Head of Customer Lifecycle

3 months ago

Swindon, United Kingdom FLEETCOR Full time

Your role

What you'll be doing

What We Need

FLEETCOR is currently looking to hire a Head of Customer Lifecycle within our Customer Success division. This position falls under our FLEETCOR line of business based in Swindon (with some occasional travel to our Sheffield office).

How We Work

As a Head of Customer Lifecycle, you will be expected to work in a hybrid environment, 3 days in the office.

Role Responsibilities

The responsibilities of the role will include:

- Support the Vice President of Customer Success in implementing a comprehensive customer lifecycle management (CLM) strategy, encompassing onboarding, engagement, retention, and loyalty programs, to maximize customer lifetime value and drive business growth.
- Lead cross-functional teams to execute CLM initiatives, including marketing campaigns, customer communications, product enhancements, and service improvements, ensuring alignment with business objectives and customer needs.
- Define key performance indicators (KPIs) and metrics to measure the effectiveness of CLM programs and initiatives and use data-driven insights to continuously optimize strategies and drive improvements.
- Collaborate with internal stakeholders, including marketing, sales, product management, customer support, and analytics teams, to develop and execute targeted CLM campaigns and initiatives that resonate with different customer segments.
- Identify opportunities for process optimization and automation to streamline CLM operations and improve scalability, efficiency, and effectiveness.
- Monitor industry trends, competitive landscape, and customer behaviour to identify opportunities for innovation and differentiation in CLM strategies and initiatives.
- Establish and maintain strong relationships with external partners, vendors, and industry experts to stay abreast of best practices and emerging technologies in CLM.
- Provide leadership, guidance, and mentorship to customer facing teams, fostering a culture of collaboration, accountability, and continuous improvement.
- Prepare and present regular progress reports, updates, and recommendations to senior leadership, highlighting achievements, challenges, and opportunities for improvement.

Qualifications & Skills
- Experience in customer lifecycle management, customer relationship management (CRM), marketing, or related roles within business payments.
- Proven track record of successfully leading and delivering initiatives, driving measurable improvements in customer engagement, retention, and satisfaction.
- Strong strategic planning and analytical skills, with the ability to translate customer insights into actionable strategies and plans.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and influence stakeholders at all levels of the organization.
- Demonstrated leadership capabilities, with a track record of building and developing high-performing teams.
- Proficiency in CRM platforms, marketing automation tools, and analytics software, with the ability to leverage data and technology to drive CLM initiatives.
- Strategic thinking and problem-solving skills, with the ability to anticipate challenges, identify solutions, and make data-driven decisions to drive customer success.
- Strong project management skills, with experience in planning, executing, and measuring the effectiveness of CLM programs and initiatives.

Benefits & Perks
- Hybrid Working (optional)
- Free on-site parking
- Excellent progression
- Opportunities working for a global company
- 4 X Life insurance
- Pension scheme 5% employer contribution
- Private Healthcare
- 25 days Holiday (plus Holiday Buy/Sell)
- Access to benefits portal - Perk Box
- Discounted goods and services
- Employee Fuel Card
- Access to LinkedIn learning
- Career Progression

INDINT

About FLEETCOR

FLEETCOR is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

FLEETCOR is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.

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