Head of Customer Value Management
About the Role
As we make big moves to successfully deliver a sustainable, profitable business in a digital world, we continue to transform our business by investing in our people, technology and processes.
We are dedicated to providing exceptional products, services and experiences for our customers and as we continue this journey we are establishing a Customer Value Management (CVM) capability that spans business functions to unify the way customer data is generated, collated, viewed and used for analytic insights to engage our customers and drive An Post business objectives.
We are seeking a Head of Customer Value Management to develop and implement strategies to optimise the lifetime value of our customer base across our An Post Commerce and An Post Consumer businesses. You will work closely with various teams, including Sales, Marketing, Group Technology Solutions (GTS – including our central Data & Analytics teams ) and Contact Centre to analyse customer data, identify opportunities, and execute initiatives aimed at increasing customer loyalty, retention and overall profitability
In this role, you will define and own the customer data plan ensuring that our roadmap reflects the needs of the customer and the business. You will manage the Customer Data framework for and across the business that creates, governs, consolidates and analyses all elements of the Customer Data Warehouse and Customer Marketing CRM platform.
You will influence and deliver the Customer Data strategy & roadmap so that it consistently meets the needs of the organisation, creating best in class Customer Data analytics and CRM capability that supports An Post ambitions to grow.
Responsibilities
The principal responsibilities associated with the role include, but are not limited to the following:
Lead the organisation in building the customer value management plans for all customer data projects; introducing, implementing and testing new technologies; structuring the CVM team and aligning the team around the needs of the business.
Deliver on the customer analytics and big data vision for An Post, documenting and interpreting the underlying business needs and laying out the next relevant milestones and rollout plans.
Manage the Customer Data roadmap across the business, from concept to design, development and implementation
Leverage data to identify, create and refine customer profiles and segments to tailor strategies and targeted marketing campaigns.
Develop and implement strategies to enhance customer loyalty, reduce churn and increase customer lifetime value.
Appoint and govern the appropriate data ownership or data stewardship roles in our customer identity and customer data warehouse solutions.
Advocating and demonstrating An Post’s values and behaviours in your day to day work and addressing behaviour that supports/conflicts with them.
Knowledge & Experience
You will have 10+ years data analytics experience with a level 8 (or higher) degree in Business/IT or related subject area with a proven track record of leading large customer data programs. You are adept at utilising statistical analysis and modelling tools in addition to customer segmentation and CRM tools. You are also proficient using data visualization software such as Oracle (ideally), or Power BI. Your experience to date should encompass a blend of commercial, customer experience & technical skills.
As an excellent communicator with high emotional intelligence, you have demonstrative experience managing and motivating cross-functional (Fusion) teams, maximising efficiency and ensuring the quality of output. As a strong leader and team player, you excel at building capability, working across data ecosystems, enhancing a collaborative, data driven culture.
You are a strategic, results driven individual, with a creative response to problem solving. If you are experienced and passionate about implementing strategies to enhance customer loyalty, reduce churn and increase customer lifetime value, we would love to hear from you.
Critical Competencies
(The following competencies are critical to the delivery of results and/or to superior performance in this role)
Technical & Professional Knowledge
Commercial Awareness
Customer & Quality Focus
Decision Making / Judgement
Influencing & Gaining Commitment
About the Benefits
In addition to a highly competitive remuneration package we offer access to the following:
An Post Company Medical Scheme
An Post Pension Scheme
PRIP Bonus Scheme
Paid Maternity Leave
Paid Paternity Leave
An Post Employee Assistance Programme
Digital gym with daily scheduled workouts
Secure on-site bicycle parking & Cycle to Work Scheme
Tax Saver Travel Pass
City centre location
How to Apply?
We welcome all interested candidates to submit a detailed CV to talent@anpost.ie by 5.00pm on 27th June 2024.
At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us at talent@anpost.ie.
About An Post
An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.
An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!
