Senior Manager Customer Strategy

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Job Description

This role is responsible for championing the OML strategic shift from being product-led to becoming customer-centric through implementing and refining the OML Customer Strategy. The role will help identify customer growth markets across BUs and Countries (where to play) as well play a role in directing what Old Mutual needs to deliver to those markets where it choses to play from a CVP and Customer Moments perspective. (how to win)

The role will partner with the OML Customer Solutions team as well as the Customer teams across BUs and Countries in aligning insights on ever-evolving customer needs, to the development of compelling and differentiated customer value propositions that drive market competitiveness. The role will support the BUs and countries with frameworks, toolkits, standards, best practice as well as measurement guidelines to ensure a consistent approach to embedding customer centricity.

Key Result Areas:

Operational Delivery

• Implement and refine the OML Customer Strategy:
• Provide input into the OML customer strategic direction to support customer growth and Group lead market penetration
• Connect the Customer Strategy to the brand purpose and positioning
• Connect the Customer strategy to employee value proposition
• Provide input into BU customer strategy (Sub-market segmentation, CVP, marketing moments and CX definition) and the CVP build for segments/business units.
• Define the OML customer segmentation, lead CVP's, as well as minimum basket of customer offerings and customer experience.
• Conduct market prioritization (CAGR growth, Value growth, Geography growth)
• Implement and optimise the Moments Marketing Strategy. Provide a blueprint of Moments Marketing design principles for business units to drive consistency and integration.
• Implement, optimise and manage customer metrics and measurement strategy:
• Define and manage the OML customer success criteria and framework. Consult with the business units to ensure the framework is well rounded.
• Review and report on the OML customer measurement report.
• Review and monitor the overall OML customer narrative and ensure it aligns with the customer strategy.
• Implement and manage Customergovernance framework and mechanisms:
• Maintain customer strategy playbook and standards
• Perform OML CVP Maturity assessments to inform future CVP decisions.
• Manage the OML customer strategy habits and artefacts
• Guide GMPAS and business partners in the adoption and embedding of governance principles and accountabilities for roles.
• Perform demand-led growth mapping to inform corporate and segment business plans.
• Deliver a consistent and shared understanding of the OML customer definition and the impact on customer strategy.
• Positively influence and manage change by providing mechanisms and support to implement New Ways of Work, including digital transformation and collaboration with key stakeholders.

People

• Accountable for others time, tasks and output quality, up to 1 year.
• Balances own priorities with directing and motivating others.
• Creates a climate for optimal performance.
• Individually accountable for delivery through efforts of a team, for periods of up to 1 year.
• Manages performance.
• Plans and assigns work over the applicable period.

Finance and Governance

• Responsible for Finance and Risk management, including the management and clearing of audit findings.
• Contributes to functional resource planning and integration.
• Accountable for the operational costs to ensure that the department delivers within budget.
• Implements the functional resource plan and takes corrective action (where required).
• Manages GMPAS Financial management process and outputs.

Qualifications, Experience and Skills:

• Relevant degree (BEng/ BSc/ Bcom Maths/ Economics/ Statistics).
• 8 10 years experience in defining and implementing Customer Experience
• Extensive experience in Customer Strategy design and implementation essential.
• Demonstrated ability to manage complex projects to tight deadlines.
• Experience in managing a team.

Competencies:

• Customer First
• Execution
• Collaboration (Relating)
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question

Skills

Accountable, Customer Experience (CX), Customer Value, Value Propositions

Education

Bachelors Degree (B) (Required)

Closing Date

26 May 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.