IndirizzoGlobal Customer Strategy Manager– Segmentation and Lifeycle
Location: Hybrid (London or Corby)
RS Group seeks a permanent Global Customer Strategy Manager to join our team. As a Global Customer Strategy Manager, you will lead the strategy, development, and implementation of Global Customer Segmentation & Lifecycle frameworks across all RS Regions & Business units.
What You'll Be Doing:
- Developing and deploying a Global Customer Strategy.
- Utilizing customer insight to develop a customer segmentation strategy, informing data science modeling requirements and ensuring regional alignment and buy-in.
- Developing high-level propositions for each customer segment, validating with commercial insights, opportunity quantification, and cost-to-serve models, building a globally aligned framework executable regionally.
- Determining desired service models per customer segment to ensure maximized cost-to-serve, developing global blueprints for future propositions or delivery models as required.
- Building a global understanding of typical lifecycle stages per customer segment, establishing global working groups to define and implement standardized lifecycle stages including cycle length and entry/exit criteria.
- Working with regional sales and marketing leadership teams to develop channel deployment frameworks relative to customer segments and lifecycle stages, building connected, commercially focused lifecycle activity.
- Collaborating with Product and Process Owners to develop product roadmaps and optimize capability, including the ability to personalize relative to segment and connect commercial engagement across channels (e.g., marketing through to sales lead development) as required to deploy global blueprints.
- Working within the broader Global CXO function to inform journey design, listening strategies, experimentation, personalization, and product development roadmaps.
- Collaborating with relevant regional CX teams to help inform their strategies, priorities, and roadmaps.
About you:
The ideal candidate for the Global Customer Strategy Manager role should have strong experience in developing Customer Strategy on a global scale.
Key qualifications and attributes include:
- Demonstrated experience working within matrix teams across multiple geographical locations.
- Proven ability to enhance performance through the delivery of Customer Experience.
- Extensive expertise in customer journey development or service design principles.
- Strong comprehension of delivery promise dates, supply chain capabilities, and delivery propositions.
- Proficiency in customer journey mapping, tools, and processes.
- Ability to cultivate positive relationships, pursue high performance, and prioritize personal development.
- Advantageous to possess project management and Lean/Six Sigma qualifications and experience.
- Strategic thinking capabilities with adept planning skills.
The extras you’ll get
At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:
- Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
- Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
- Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
- Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
We are RS
At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.
Our purpose? Making amazing happen for a better world.
We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.
We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.
We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.
Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.
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