Product & Proposition Manager. Head of Customer Engagement. Aylesbury, Buckinghamshire, HP21 8ZB

Transcription

1 Job description Job Title: Department: Reporting To: Staff Responsibility: Location: Product & Proposition Manager Customer Experience Head of Customer Engagement none Aylesbury, Buckinghamshire, HP21 8ZB Date: September 2015 Company purpose: The Share Centre s purpose is to enable more people to enjoy straightforward investing. Job Purpose: The role holder is tasked with ensuring our products, pricing and proposition deliver to this purpose and achieve our commercial plans, including sales plan, in line with our values. The role mandate is to create a simple and straightforward set of products, with the appropriate pricing that attract new customers and retain existing customers. Working with the broader marketing team and wider business these should then be positioned within clear and compelling propositions. This role thus controls the levers that set The Share Centre apart from and ahead of the competition, in ways that are embraced by colleagues and valued by customers, and, better enables The Share Centre to attract and retain our target customers so as to generate sustained profitability and business growth. This role is accountable for the continual evolution and development of products, pricing and proposition. Principal Accountabilities To continuously develop propositions, pricing and products in line with The Share Centre purpose and strategy Develop propositions, pricing and products that fit our core business offering and attract and retain customers Ensure clear understanding of Customer Lifetime Value and key enablers resulting in financial performance in line with business plan Ensure that our pricing is competitive, has market cut through and enables commercial metrics Ensure that our propositions, products and pricing are fit for purpose over a 3-5 year business strategy To ensure that our pricing, propositions and products are compliant Production of product marketing literature to then feed into marketing communications Partnerships and Acquisitions Lead the marketing contribution to the pitch processes for any new potential Partnership or Acquisition Working with any partners, to ensure that the proposition is evolved in line with plan 11/09/15 1

2 Lead, develop and retain a high performing team Responsible for working closely with the Head of Customer Engagement and user experience managers (on and off-line) to ensure that the end-to-end customer experience is considered in the development for all customer propositions, charging structures and products. Create relationships outside The Share Centre Create and manage a network of contacts in companies outside The Share Centre in order to ensure that best practices are understood and, where appropriate, adopted within The Share Centre Use this network and conference speaking opportunities to foster understanding of the steps that The Share Centre is taking to work on developing our brand and propositions, so improving the external impression of The Share Centre, aiding future recruitment, etc. Management and allocation of budget Commissioning and management of external specialist resources as required to support key business plan targets Typical outputs Product and Proposition roadmap with ROI clearly evidenced Competitive Charging structure in line with business strategy and with external market cut through Strong, differentiated and bold creative treatments for advertising and campaigning Ownership of company initiatives that enhance our proposition. Key Interfaces: The Share Centre Executive Team Head of Customer Engagement Head of Marketing Online and Off-line User Experience Manager Digital Marketing Manager Business Service team Director of Finance and Finance function Director of IT and IT function The Customer Experience Senior Leadership Team The Share Centre Management team Competencies and personal specifications required for the role This is a pivotal role in driving forward the newly defined strategy. It is high profile role which requires an individual who is comfortable with being highly visibility across the entire organisation is able to deal with high levels of ambiguity is resilient has gravitas - personal authority, stature and presence to quickly establish personal credibility with senior management 11/09/15 2

3 11/09/15 3

4 Requirements of Role Essential Desirable Qualifications 5 GCSEs or equivalent at Grade C and above which include Maths and English A levels Experience Solid experience in a relevant role within a fast paced, consumer led industry sector Brand Management and Advertising A strong background in building propositions, products and pricing strategies, operationalising these and delivering planned ROI Able to operate effectively at strategic and tactical levels on proposition, pricing and products Key Skills Strong networking skills to build successful working relationships at all levels, leveraging networks to drive change Effective communicator of ideas, proposals, issues and implications to inspire action Proven ability to achieve results collaboratively through others in cross-functional teams Demonstrable success in building shared vision, establishing environment to enable diverse professionals to co-operate in support of common change goals for customer experience Personal skills & behaviours Able to convey an inspiring vision and purpose across the organisation Capability to drive significant change working at all levels Demonstrable success in working proactively and pragmatically with stakeholders to deliver goals within challenging timescales Highly developed personal organisation/time management Delivery focused, whilst sensitive to others Demonstrably supportive of TSC s core values (see below) Highly computer literate The Share Centre s core values: Relevant degree or equivalent level education and / or a professional qualification in marketing or financial services. Willingness for further post graduate study and qualifications. A background in financial services would be useful, not essential Financial services or other regulated industry marketing and product background. Ability to interpret large quantities of data and present findings Experience and knowledge of customer experience measures and practices 11/09/15 4

5 The Share Centre s five core values are Enterprise, Respect for Others, Empowerment and Responsibility, Long term Stability and Clarity. The successful candidate will demonstrably embrace these principles in their contribution to the business through the delivery of the tasks assigned. 11/09/15 5