Lead, Customer Strategy

About This Role

Job summary:

To manage customer-centric initiatives that enhance the overall customer experience and contribute to business success. Analyze customer data, develop plans, collaborate with stakeholders, and lead initiatives that foster customer loyalty and satisfaction.

General Responsibilities:

• Policy, Procedures, Process and Systems
• Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
• Reporting
• Ensure that all reports are completed timely and comply with the business policies and standards.
• Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
• Comply with organization’s requirements in a timely manner.

Job Specific Responsibilities:

• Conduct in-depth analysis of customer data to identify trends, preferences, and behaviors.
• Utilize customer feedback, surveys, and market research to inform strategic decisions.
• Develop customer personas and journey maps to enhance understanding of customer needs.
• Collaborate with cross-functional teams to develop and implement customer-centric strategies that align with overall business objectives.
• Define key performance indicators (KPIs) to measure the effectiveness of customer strategies and initiatives.
• Create and maintain a strategic roadmap for customer engagement and experience improvements.
• Identify opportunities to improve the customer experience across all touchpoints, ensuring a seamless and positive interaction with the brand.
• Lead initiatives to enhance customer satisfaction and loyalty, including loyalty programs and personalized marketing efforts.
• Act as a liaison between customers and internal teams, ensuring that customer needs and expectations are communicated effectively.
• Monitor and analyze the performance of customer strategy initiatives, providing regular reports and insights to management.
• Use data analytics tools to track customer engagement metrics and assess the impact of strategies on business performance.
• Stay updated on industry trends, emerging technologies, and best practices in customer strategy and experience management.

HSE, Security, and Risk Protocols:

• The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:
• Taking reasonable care of their own health, safety, and security.
• Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
• Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
• Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.
• Report all HSE and security incidents and work-related injuries.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.

Essential Requirements

• Bachelor’s degree in Business Administration or equivalent
• 6 years of relevant working experience

Desired Requirements

• Master’s degree in Business Administration or equivalent
• 9 years of relevant working experience