Permanent
London / Dallas / Boston - Hybrid
Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.
The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
Position Overview: As the CVM Lead, you will be responsible for defining the strategy, establishing, and leading the Customer Value Management function within our data team. This role is pivotal in ensuring that we optimize customer relationships, enhance customer experiences, and drive business growth through data-driven insights. You will manage a team of talented data scientists and collaborate with various teams across the organization managing consumer data, including marketing, consumer research, mobile app/website, CRM to implement a common strategy to maximize the value of our customers.
Key Responsibilities:
1. Strategy Development:
o Define the overall strategy and vision for the Customer Value Management function aligned with organizational goals.
o Establish key performance indicators (KPIs) and success metrics.
2. Team Leadership:
o Build, lead, and mentor a high-performing team of data scientists.
o Provide guidance and support for the team's professional development.
3. Cross-Functional Collaboration:
o Collaborate with teams managing consumer data such as marketing, consumer research, mobile app/website, CRM, etc.
o Create a collaborative community that encourages knowledge sharing and cross-functional initiatives.
4. Data-Driven Insights:
o Utilize advanced analytics and data science techniques to derive actionable insights that drive customer value.
o Develop and implement models for customer segmentation, personalized marketing, and retention strategies.
5. Technology Integration:
o Identify and implement relevant technologies and tools to enhance the CVM function ,and ensure that the enterprise data platform meets the needs of the organization.
o Work closely with the IT and data infrastructure teams to ensure seamless integration.
6. Customer Experience Enhancement:
o Design and implement strategies to enhance the overall customer experience based on data insights.
o Collaborate with UX/UI teams to ensure data-driven improvements in mobile apps and website interfaces.
7. Performance Monitoring:
o Monitor and evaluate the performance of customer value management initiatives.
o Provide regular reports and insights to leadership.
8. Community Building:
o Create a community of practice within the organization focused on consumer data management.
o Facilitate collaboration, knowledge exchange, and best practice sharing.
Qualifications:
* Proven experience in a leadership role focused on customer value management or related fields.
* Strong background in data science, analytics, and customer insights.
* Experience managing and leading teams of data scientists.
* Excellent collaboration and communication skills to work effectively across diverse teams.
* Strategic thinker with the ability to translate business objectives into data-driven strategies.
* Familiarity with relevant technologies and tools in the data and analytics space.
Education and Experience:
* Bachelor’s or Master’s degree in a relevant field (e.g., Data Science, Business Analytics, Digital Marketing).
* 5 -7 years of experience in data science, analytics, or a related field.
* 5-7 years relevant experience in Customer value management (customer lifecycle management) and experience in defining strategies to drive engagement and conversions in Travel or other industries with proven results
* Data analysis and Science: Proficiency in using data analytics to track customer behaviour, identify trends, and measure the effectiveness of customer value management programs. Able to effectively manage a team of data scientists to analyse data and create models and decisioning and rules engines.
* Strategic thinking: The ability to develop and execute strategies that maximize customer value and loyalty.
* Customer insights: A deep understanding of customer needs, preferences, and behaviours, obtained through market research, customer surveys, and data analytics. The ability to think about data differently, using it to identify customer behaviour and tell a story to the business to influence decision making
* Innovation and Problem Solving: ability to identify and solve complex customer experience challenges and continuously improve the customer experience. The ability to execute tests or trials to validate approaches
* Communication skills: The ability to communicate effectively with cross-functional teams, including commercial, marketing, product development, and customer service.
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com
We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.