Head of Customer Strategy

Job Title: Head of Customer Strategy
Contract Type: Permanent
Location: Maidenhead, Berkshire
Salary: Competitive
Reference: 15620677
Job Published: October 05, 2017 01:00

Job Description

As the mobile industry’s most exciting brand, we’re here to challenge and change the way the industry works by putting customers first. We’re able to do this thanks to our amazing people, who share our passion for making things right. As a Marketing-led business our Marketing team is set up in a way that aligns absolutely to our customer groups. Historically they’ve bought us dancing ponies and singing cats. However more recently they truly looked to change the market – and they’ve  delivered on a mission to ensure our customers can use their devices abroad at no extra cost. The aim is to give our customers everything they want – and more – In short to make them love us. If you have a challenger mind-set, there’ll be plenty more opportunities to dare and to dream.

The Head of Customer Strategy reports into the Director of Strategy and Insights in Marketing. You will be responsible for creating the medium to long term vision improving NPS performance. It’s essential you can demonstrate a passion for the customer and have the necessary influencing skills to create a truly customer centric organisation.

As Head of Customer Strategy you will lead the development, implementation, & execution of our holistic Customer Experience strategy. As an agile & innovative individual with strong customer strategy experience you will be happy to lead a team of 4 direct reports as well as a group of cross-functional counterparts. Ultimately your role will be to reduce churn by championing the customer’s point of view. This is a new role for the business so you will have ample opportunity to shape the role and team yourself. 

If you’re ready to take things up a gear, click to apply.

A bit about us:

We exist to make mobile better for everyone. Ever since we were created in 2003, we've been challenging and changing the way the industry works by putting customers first and tackling the issues that frustrate and annoy them. We were the first mobile network to take the fear out of using data with our All You Can Eat plans. We were the first to abolish eye-watering roaming charges for people travelling abroad and we were the first network to give our customers 4G at no extra cost. We knocked out sky high prices for calling 0800 numbers before anyone else.

We’re able to do this thanks to our amazing people who share our passion and belief in making things right.