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Role Title

Customer Strategy Lead

Reports To (manager’s Job Title)

Rob Green (Head of Customer Strategy)

Directorate / Division

Commercial Division

Department

Consumer Strategy and Insight

Location:

UK, not-specific, will involve travel to Paddington

Level / Grade

PGCT

Role dimensions

Direct Reports: None

Indirect Reports: N/A

Budget/financial accountability: N/A

Role purpose

About The Team

The Consumer Strategy & Insight team is the strategic engine of VMO2’s commercial and customer strategy. We’re made up of four distinct but co-dependent areas: Insight, Commercial Strategy, Customer Strategy and Measurement. We’re responsible for formulating the short, medium & long term strategies, grounded in customer insight, for the commercial division to propel growth today & tomorrow, and ensure direction permeates through delivery across the organisation, holding business units to account against plans.

Your Role

The customer strategy lead role is broad in scope. You will act as a bridge between customer insight, market trends & consumer behaviour and what different directorates of the business do in response. Whether it’s contributing to the strategic direction of the organisation or driving effectiveness of a key commercial moment, you’ll get the opportunity to apply your strategic skills to a broad base of challenges.

In this role, we’re looking for someone who can bring real expertise in behavioural science to the team, with an evidenced background of study or professional learning and using behavioural science and economics to identify the insights that will drive their creative problem solving.

The successful candidate will also demonstrate experience of marketing effectiveness and/or cohort management, as they will be working closely with colleagues across the business to ensure the successful execution of robust test and learn for strategic initiatives.

Fluency in data planning would be an advantage, as the successful candidate will work with colleagues in our Insight & Measurement teams and Data Democracy division, acting as an internal client to them, working collaboratively to brief on needs, problems to solve and the creation and enhancement of data models and products needed to solve them.

Key Responsibilities & Accountabilities

Lead customer strategy projects, and be the key customer strategy stakeholder on broader strategy and executional projects across the business

Collaborate with cross functional teams (commercial & trading, data, product, propositions, digital etc.) to create customer-led strategies and plans that deliver our business KPIs

Bring ‘helicopter view’ thinking with a touch of magic and logic, substantiate with evidence, articulate with strategic frameworks and bring everyone with you using your high emotional intelligence and humble nature

Don’t rest on your laurels but evolve the thinking as business objectives, human, market and cultural behaviours change faster than ever

Optimise or revolutionise the strategy by continuously evaluating what has and hasn’t worked

Essential Skills, Knowledge, Or Experience

(Inc. professional or technical qualifications)

• An expert in strategic thinking and skills, with evidence of driving step change results in both commercial and marketing objectives
• Proven and evidenced expertise in behavioural science and/or behavioural economics
• Proven and evidenced expertise in complex marketing effectiveness, data planning and segment / cohort management.
• Ambidextrous ability to build a strategy and plan based on evidence and creative flair
• A masterful oral and verbal storyteller with the ambition, passion and drive to achieve big things.
• A confident and engaging presenter, experienced in translating complex ideas, content & messaging appropriately to all levels of the organisation.
• Proven strategic leadership skills on a complex, iconic brand with a track record of driving marketing strategies throughout an organisation
• Excellent stakeholder management/people skills (persuade and influence)