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Head of Customer Value Management

Job Title: Head of Customer Value Management
Contract Type: Permanent
Location: London
Salary: Not Specified
Reference: 146342
Job Published: February 23, 2021 12:21

Job Description

Job Description

This role will drive the plan of how we build true Next Best Action across all outbound comms and inbound channels, with the view to take our customers to a truly world class level. This is a challenging commercial, financial and strategic role, as it will require to define how to best marry the customer outcomes and the commercial outcomes, at scale, in all channels. It is strategic, because it will set the capability and the tools required for the future. Although it is strategic, it also requires a pragmatic mind making the most of the current capabilities and building on them towards the end solution (we win as we built mindset).

The role leads a dedicated squad, and will have a strong impact on our financial performance, through the delivery of a more efficient contact strategy and the delivery of private pricing at scale.

You'll have the following responsibilities

  • Optimise the contract strategy at an individual and at a household level, to ensure that we deliver the commercial and strategic priorities

  • Part 1 - Prioritising the 'when' and the next type of communication (e.g. engagement, upsell, xsell…)

  • Part 2 - Defining 'what offer' for both inbound and outbound using private pricing capabilities (i.e. rules, commercials, metrics)

  • Part 3: Aggregate commercial impact of activities and HH P&L impact Support Human & Machine journey squad to optimise Pega capability from a commercial point of view and to maximise adoption of recommendations in channels (inbound, outbound, digital)

  • Build the tools and processes to combine journey squad driven models and business rules into one optimised customer journey

  • Build the tools and processes to ensure NBA is consistent across inbound and outbound channels (including service)

  • Oversee and optimise the transition from tactical to a strategic NBA solution

Candidate Description

You'll have the following skills & experience

  • Strong commercial skills required and deep customer base management expertise, with direct experience of leading a base management customer journey

  • Strong strategic skills required with demonstrable experience of tangible strategy implementation in a complex and technological context

  • Strong analytical and financial skills (significant part of role covers private pricing)

  • Ability to influence senior stakeholders across a range of complex issues - primarily at Director Level but up to MD

  • Strong experience in driving people and cultural change

  • Extensive base management experience (journey management with sizeable P&L and/or customer base)

  • Experience of a role with strong Strategic or Financial aspect would be a plus

Employer Description

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT (