Customer Strategy Manager

Vacancy posted: Monday, 17 October 2016

Location: Glasgow

Closing date: 31 October 2016
Job ref. no.: 509418





At SSE, doing more for our 9 million customers across the UK and Ireland drives us, adding value to their lives motivates us; and getting things absolutely right for them matters to us most. We are one of the UK's largest and most diverse energy companies, always looking to identify great talent to support SSE's growth in the energy industry.

The Customer Retention and Value Management team is responsible for managing domestic customer churn across all our product portfolio through creating customer strategies that drive retention, value and ensure positive customer outcomes. An exciting opportunity has arisen for a Customer Strategy Manager who will be responsible for designing and delivering the segmented customer strategies in line with our value management ambitions.

We're looking for an experienced marketer with sound commercial skills who is motivated by pinpointing opportunities to enrich our engagement with customer groups. This means identifying a new offer, contact or experience that increases the value or the retention rate of the target segment.  You'll need to be numerate and used to drawing actionable insight from data and research, as well as being comfortable with fact finding within our customer service operation.  You'll develop a deep understanding of the needs of the segments to help you shape exactly the right set of strategies.  You won't be responsible for the implementation but you will be expected to have a strong position on what is required to make a strategy successful in deployment, and happy to work with a range of different stakeholders to make this happen.

Keeping up to date with industry and market innovations will be essential so that we can improve customer experience and retention rates, and that we can ensure best practice is adopted at all times.

To be successful in this role, we are looking for someone with a significant background in marketing or consulting, ideally within a regulated market, who has experience working with multiple corporate stakeholders and who has the ability to influence within a matrix management structure.  You will have extensive evidence to show how you have taken customer insight and data and used it to define long term customer centric commercially astute strategies and just as importantly actioned them.  While in this role you won't be designing propositions we want someone who has a solid understanding of proposition development process.  Through proactively using your knowledge of other organisations, best practice and market leading methodology you will make sure that we create the most appropriate approach which will secure customer and commercial outcomes. You will be financially astute with experience of managing budgets and setting and delivering targets, with a solid understanding of the commercial implications of changing customer behaviours. You will have a proven background working with contact centre and digital channels and a firm grasp of how customers interact with them. You pride yourself on customer excellence and are constantly looking to maximise every opportunity to gain more customer insight and drive the continuous improvement of strategies. Strong communication and decision making skills are essential in this role as you will be expected to lead and influence stakeholders at all levels throughout the business, sometimes with incomplete information and against timescales.

In return, we can provide you with an attractive benefits package including Company Pension, life insurance, share plans, generous leave entitlement (with the option to purchase additional leave), reduced rates for phone, broadband and energy supply plus a host of other rewards and lifestyle benefits.

This advert is open to internal and external candidates. Internal candidates, as a courtesy, please notify your line manager prior to submitting an application. The successful candidate will be subject to the company vetting and verification process which includes a basic criminal record check.

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