Head of Fs Customer Strategy New

**Job details**:

- DisciplineFinancial Services & Customer Operations
- Reference008922

**Head of FS Customer Strategy**

**N Brown - who we are and why work for us?**

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

**The role**

We’re looking for a Head of FS Customer Strategy to join our Financial Services team.

Head of FS Customer Strategy a new key role in the Financial Services business which provides leadership and direction as we build out strategies to recruit, develop and retain customers who are the life-blood of our business. You will be highly commercially and data aware and understand the synergies and opportunities that can be exploited in a business offering both ecommerce based trade and Financial Services.

N Brown is adopting an Enterprise Agile structure where Financial Services will interface with Retail ‘Brand Tribes’ as well as Digital Technology ‘Journey Tribes’. You would report to the Director of Credit Risk whose remit covers day-to-day strategy in Financial Services, such as customer lending decisions, approaches to prevent financial crime, arrears collection and forbearance strategies, and product features and governance. In the role you would be the key point of contact with other customer-centred teams in the wider organisation, e.g. marketing, group data and Retail ‘Brand Tribe’ managers, bringing together different views into a coherent customer strategy.

A key pillar of our Group Strategy is the creation of a new Financial Services platform, which presents significant growth opportunities. As we move to implement this into the business, the role of Head of Customer Strategy will evolve to ensure we exploit the new opportunities and you would be key to shaping the future organisation.

**What’s in it for you?**
- Hybrid working (1 day a week in the offic) and flexible start times
- 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
- Annual bonus scheme
- Enhanced maternity and adoption leave
- Company pension with up to 8% N Brown contribution
- Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
- A range of financial wellbeing support
- Colleague discount across all N Brown brands
- Onsite café with subsidised rates and local restaurant discounts
- Life Assurance and Private Medical Insurance
- Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice

**What will you do as Head of FS Customer Strategy at N Brown?**
- Work with Financial Services managers as well as the Head of Marketing, ‘Brand Tribe’ General Managers, Head of Data Analytics, Head of CRM, Finance Business Partners and ‘Journey Tribe’ Leaders to build greater awareness of our customer segments and develop strategies to recruit, develop and retain customers.
- Own the reporting of customer focused information which provides insight and helps shape our decisions.
- Optimise value from the FS customer base whilst maintaining good customer outcomes, e.g. by developing personalisation.
- Identify opportunities for new products and propositions to meet the needs of our existing and future customers.
- Develop an approach to incentivise FS customers and drive growth whilst maximising the combined Financial Services and Retail profitability.
- Manage the Financial Services Product and Commercial Analytics Team. As we move to implement our new Financial Services platform, we anticipate the structure will evolve to ensure we have adequate management capability.
- Attend relevant trading meetings, representing Financial Services.
- Report to the quarterly Financial Services Operating Committee on customer and commercial matters.
- Engage in relevant Brand and Journey Tribe planning ceremonies to represent Financial Services.
- Collaborate with the team developing the new Financial Services Platform to ensure that the build scope unlocks future opportunities.

**What skills and experience will you have?**

Essential
- You would have previous experience working in both a digital Retail and a Financial Services organisation.
- Experience in segmentation/cohort analysis.
- You should be highly data literate, bringing expertise of relevant data sources and techniq