Customer Proposition Development Manager
Permanent
From £55,000 + Pension + Bonus + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working
Southampton, Store Support Office
Advert closes 5th of January - Must be available to interview week commencing 13th onwards.
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO), we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Proposition Development Manager and you’ll be a big part of this.
Join us at a very exciting time in our new forming team as Customer Proposition Development Manager. You will be responsible for ensuring we have a clear view of our current customer propositions and prioritise the opportunities for improvement. You will lead senior stakeholders across the entire business to develop market-leading customer propositions which significantly improve customer satisfaction and drive business value. You will ensure we have propositions that are desirable, feasible, and viable. You will advocate for the customer and drive true customer centricity across the business, engaging business proposition owners to make a real impact.
Key Accountabilities / Responsibilities:
Customer Proposition Development • Deliver market-leading customer propositions which continually enhance the experience across physical and digital touchpoints. • Robust proposition development that delivers customer desirability, business feasibility, and financial viability. • Deliver business value through identifying, prioritising, and delivering propositions which enhance B&Q’s customer experience through a granular understanding of our customers, their needs, and journeys. • Define, design/re-design, test, develop, and roll out both new and existing customer propositions. • Work collaboratively with and lead business proposition owners to ensure customer needs are central to proposition development and delivery. Customer Experience Optimisation & Governance • Responsible owner of customer journeys for each proposition. Map end-to-end customer journeys (current and future), key pain points, and moments of truth. • Maintain a prioritised view of opportunities to achieve target customer experience. Have a relentless focus on finding new ways to resolve the most important customer challenges, building stakeholder support throughout. • Own the master proposition framework and database to ensure all propositions have clear proposition support or ownership, regularly working with stakeholders to ensure all key changes to the propositions deliver for the customer and enable progress towards strategic vision. • Set up & own the customer pain point register to ensure clear action plans are in place and delivered through the propositions. • Own the measurement and valuation of change to ensure the benefits of focusing on customer experience are clearly demonstrated. Overall: • Build and actively maintain great working relationships with a wide range of senior business stakeholders. • Have an agile mindset to solving customer problems and seek validated ways to deliver at pace. • Advocate for the customer and drive true customer centricity with stakeholders and in the entire approach. Required Skills & Experience:
− Proven experience delivering impactful, high-value customer propositions. − Experience in designing and implementing value-driven, omnichannel propositions for a wide range of customers that shop different categories for different missions, purposes, and life stages. − Skilled in customer journey mapping and leading business-wide change initiatives. − Experience in leading successful strategic and tactical business-wide change. − Ideally, experience in retail, hospitality, or consultancy. Communication and Stakeholder Management
− Excellent communication, active listening, and presentation skills, with strong PowerPoint proficiency. − Exceptional stakeholder management, able to build rapport and maintain strong business relationships. − Great influencing skills and confident facilitator of cross-functional meetings with senior stakeholders in matrix organisations. − Dynamic, engaging, and relentless passion for customer experience. Project Management and Problem-Solving
− Strong organisational and project management skills, adept at handling multiple priorities concurrently. − Advanced analytical skills, synthesising data to drive decisions. − Resourceful, innovative, and results-focused, with a proven ability to work at pace and deliver quality outcomes.
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Customer Proposition Development • Deliver market-leading customer propositions which continually enhance the experience across physical and digital touchpoints. • Robust proposition development that delivers customer desirability, business feasibility, and financial viability. • Deliver business value through identifying, prioritising, and delivering propositions which enhance B&Q’s customer experience through a granular understanding of our customers, their needs, and journeys. • Define, design/re-design, test, develop, and roll out both new and existing customer propositions. • Work collaboratively with and lead business proposition owners to ensure customer needs are central to proposition development and delivery. Customer Experience Optimisation & Governance • Responsible owner of customer journeys for each proposition. Map end-to-end customer journeys (current and future), key pain points, and moments of truth. • Maintain a prioritised view of opportunities to achieve target customer experience. Have a relentless focus on finding new ways to resolve the most important customer challenges, building stakeholder support throughout. • Own the master proposition framework and database to ensure all propositions have clear proposition support or ownership, regularly working with stakeholders to ensure all key changes to the propositions deliver for the customer and enable progress towards strategic vision. • Set up & own the customer pain point register to ensure clear action plans are in place and delivered through the propositions. • Own the measurement and valuation of change to ensure the benefits of focusing on customer experience are clearly demonstrated. Overall: • Build and actively maintain great working relationships with a wide range of senior business stakeholders. • Have an agile mindset to solving customer problems and seek validated ways to deliver at pace. • Advocate for the customer and drive true customer centricity with stakeholders and in the entire approach. Required Skills & Experience:
− Proven experience delivering impactful, high-value customer propositions. − Experience in designing and implementing value-driven, omnichannel propositions for a wide range of customers that shop different categories for different missions, purposes, and life stages. − Skilled in customer journey mapping and leading business-wide change initiatives. − Experience in leading successful strategic and tactical business-wide change. − Ideally, experience in retail, hospitality, or consultancy. Communication and Stakeholder Management
− Excellent communication, active listening, and presentation skills, with strong PowerPoint proficiency. − Exceptional stakeholder management, able to build rapport and maintain strong business relationships. − Great influencing skills and confident facilitator of cross-functional meetings with senior stakeholders in matrix organisations. − Dynamic, engaging, and relentless passion for customer experience. Project Management and Problem-Solving
− Strong organisational and project management skills, adept at handling multiple priorities concurrently. − Advanced analytical skills, synthesising data to drive decisions. − Resourceful, innovative, and results-focused, with a proven ability to work at pace and deliver quality outcomes.
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