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Job Vacancy Details

Customer Value Manager

Energy/Power

Staines, Middlesex

Permanent ⁄ £50000 - £60000

Updated September 20, 2008

Anew business unit with full responsibility for delivering the P&L of theutilities prepayment customer base. The business has just been returned to profitability and now has ambitions of aggressive growth.

Reporting to the Head of Sales & Marketing, you will have complete ownership of customer management strategy for customers. You will need to develop a detailed understanding of our customers, how they generate value, our competitors and the way in which our markets operate.

You will be responsible for developing customer management strategies which encompass retention, proactive customer loss, cross-sell, up-sell and customer experience through critical journeys. You will identify which customers we want to retain and which customers we want to divest from, ensuring the overall customer numbers are on or ahead of target.

You will lead a team to focus on those key customer strategies which ensure maximum return on investment of the directretention budget, ensuring it is spent in the most cost effective manner and results in the retention of the most valuable customers. Your plans will address some of the key customer journeys which drive customer losses and dissatisfaction and you will lead a team ofcustomer service advisors who will implement the outbound/inbound proactive service strand of your plan.

In implementing your strategy, you will work closely with the Customer Insight Team, Brand & Marketing Communications team, channel owners and customer operations teams and will need to put in place appropriate metrics and reporting to track performance.

Who we're looking for
The ideal candidate will demonstrate:
• Strong marketing skills and knowledge of developing effective, proven customer marketing strategies.
• Strong strategic capability, able to evaluate complex market and customer environments, and develop a clear vision to achieve commercial goals.
• Proven backgroundof strategic customer planning, developing differentiated customer strategies and delivering above target performance.
• A track record of leading a team to successfully deliver complex initiatives across multiple channels, including in a customer service environment.
• Proven leadership skills, able to develop relationships with, influence and direct operational management teams across the whole of the business.
• A passionate customer focus, able to understand customer needs, how best to meet them and inspire customer centricity in those around them.
• Good analytical skills and commercial acumen, able to relate operational activities to the value they generate.

About our client
Our client is a householdnameleading utilitiescompany.

What's on offer
Salary + Benefits

Michael Page Contact
For further info, apply or phone on +44 (0) 1932 264 000. Job Ref: 12996214
Your application will be sent to Paul Mason.