Head of Customer B2B

3 weeks ago

London, United Kingdom Redefined Ltd Full time

Head of Customer B2B

London - Hybrid Working
Permanent
Full-time
Grade 6

Our passion at Currys is helping everyone enjoy the latest tech. We're proud of the service levels we provide for our customers - online, in-store or in their homes. And it's all down to our people, 30,000+ capable and committed colleagues, learning together, growing together, making us amazing and celebrating the wins.

The Head of Customer for B2B is responsible for both defining the strategic customer priorities for small & medium business customers, and activating plans to both attract new customers and grow the frequency of spend with existing account holders. Our business customers have a series of needs that are distinct from other domestic segments, and the Head of Customer will be passionate in ensuring the B2B team are using accurate and timely insight to determine the priorities for our proposition (led in execution by our commercial team) and sales & service (led in execution by our sales team).

The customer team are then responsible for acquiring customers, with a clearly defined and targeted marketing strategy, and growing the spend within our customer base, with a data driven CRM strategy. The team will work closely with our supplier base to activate plans with funded go to market activities within our channels and across other marketing opportunities.

Key Responsibilities:

  • Define and lead the B2B customer plan, underpinning our B2B strategy.
  • Ensuring the B2B team is supported with accurate and timely insight on our customers, competitors and market factors. They will champion the use of this insight in prioritisation and decision making.
  • Defining propositional priorities (price, range, availability, affordability, services + more) to ensure the offer delivered by our commercial and services team meets the needs of our customers, and differentiates us from competitors.
  • Defining the sales/service needs of our customers, to help our channels maximise conversion and repeat spend.
  • Building a customer led marketing strategy, helping build awareness of Currys Business and generating measurable new leads for our sales channels to covert to new account holders.
  • Planning and execution of the marketing plan, consulting the central brand & marketing function for consistency and best practice, and ensuring we delivery the strongest possible return on investment, within the agreed budget.
  • Working closely with the Head of Commercial to determine our supplier go to market plans, aligned with our supplier strategy. These plans will use supplier investment to drive funded campaigns, product launches and activity, both within Currys owned channels and across other formats of media.
  • Devise our B2B CRM strategy and plan.
  • Working closely with the Head of B2B Transformation, ensure we are deploying the best tools in our selling channels to help identify, activity plan and sell to existing customers, supported by a data driven contact strategy. Use the plan to drive down dormancy within the customer base, increasing repeat spend and growth with current account holders. Ensure the data being used to target customers is accurate and increasingly helpful in determining the next best course of action.

Key Skills/Experience/Qualifications:

  • Strong experience in senior commercial and customer roles
  • Experience in developing new customer led propositions
  • Experience of working in a matrix organisational structure (where strong degrees of collaborative working are required)
  • Degree educated

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