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Job Vacancy Details

Head of Customer Management

Financial Services

East Midlands

Permanent ⁄ £60000 - £85000

Updated October 1, 2008

The Cross Sales team is a £100m profit contributor in the UK. It is critical to identify strategies to grow the customer base in order to maximise profit contribution. The customer base can be increased by acquiring more customers and retaining current ones. Head of Customer Management will be leading the Acquisitions and Retention business for Cross Sales. Manage the P&L impact of Acquiring new customers and retaining existing customers. This role is the owner for the Cross Sales investment spend. Maximise the current channels for Acquisitions and launch new channels in order to bring relevant Cross Sales Offers to our Customers at the relevant time in their Customer lifecycle. Lead development of a Needs Based Product Offering strategy and embed it in the various channels to target the right customer for the right offer. The objective is to maximise customer value.
Manage the Reactive Retention strategy to ensure customers that contact to cancel their Cross Sales products/ services are incentives to continue their relationship and enhance UK profit pool.
Design and lead the Pro-active retention strategy and business to model and identify customers who are likely to attrite and provide them with meaningful propositions to maximise customer value and profits.
Lead the optimisation of Customer Communications
Develop and manage the customer contact strategy and enhance customer experience while maximising profits and optimising customer contact.
Lead the management with various partners and suppliers in order to acquire and retain customers.

Who we're looking for
Leadership
Strategic thinking
Customer management & planning
Marketing communications
Highly effective communication and relationship skills
High commercial acumen and negotiation skills
Insight-driven customer focus
Team-working
Essential
Leadership experience<BR>?{ Proven experience of effective Customer management
Innovative thinking
Degree level education or equivalent

Preferred
Customer Insight / research experience<BR>?{ Project management
Essential
Satisfies the FSA criteria for an approved person, both initially and ongoing
Management experience in FTSE 100 company

Preferred
Marketing, communications or business administration qualifications
Strategy development experience<BR>?{ Influencing cross sales growth
Customer management strategy
Development of a high performing team
Identification and generation of new sources of income from scarce channel resources and marketable contacts