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Customer Strategy Manager

We've got big ambitions.   
 
Ambitions that see us want to grow and become one of the nation's best-loved brands.   
 
Sound interesting? That's just the start.   
 
We're leading our industry in terms of change, and delivering amazing experiences for our customers. And our Marketing team is at the epicentre of it all.  
 
We're a diverse bunch brimming with talent. Firing on all cylinders with a culture that not only takes care of our people but empowers them to deliver career-defining work.  
 
All this means we need more brilliant people. Ones who share our ambition, and get stuck in with the next and most exciting part of our story.  
 
Are you in?

Job description

Job Context
Are you creative? Do you love designing new experiences? Do you obsess about customer experience? If so, this role might be right for you.

Customers are expecting more from brands. Digital is making things easier. New channels are opening up. This innovation role is focused on taking innovation and making it happen in our business. Customer Strategy connects the bigger business ambitions to the day-to-day needs of customers. You will be able to generate ideas, concepts, opportunities and articulate them to excite others. Our brand is growing and reaching into new territories. We can only do that if we reinvent the experiences that customers have for the better.


Roles & Responsibilities
You are a creative. You love expressing yourself. You are passionate about people having great experiences and may even have trouble settling anything but the best. You generate ideas by the bucketload. On any problem or challenge. You will be working with any part of the business who need to take things to market. Sometimes that will mean creating new concepts. Sometimes rethinking old.

You will have an ability to develop high-level strategies and see how they translate into day-to-day decisions. You are great with people and find networking easy.


The key accountabilities will include:


• Acting as a customer champion ensuring that customer needs always guide the outcomes of strategic documents, which can overindex on financial models
• Bringing to life new ways to exciting customers about concepts that they should love – new and old
• You will often be expected to be the “conscience of the customer” in the room
• You must be able to look at new businesses that are gaining traction, identify what they are getting right and how we can quickly use that
• Constantly keeping abreast of developments in customer experience and supporting the business with category insight, best practice and emerging trends

Skills, Experience & Qualifications

 • Brilliant thinker able to translate trends/development across markets
• Obsessive about great customer experiences with many examples of how you have delivered these from thought to launch
• You obsess about emerging tech and where it could go.
• Superb communicator with examples of how you persuade different audiences
• Ability to think big with attention to the detail
• Ability to understand and effectively use customer insight to drive strategy
• Strategic planning and organising skill
• Collaborative to the core. Able to build coalitions.
• Ability to work in a fast paced, agile environment
• Ability to influence & negotiate at senior management level

Job details

Job ID:
1802XS
Date Posted:
07/12/2018
Location:
Maidenhead
Work Location:
Maidenhead Office (Star House)
Job Type:
Permanent
Contract Type:
Full-time
Hours Per Week:
37.5
Shift Pattern:
Standard Working Week
Apply now.

“It’s a feeling of belonging. You wake up and you want to go to work!”

Amy, Oxford Street Store

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