As Customer Proposition Lead, you will play a pivotal role in shaping how we engage with our customers throughout their lifecycle. This role involves understanding customer needs, developing and delivering customer-centric solutions and strategies, and ensuring they are effectively communicated and implemented to drive business outcomes.
Core Purpose and Impact of the Role:
Strategic Vision: Developing and executing a customer proposition strategy that aligns with the overall business objectives to structure marketing and customer experience efforts, improving the journey and increasing loyalty and revenue.
Customer Lifecycle Management: Managing customers throughout their entire journey with the brand, from initial awareness to long-term loyalty and advocacy.
Tracking and analysing interactions at each stage to build loyalty, drive repeat purchases, and increase customer satisfaction by providing personalised and effective engagement
Customer Understanding: Conducting customer research, analysing data, and using insights to identify unmet needs and opportunities for improvement.
Proposition Design: Creating and designing compelling customer propositions that deliver value and differentiate the business from competitors.
Cross-Functional Collaboration: Working closely with marketing, digital, sales, and other teams to ensure seamless integration of customer propositions across all channels.
Performance Management: Monitoring and analysing the performance of customer propositions, identifying areas for optimisation, and making data-driven decisions.