Consumer Data and Relationships Management Lead

Application Deadline: 6 March 2024

Department: International Marketing

Employment Type: Permanent - Full Time

Location: Hybrid

Description

Great People Work Here. Are you searching for a career with bags of variety, in an environment that celebrates differences and empowers collaboration, which values individuals and will encourage you to make an impact? Do you want the freedom to explore, and the opportunities to find new ways and to innovate? If so, TwiningsOvo delivers.   We’re looking for people who don’t just come here to get the job done, but who have a real passion for the brand and a desire to do the best job they can. In return, we offer an inspiring package of employee benefits - to show just how much we value you. This role will offer you the scope for growth and the tools to aim high. The Consumer Data & Relationship Management Lead will provide guidance to markets on utilising the CDP/CRM platform, bridging the gap between the platform and maximising ‘always on experiences’ and ‘experience optimisation’ benefits. Owns the overall implementation of the platform, and ongoing optimisation, inputting into local strategies and decision-making to ensure the ROI is maximised. The Consumer Data & Relationship Management Lead is a pivotal role that operates within a product management framework, focusing on our CDP/CRM platform as a core product that enhances consumer experience and drives business growth. This role requires a strategic mindset to manage the platform's lifecycle, from conceptualization to delivery and continuous improvement, ensuring it meets evolving business and consumer needs.

Key Responsibilities

• Lead the establishment of a global community of Consumer Data and Relationship management practitioners and drive consistent ways of working with the CDP/CRM platform across local markets to enable standardisation and sharing of best practices; across areas.
• Keeping abreast of the CDP/CRM platforms current and planned roadmap features and collating potential platform feature improvements identified across markets and ensuring these are being considered by the vendor in future platform development. 
• Ensuring service delivery levels are being maintained by the platform supplier. 
• Product Strategy and Vision: Develop and articulate a clear vision and strategy for the CDP/CRM platform, ensuring it aligns with our broader business goals and consumer experience objectives.
• Consumer Insights and Data Analysis: Utilize data analytics, consumer feedback, and market research to understand consumer needs and behaviours. Apply these insights to refine the platform strategy and enhance user engagement.
• Feature Development and Prioritization: Collaborate with technical teams to define and prioritize feature sets that enhance platform functionality and user experience. Ensure a balanced approach that addresses immediate needs while planning for long-term growth to deliver a sustainable roadmap for the platform. 
• Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders to ensure alignment and support for the platform strategy. Act as a champion for the platform, promoting its value and encouraging adoption across the organization.
• Performance Measurement: Establish OKRs and metrics to measure the platform's performance, user engagement, and ROI. Use data-driven insights to inform continuous improvement efforts and demonstrate value to the business.
• Change Management and Training: Lead change management initiatives to ensure smooth adoption of new features and workflows. Develop training programs and materials to support local end-users and maximize platform utility.

Skills, Knowledge and Expertise

• Ability to train and onboard teams, identifying relevant training tactics for differing stakeholders.
• Experienced with implementing CDP/CRM platforms within distributed organisations, and in developing use cases which drive value and impact 
• Skilled in developing strategies and approaches to maximise the amount of consumer data an organisation has, as well as how to maximise the impact of that data through execution of tailored/personalised experiences.
• Motivated by a consumer focus and committed to delivering innovative, data-driven, personalised consumer experiences. 
• Strategic Product Management: Demonstrated experience in managing technology products, preferably CDP/CRM platforms, with a focus on delivering consumer-centric solutions.
• Analytical and Data-Driven: Strong analytical skills with proficiency in data analysis tools. Basic knowledge of SQL and HTML is desirable.
• Consumer Data Expertise: Deep understanding o