Senior Consulting Manager - Luxury & Customer Experience.

We are currently looking to hire a Senior Consulting Manager - Luxury & Customer Experience to join our team.

Who are we:

Founded in 2006, CXG is a global customer experience uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.

The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation. We are passionate about delivering impact.

Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.

What you will be doing:

We are seeking an accomplished and visionary professional to join our Consulting & Transformation Practice as Senior Manager.

Reporting directly to the EVP Consulting & Transformation, you will play a key role in growing CXG's Consulting & Transformation practice by developing client relationships, generating business opportunities, and leading high-impact consulting engagements for some of the world's most prestigious premium and luxury brands.

Beyond your consulting and commercial responsibilities, you will act as a strategic partner to the EVP Consulting & Transformation, contributing to the development, visibility, and long-term growth of the practice.

As part of a small and agile team of consultants, you will enjoy a high degree of autonomy and ownership. We are looking for an entrepreneurial consultant who is eager to contribute not only to project delivery but also to business development and the expansion of the practice.

This role combines business development, strategic consulting and project leadership, offering a unique opportunity to help shape the future of a growing consulting practice.

What you will work on:

Projects may include customer experience strategy, retail transformation, retail performance optimization, luxury service excellence, employee experience, learning and capability development, customer insights activation, organizational transformation, and other strategic initiatives supporting business growth and performance.

You will work closely with senior executives from leading premium and luxury brands, helping them translate insights into practical recommendations and measurable business outcomes.

Business Development and Client Growth

• Cultivate and nurture partnerships with existing and prospective clients at senior level, primarily focusing on the European market.
• Build trusted advisor relationships with external and internal stakeholders while expanding CXG’s value proposition and positioning CXG as a strategic partner.
• Leverage your professional network to identify, develop, and convert new business opportunities.
• Actively contribute to revenue growth through account expansion, opportunity identification, and proposal development.
• Act as a driving force in leading or supporting proposal development, ensuring they reflect CXG’s expertise and align with client needs.

Leadership and Project Oversight

• Lead cross-functional teams to ensure seamless collaboration and high-quality project delivery. Integrate insights from various expertise, ensuring a comprehensive approach to problem-solving.
• Oversee the overall quality of project deliverables to exceed client expectations consistently.
• Lead multiple consulting engagements from design to delivery, ensuring measurable impact and sustainable outcomes for clients.
• Structure complex business challenges and translate them into actionable recommendations and transformation roadmaps.
• Craft and deliver engaging physical and online presentations tailored to C-level executives with compelling storylines and structure.

Mentorship and Capability Building

• Mentor members of the Consulting & Transformation practice and other team members throughout CXG.
• Foster the development of their capabilities and cultivate a consultative mindset within our Customer Success team, encouraging proactivity, strategic thinking, and a passion for delivering exceptional results.
• Deliver internal training for knowledge-sharing within the team when required.
• Contribute to the development of consulting methodologies, frameworks, and best practices across the practice.

Thought Leadership

• Identify and capitalize on opportunities to develop intellectual capital.
• Publish industry perspectives, trends, insights, reports, and points of view that strengthen CXG's positioning in the luxury market.

Requirements

What you will bring:

• Bachelor’s/Master’s Degree in Administration, Business, Management, or a related field.
• 10-14 years of experience in management consulting, customer experience consulting, transformation consulting, luxury retail consulting, or a comparable advisory environment.
• Established network within the premium and luxury industry.
• Proven business development capabilities and experience contributing to revenue growth.
• Strong analytical, problem-solving, and storytelling capabilities.
• Exceptional leadership and project management skills.
• Track record of contributing to thought leadership initiatives.
• Strong mentorship and team development capabilities.
• A proactive and hands-on approach with a can-do attitude, ready to tackle challenges with sleeves rolled up.
• Ability to navigate ambiguity and drive initiatives independently in a fast-paced environment.
• Fluent in English and French, both written and spoken.

Why Join CXG?

At CXG, you will work alongside passionate experts dedicated to transforming customer and employee experiences for some of the world's most prestigious brands.

You will have the opportunity to shape a growing consulting practice, influence strategic decisions, contribute to thought leadership, and work in a truly international environment where ideas, innovation, and impact matter.

If you are looking for a role that combines business development, strategic consulting, autonomy, and the opportunity to leave a lasting mark on a growing practice, we would love to hear from you.