Strategy Manager, Customer Success

Senior Strategy Manager, Customer Success 
 
Our clients vision is to become Australia’s most loved everyday brand, with lasting customer relationships. This role plays a key role in bringing that vision to life, being responsible for all customer interactions across all Consumer channels.


Description 

• Strategic and operational role to deliver a best in class offering that enhances the customer experience.
• Drive the digital capability roadmap. Channel touch points, (including retail, contact centres, sales, product etc.).
• Looking at a digital operating agile model transformation and to become the industry best practise.
• Thought leadership in the area of Customer & Channel strategy, including defining future of customer engagement across multiple channels, innovative channel models, global best practice and the role of Customer Success in achieving the broader strategic goals of the business.
• Insight into trends in customer interactions and expectations, business models, best practice.
• Incubating new digital customer & channel ideas to close the gap on and exceed consumer expectation.
• Responsibility for strategic portfolio management & ownership, including ensuring strategic plans align to & support our vision, driving outcomes for the customer that further differentiate the organisation.
• Accountable for Initiative Ownership of key strategic initiatives.
• Designing and defining customer & Channel experiences for the customer moments that matter.
• Designed to complement other functional areas within the business (including CX, Operations, Retail, Digital capability, Commercial, etc.) by a providing a longer-term and more holistic business view on matters of Customer Success strategy and competitive insight.

Profile

• Expertise in Strategy, Digital Strategy formulation and execution; an ability to build relationships and influence Senior Executives.
• 10 years broad commercial experience in a fast paced, technologically advanced and competitive industry, with at least 2 years experience in strategy consulting
• Bachelors Degree
• Strong leadership skills and ability to influence at  a divisional director level (e.g. MD, VP, Commercial Director)
• Passion for digital, big data, analytics user-centered design and change agility
• 5-10 years digital leadership with proven ability to drive digital transformation and adoption across marketing and Care experience.  Familiar with web development CCD and agile process.
• Rapidly grasps abstract concepts with complex linkages. Ability to see the “big picture” and gauge downstream impacts of strategy initiatives
• Excellent commercial and business acumen
• Experience in dealing with senior management
• Superior communication, presentation and interpersonal skills. The Senior Strategist will be expected to present complex issues in a concise and logical format to various levels within the organisation
• Seeking a natural in businesses strategy with commercial acumen to drive key projects
• Structured problem solving, strategic thinking and outcome focused.
• Enterprise level experience, consultancy and strong project management background

Please contact Corin Roberts corinroberts@futureyou.com.au and Lisa Chesterman lisachesterman@futureyou.com.au to have a detailed discussion on this exciting opportunity to make a difference.