both technical and non-technical stakeholders.
- Ability to leverage data analysis and analytics to inform decisions and optimize outcomes.
- Exposure to clients/ stakeholders in a global environment.
Skills Preferred
Candidates should be able to demonstrate extensive customer transformation consulting abilities within a project team that includes the following:
Strategy & Design Engagements
- Work with high-profile onshore client stakeholders to help drive excellence across Marketing Operations function.
- Conduct People-Process-Technology current state assessment and design future state Marketing Operating model and capability roadmap.
- Develop and optimize end-to-end marketing and advertising process workflows spanning digital campaigns, demand generation, CRM integration, lead management, sales funnel enhancement, data platforms optimization and personalization.
- Experience with GenAI tools to assist in creating campaign briefs, email copy, social media posts, and dynamic ad variants at scale.
- Leverage Marketing Analytics tools to optimize third-party marketing spend, media-mix and advertising strategies through data-driven insights.
- Create documentation, playbooks, and reusable frameworks to promote process consistency and scalability.
- Work with marketing and sales teams to align on KPIs and reporting standards.
- Support the planning and delivery of market research and consumer insight initiatives.
Implementation & Optimization Engagements
- Play the role of Business Analyst/ Project Manager for marketing technologies implementation projects including Salesforce Marketing Cloud & Data Cloud, Adobe Experience Cloud, Google Analytics, and other leading tools.
- Utilize automation platforms to streamline campaign execution, audience targeting, and performance tracking.
- Support initiatives aimed at optimizing channel sales processes and ensuring cross-channel campaign alignment.
- Ability to use AI tools (e.g., Power BI Copilot, ChatGPT Advanced Analysis, Agentforce) to automate and accelerate insight extraction from campaign performance data, derive insights, and recommend improvements.
- Ensure data integrity and governance across platforms used for campaign execution and measurement.
Change Management And Other Responsibilities
- Contribute to the delivery of marketing transformation engagements, including implementation roadmaps and change management.
- Participate in business development activities such as proposal development and solution design.
Educational Background
MBA in Sales / Marketing / Strategy/ Analytics from a premier B-School
Additional Information
- Travel Requirements: Travel to client locations may be required as per project requirements.
- Experience: 2-5 years (Experience Associate) / 5-8 years (Senior Associate) of prior relevant work experience in a Marketing Operations or Marketing Analytics consulting role in management consulting organization or similar multinational environment.
