Head of Customer Proposition – Brighton recruitment
My client is a leading Private Health insurance firm with a global footprint
Reporting into the Marketing Director the Head of Customer Proposition must be able to evaluate and analyse vast and varied amounts of information and draw conclusions and recommendations, based on customer needs. He/she must be able to formulate a strategy to drive growth and profitability and articulate this in a compelling and articulate manner to secure the commitments of the rest of the organisation. He/she must be able to evaluate the ROI of any activity he/she recommends and adjust the course of action to mitigate risks and maximise returns.
The purpose of this role is to shape and define the customer propositions, based on deep customer understanding on a regional (Far East and Middle East) basis and be able to drive the implementation of these propositions all the way through the organisation, specifically within the proposition implementation team in terms of product, communications and web activities
This role will require occasional long haul travel but will be based in the UK
Responsibilities
• To gain a deep understanding of specific customer segments in a region.
• To be able to represent customers in a region and drive change in the business on behalf of these customers.
• To agree and set KPIs with the Proposition Delivery team and have overall accountability for project delivery to time, cost and specification.
• To define and drive the Acquisition and Retention Strategy at regional level, whilst adhering to the principles set at a global level to avoid conflicts and contradictory approaches.
• To define product needs in line with customer and market needs in the region.
• To define the communication strategy within a region.
• To act as the primary interface with the market development team.
• To liaise with local business units to best leverage synergies with local business products and offerings.
• To develop a thorough understanding market and competitor activity/intelligence and to develop strategy accordingly.
• Generating and distilling meaningful, actionable insights.
• Ensuring that marketing strategic priorities are framed within the context of driving acquisition or retention based strategies.
• Using KPIs to assess the effectiveness and the efficiency of the marketing plan, to inform budget decisions and to prioritise future activities.
• Monitoring the customer experience against the promises made for each customer segment in the region and taking or influencing corrective action within and outside of our team.
PERSONAL SKILLS EXPERTISE
- Educated to degree level or similar
- Ability to think strategically and execute plans effectively to deliver results.
- A solid background in people management experience, ideally with experience in managing across different sites and time zones.
- Evidence of ability to manage people at senior ‘management level’ and managing people in a matrix of non-reporting roles.
- Experience of having worked in an international environment.
- Strong stakeholder management skills and knowledge.
- Commercially astute/able to write business case.
Candidates must have right to work in the UK/EU