Head, Customer & Marketing Strategy

About the role

The Head, Customer & Marketing Strategy defines and shapes the organisation's marketing direction to support business growth, brand ambition and customer strategy. As the strategic architect for the Customer division, the role sets clear priorities, frames decisions and guides the organisation on where to play and how to win. It works closely with senior leaders across Customer, Distribution, Strategy and Transformation teams so that marketing strategies are coherent, customer-centred and aligned with enterprise objectives.

Key responsibilities

• Define and prioritise strategic business goals and achievement plans with the Customer division leadership team and the People Manager.
• Develop the marketing strategy aligned to business and customer needs, and prepare quarterly business reviews, bi-annual strategy exercises and group-led business deep dives.
• Prepare quarterly Board meeting materials for the Customer Division.
• Translate enterprise and segment strategies into marketing focus areas, themes and long-term direction, and identify growth opportunities across segments, propositions, channels and customer lifecycles.
• Provide guidance on portfolio priorities, trade-offs and sequencing of initiatives, and drive annual and multi-year marketing planning.
• Develop integrated marketing roadmaps covering brand, customer engagement, propositions and channels, ensuring coherence across verticals such as brand, digital, lifecycle and customer propositions.
• Balance ambition, feasibility and market dynamics in prioritisation discussions, and turn research, data and trends into clear strategic implications for leadership.
• Monitor customer needs, industry trends and competition, partner with Customer Insights & Research and Customer Data Analytics teams, and advise the Chief Customer and Marketing Officer and senior leadership.
• Lead cross-functional projects within Customer and Marketing, and ensure marketing supports customer experience and commercial objectives.

Required profile

• Bachelor's degree in Marketing, Business, Economics or a related field.
• 12 or more years of experience in marketing strategy, commercial strategy, consulting or related leadership roles.
• Strong background in developing and influencing enterprise or marketing-level strategies.
• Deep customer and market orientation, and comfort operating in ambiguity while driving alignment across diverse teams.

Required skills

• Good understanding of financial numbers and ability to predict future business growth trends.
• Strong strategic and conceptual thinking with the ability to simplify complexity.
• Excellent stakeholder management and influencing skills at senior levels.