Stanton House is searching for a customer centric, data driven and commercially minded individual to join a leading energy company as their Customer Strategy Director. In this pivotal role, you will balance data-driven rigour with creative thinking to influence major commercial themes within the business, delivering a customer transformation that results in greater customer acquisition and loyalty.
Your remit will include strategic planning, building out investment cases, and go-to-market readiness. You will shape and lead the long-term customer growth strategy with a real focus on making change happen and in driving execution. This is an opportunity to build the strategy and then make a fundamental impact on a significant business.
Key Responsibilities
* Define, drive and deliver a 3-5 year strategic roadmap that delivers sustainable growth that is truly customer centric.
* Directly impact customer lifetime value and loyalty, by overseeing the design and performance of customer value propositions.
* Leverage customer, market, and competitor insights to build growth plans that stay ahead of emerging trends and opportunities.
* Champion a customer-led, enterprise-wide approach to growth, pulling together the leadership and operational teams across the business to embed genuine customer centricity.
* Lead insight strategies to position the brand for growth and relevance.
* Role model and embed a culture of customer obsession across the organisation.
Candidate Profile
* A proven track record of developing and executing strategic growth plans, customer strategy, and commercial transformation within a large, regulated, customer driven environment.
* Evidence of delivering transformation and improvements in both customer acquisition and loyalty through strategic interventions.
* Knowledge of evolving technologies and how AI impacts customer propositions would be beneficial as would experience in contact centre driven customer environments
* Experienced in translating customer and market insight into strategic and tactical decisions.
* Demonstrable ability to lead cross-functional collaboration working with Executive stakeholders and operational teams
* Commercially astute and comfortable navigating both strategic ambiguity and operational complexity.
* Strong academic background, some experience in strategic consultancy could be beneficial