Job Overview
This is a leadership role that oversees the management of customer relationships, focusing on strategy and program development.
The ideal candidate will have experience in customer base management, CRM, loyalty, or lifecycle marketing, with strong strategic thinking and data literacy skills.
Key Responsibilities
1. Develop and evolve the customer base management (CBM) strategy to align with broader business and customer goals.
2. Design and lead customer programs that enhance communication, loyalty, and lifetime value across the customer lifecycle.
3. Create a Centre of Excellence approach for direct communications, ensuring coordinated development of CBM initiatives.
4. Champion a data-led approach to customer understanding, segmentation, and decision-making.
5. Collaborate with Marketing, Product, Data, Digital, and Technology teams to ensure coordinated development of CBM initiatives.
6. Lead a team of customer strategists, fostering a high-performance, customer-first culture.
7. Embed measurement and optimization into all customer base management strategies, using OKRs as the key measurement for impact.
8. Keep the CBM team and wider organization up-to-date on customer communication needs, trends, and innovations in CRM, loyalty, and customer communication technologies.
Requirements
The successful candidate will possess:
* Proven experience in customer base management, CRM, loyalty, or lifecycle marketing leadership roles.
* Strong strategic thinking with a record of developing CBM strategies and Centre of Excellence approaches.
* Enthusiasm about customers, their experiences, and what drives their behaviors.
* Highly data-literate with a strong understanding of customer analytics, segmentation, and personalization.
* Excellent communicator and collaborator, able to influence across the organization.
* Experience with customer technology platforms, CRM systems, and data tools is a plus.
* A growth mindset, comfortable operating in a fast-paced, evolving environment.
* Strong leadership and people management skills; experience in building high-performing, purpose-driven teams.
Benefits
Our hybrid working model offers flexibility and choice, while our benefits package includes:
* Market-leading pension scheme.
* Healthcare scheme.
* Variable pay.
* Employee assistance program.
* Family leave options.
* Two volunteer days per year.
Keyword: Leadership