Key Responsibilities

• Develop and execute enterprise customer strategy.
• Lead the loyalty programme strategy, commercial performance and partner ecosystem.
• Oversee customer research, analytics and segmentation.
• Increase acquisition, engagement, retention and lifetime value.
• Drive AI-enabled customer experiences and personalisation.
• Partner with commercial, digital, technology and marketing leaders.
• Lead high-performing multidisciplinary teams.
• Present strategy and performance to executive leadership.

What Success Looks Like

Growth in active customers, higher customer lifetime value, improved retention, stronger loyalty economics, measurable commercial impact, successful delivery of strategic initiatives and development of high-performing teams.

Ideal Candidate

16–20 years' senior leadership experience in customer strategy, CRM, loyalty, customer experience, digital transformation, analytics or AI within a complex consumer business. Demonstrated commercial leadership, stakeholder management and transformation experience.

Qualifications

Bachelor's degree required. MBA or postgraduate qualification in Business, Analytics, Data or AI preferred.