Customer Value Management Expert

Details

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Role Purpose/Business Unit:

To own the design, delivery and optimisation of insight-led cross-sell and upsell interventions across all consumer segments, regions and channels, growing customer value and product adoption while managing call-centre partnerships and associated commercial agreements.

Your responsibilities will include:

Own the commercial performance of an assigned base-management portfolio across all consumer segments, regions and channels, identifying customer-value and product-adoption opportunities and translating these into prioritised cross-sell and upsell interventions.

Design customer propositions and treatment strategies based on customer insight, regional and channel requirements, commercial viability and channel suitability, including recommendations on eligibility, targeting, offer structure, contact approach and customer journey.

Lead the end-to-end delivery of prioritised base-management initiatives through cross-functional teams, regional and channel teams, and call-centre partners, providing clear commercial briefs and resolving dependencies across Analytics, Campaign Execution, Digital, Retail, Contact Centres, Pricing, Finance, Product, Technology and Customer Operations

Partner with regional and channel teams to translate portfolio priorities into executable plans, align interventions to local customer and channel opportunities, track performance, and agree corrective or optimisation actions.

Evaluate portfolio and intervention performance using appropriate test-and-control, incremental value and customer outcome measures, and independently recommend whether initiatives should be scaled, redesigned, paused or discontinued.

Maintain and influence the base-management commercial and capability roadmap, incorporating segment, regional and channel requirements and presenting decision-quality recommendations to senior stakeholders and governance forums.

The ideal candidate for this role will have:

Relevant three-year degree in Business, Commerce, Marketing, Statistics, Data Analytics, Engineering, Actuarial Science or a related discipline.

Minimum of five years’ relevant experience in customer value management, base management, cross-sell, upsell, lifecycle management, direct marketing, commercial analytics or partner/channel management.

Demonstrated experience designing, delivering and optimising measurable customer interventions and managing commercial performance.

Core competencies, knowledge, and experience:

Strong base-management and commercial capability, balancing customer value, revenue, margin, product adoption, offer cost and customer experience.

Analytical capability, including customer segmentation, regional and channel performance analysis, product-holding analysis, propensity-led targeting, test-and-control design and incremental value measurement.

Experience designing and optimising cross-sell and upsell interventions across assisted and digital channels and multiple customer segments.

Proven ability to work with regional and channel teams to convert commercial priorities into executable plans and improve performance.

Proven ability to manage outsourced or partner-led call-centre delivery and associated commercial performance.

Strong commercial-agreement, stakeholder-influencing and negotiation skills in a complex