Head Of Customer Value Management

Description:

In this role, you will define and own the customer data plan ensuring that our road-map reflects the needs of the customer and the business. You will manage the Customer Data framework for and across the business that creates, governs, consolidates and analyses all elements of the Customer Data Warehouse and Customer Marketing CRM platform.

You will influence and deliver the Customer Data strategy & road-map so that it consistently meets the needs of the organisation, creating best in class Customer Data analytics and CRM capability that supports An Post ambitions to grow.

Responsibilities

The principal responsibilities associated with the role include, but are not limited to the following:

• Lead the organisation in building the customer value management plans for all customer data projects; introducing, implementing and testing new technologies; structuring the CVM team and aligning the team around the needs of the business.
• Deliver on the customer analytics and big data vision for An Post, documenting and interpreting the underlying business needs and laying out the next relevant milestones and roll-out plans.
• Manage the Customer Data road-map across the business, from concept to design, development and implementation
• Leverage data to identify, create and refine customer profiles and segments to tailor strategies and targeted marketing campaigns.
• Develop and implement strategies to enhance customer loyalty, reduce churn and increase customer lifetime value.
• Appoint and govern the appropriate data ownership or data stewardship roles in our customer identity and customer data warehouse solutions.
• Advocating and demonstrating An Post’s values and behaviours in your day to day work and addressing behaviour that supports/conflicts with them.