The Assistant Vice President will lead the strategy and execution to maximise customer lifetime value through personalised, orchestrated and data driven customer engagement.
Working across marketing, sales, service, data and technology, they will use Salesforce as the organisation’s CRM to create a connected view of the customer and deliver relevant experiences throughout the customer lifecycle.
Key Responsibilities
- Develop and lead the customer engagement and lifecycle strategy, focused on retention, growth, loyalty and lifetime value.
- Leverage customer data, analytics and segmentation to identify opportunities and drive personalised engagement.
- Design and orchestrate cross-channel customer journeys using Salesforce and its wider ecosystem.
- Establish customer value, propensity and next-best-action approaches to improve commercial outcomes.
- Partner with technology and data teams to maximise the value, adoption and ongoing evolution of Salesforce.
- Define KPIs and measurement frameworks to demonstrate the impact of customer engagement on revenue, retention and CLV.
- Lead a test-and-learn culture, continuously optimising journeys, propositions and communications.
- Build strong cross-functional alignment across commercial, marketing, digital, service and analytics teams.