Title : Head of Customer Proposition
Reports To : Marketing Director
Department : Strategic Marketing
Salary : Competitive
Benefits :

Competitive benefits package

Job Purpose:

• To lead the development and implementation of an integrated customer proposition and communication plan for RIAS that meets customer and income objectives of the business.
• Grow the RIAS customer base through an integrated and segmented communication and proposition strategy which meets the diverse needs of over 50’s customers
• Negotiate good commercial rates with external suppliers and partners with respect to current outsourced product delivery (travel/ caravan/pet insurance) and any emerging new product developments
• Negotiate good commercial rates with external suppliers and partners with respect to campaign delivery including media/creative and print procurement
• Accountable for ensuring that the customer journey and experience through multiple channels meets the needs of the customer and integrates efficiently service delivery channels
• Deliver an integrated customer proposition roadmap for communication and product proposition working closely with the marketing, sales and service heads of department to return maximum commercial benefits to the business
• Lead, and develop an expert team with required skills capable of delivering market leading customer propositions that will profitably grow the RIAS share of the over 50’s market.
• Accountable for achieving the annual operating targets for new business acquisition and the retention of existing customers through targeted marketing campaigns

Accountabilities:

• Develop customer proposition and communication strategy and vision for board consideration
• Responsible for ensuring the marketing communications and product offerings are aligned to
• RIAS brand promise, brand identity and brand standards and caters for diverse needs of breadth of customer base
• Create customer journey maps ensuring in order to maximise the impact and return from marketing communications and product initiatives
• Sourcing of suitable suppliers to meet customer and commercial needs and manage the relationships
• Creation of annual business plans for marketing acquisition and retention campaigns and product development plan with ownership of achieving targets
• Ensure that all marketing communications and products meet customer, regulatory and brand requirements
• Management and control of multi-million pound budget
• Accountable for the commercial performance of pre retired and retired customer segments
• To act as the expert on customer propositions internally and externally
• To grow the RIAS customer base cost efficiently
• Ensure appropriate contracts are in place with suppliers and partners and ensure that the terms are adhered to
• Provide leadership, support and direction to  a team of communication and product specialists and develop the team and individuals to increase  capability and effectiveness and establish a deputy and successor

Essential Competencies:

• To have an excellent knowledge of marketing communications and proposition development, ideally experienced within the financial services sector and who stays abreast of key customer trends and is considered as an expert in their field.
• Marketing professional who is experienced and has been successful in leading strategic developments and planning within a matrix management context
• Ability to plan across a 5 year time horizon and execute plans well
• Ability to work at pace and to adjust plans to achieve annual targets without compromising on the 5 year vision
• Strong influencing and negotiation skills
• Expertise in marketing communications and product development
• Excellent presentational and communication skills capable of presenting to senior level personnel and the Board
• First class commercial awareness and understanding of the impact that decisions can have on commercial performance
• Strong creative, analytic and judgement skills
• Experienced in use of campaign metrics, research and development tools
• Strong project delivery experience
• Team player
• High attention to detail

Performance Measures:

• Delivery of an integrated customer proposition delivery roadmap
• Achievement of annual targets by customer segment within budget
• Lead new product development initiatives to drive improved performance and customer growth
• Team performance
• Contribution to RIAS senior management leadership of the business