Head of Customer Strategy (M/F) LMIM502443 recruitment
Job description
As Head of Customer Strategy, your purpose will be to help enable the Wealth Management team to continuously listen and deeply understand affluent customers, and to design and ensure the delivery of a superior customer experience through the identification of concrete improvement strategies and actions. Key responsibilities:
Coordinate customer research, segmentation and proposition testing activities.
Putting in place customer metrics and on-line, off-line feedback systems (eg Net Promoting Score, web analytics) aligned with Group guidelines Create a process to systematically analyze, discuss results, agree and follow-up improvement actions to the customer experience. (Objective is to make concrete improvements at least every quarter) examples of this: customer reporting, application process, customer extranet navigation
Support internal communication initiatives aimed at making the whole organization aware of the voice of the customer and what does this mean to them.
Lead the construction of a Wealth Management Europe customer database and influence processes to continuously enrich it.
Provide input for the Group CRM project in relation to the needs of European business.
Perform data analysis to understand surrender rate, top-up patterns; propose and coordinate plans for up-sell and retention. Measure the effectiveness of these.
Adapt the Group customer principles to the European business, in the form of standards at the different touch-points in the customer experience.
Audit the current customer experience in the different markets, identify gaps with principles, agree and ensure improvements.
Who we are looking for
Minimum 10 years of experience.
Demonstrated experience developing/transforming customer centric experiences, CRM strategy
Customer research and insight
A good balance of analytic and creative skills
Understanding of statistic models and methods for data mining for marketing use
An understanding of on-line user experience design principles is preferred
International experience preferred
English fluent
Michael Page Contact
Your application will be sent to Meredith Minnaert.
To apply, click on : http://www.michaelpage.lu/offre-emploi/502443-head-of-customer-strategy.html
Reference LMIM502443