Head of Customer Segmentation

3 weeks ago

Corby, United Kingdom RS Group plc Full time

Head of Customer Segmentation & Proposition Development
Location: Hybrid (London or Corby)

About the Role
We are currently seeking a Head of Customer Segmentation & Proposition Development to join our team at RS Group. In this role, you will lead the strategy, development, and implementation of customer segmentation, lifecycle, and proposition frameworks across the entire group, working closely with senior stakeholders and regional teams.


What You’ll Be Doing:

Lead the global development and deployment of a comprehensive customer strategy. Leverage customer insights to craft a customer segmentation strategy, guiding data science modeling requirements and ensuring regional alignment and buy-in. Develop and validate propositions for each customer segment using commercial insights, opportunity quantification, and cost-to-serve models, building a globally consistent framework. Define optimal service models for each customer segment to maximize cost efficiency, including channel usage, service levels, delivery, and freight rules. Align regional implementation requirements with local go-to-market strategies. Research, propose, and implement new propositions or delivery models, including paid-for service options. Establish a global understanding of typical lifecycle stages for each customer segment, and create global working groups to define and standardize lifecycle stages, including cycle length and entry/exit criteria. Collaborate with regional sales and marketing leadership to develop channel deployment frameworks that align with customer segments and lifecycle stages, creating connected, commercially focused lifecycle activities across all channels. Partner with Product and Process Owners to develop product roadmaps and optimize capabilities, including personalization relative to segments and the integration of commercial engagement across channels (e.g., marketing to sales lead development) as needed to implement global blueprints. Develop early use cases and an experimentation approach to quickly deliver value within the customer strategy. Communicate across the organization the nuances of different customer segments and how propositions meet their needs, maximizing commercial returns both at the top and bottom lines.

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