Head of Customer (Marketing)

Head of Marketing

Ref: 1375Monday 18 October 2021


Our client is a well known and respected financial services organisation who are looking to enhance their leadership team by recruiting a Head of Customer which includes leading the Marketing team.

The Head of Customer will be responsible for developing and then delivering on the organisation’s customer and commercial strategies, executing through the marketing mix to achieve the required net promoter scores and financial goals.

Reporting to the Chief Commercial Officer, the Head of Customer will have wide ranging ownership of Marketing, Product, Communications, Customer Data and Insight and Brand at a strategic level to grow both customer satisfaction and increase profit.

Key responsibilities:

  • Senior leader within and without to advocate the mission and role model for their values
  • To champion the 'voice' of the customer to drive positive change through the way the organisation serves them
  • To be the brand guardian and champion
  • To drive the commercial agenda through the product strategy and its execution through the marketing mix to achieve company income goals

To include:

  • Lead and develop the Marketing team
  • Champion the development and delivery of digital routes to market to build omni-channel customer experience
  • Lead the delivery of the Marketing plan in support of the corporate plan considering distribution and customer requirements, third party support, CRM and communications plans.
  • Oversee product development, working closely with the Senior Product Manager to develop a product strategy. Providing support to ensure audit processes for product development are carried out and are compliant and following product governance.
  • Responsible to drive commercial performance through executing sales & marketing plans and activities, ensuring these are relevant and adapted in line with business needs.
  • To establish a direct and measurable link between the marketing plan and value added in lead generation, financial return, and brand equity.
  • Lead the development of effective customer relationship management capability, working with the Chief Commercial Officer. To then demonstrate incisive customer profiling from the CRM system through targeted and effective acquisition, cross selling, and retention.
  • Project planning and monitoring to ensure that key objectives are met
  • Providing recommendations to cross functional teams about improving the customer experience through business intelligence insights
  • Responsible for customer segmentation and its development – B2B and B2C
  • Through analysis, identify opportunities and strategies to drive improved commercial outcomes

The ideal candidate:

  • Proven leadership skills with strong commercial acumen
  • Customer centric approach to improving financial returns
  • Experience of managing or working closely with a Marketing team
  • Strong understanding of developing data insights and use of analytical tools
  • Previously had ownership of a P & L
  • Financial services experience beneficial but not essential