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3 months ago
Blue Pelican
Salary: £80000 - £100000 per annum + Car, 15% bonus, pensi
Location: London
Job type: Permanent
Business sector: B2C
Contact: Colin Doree
Sector: Marketing
Category: Brand Management Jobs

As the Head of Customer Strategy & Experience, you will be taking a role with the remit to drive massive change within a big consumer facing business. This is a new role, created off the back of a business realignment piece, looking to pull their various consumer facing brands together - delivering consistency of experience and optimising each consumer brand's market potential.

Historically, brand strategy and experiences have been designed and implemented independently for each. Now the firm has re-aligned, it's clear there's significant opportunity to both innovate, as well as realign some aspects which will give more opportunity for some of their brands.

Your remit will be to review the various experiences and opportunities for consumers across each brand offering. To structure programmes designed to enhance experience, resolve conflicts between the brands, and architect how opportunities can be properly exploited to harmonise the brands, where these opportunities exist.

An example customer and brand experience project would be their retail channel. They have a sizable UK footprint, but for only one of their consumer brands.

However it's fair to say all their brands can benefit from having a retail presence. Your role here will be the strategy piece. Handling the complexities any change might cause - for example:

  • What will the new experience be?
  • How should the stores be changed to accommodate?
  • How should they be branded?
  • How will a multi-brand experience in store affect customer service queries for each brand?
  • What further training will be required for staff?
  • What will the impact of this change be to the consumers for each brand?
  • How do we deliver the differentiated brand experience for each consumer brand in the retail environment?

Other projects may have to looking at things like:

  • Interbrand cannibalisation and how to reduce this
  • Purchase funnels, customer credit checks and ensuring consistency of experience and process across all brands
  • Technology innovations and how to structure implementation into propositions for each brand. Optimising value return for the business, whilst maintaining positioning of brands, competitive nature vs wider market competition.

There's masses of examples of projects like these which need identifying, prioritising and tackling.

It's important to note - this role, and the respective team, are responsible for the thinking and strategy in projects like these. The execution is handled by the relevant operational teams who own those business areas.

Because of this, this opportunity would likely suit someone coming from a management consulting background who's looking for a move in-house. Working for a Consumer Group brand division which, as a collective unit, oversees business process, cultural change and governance for a business.

If this sounds like the kind of opportunity you'd like to get your teeth into, apply today to find out more.

Role Title: Head of Customer Strategy & Experience

Location: London

Salary: £80,000 to £100,000

Benefits: Car allowance, 15% bonus, pension, healthcare, life assurance, 25 days leave and lots more.


  • Ideally you have experience working for a management consulting firm, working on consumer marketing, customer strategy projects for large, complicated firms
  • If you've had experience of working either on behalf of, or on projects for consumer subscriptions type businesses - like telco's, premium media firms, financial services, utility businesses - that would be beneficial
  • Have worked for firms which have a multi-brand aspect to them
  • Good understanding of both commercial and marketing environments and able to clearly connect the impact of your strategic recommendations to these
  • Able to demonstrate experience of overseeing large-scale, complicated projects impacting end consumers
  • Your CV talks about achievements and demonstrable positive impact on a business and its customers
  • You've likely worked on brand strategy projects before for complicated businesses - having to deal with ambiguity and achieving cut through and results despite this
  • Really polished stakeholder skills - comfortable dealing with Board level stakeholders of large businesses

You're going to need to be able to live and work in the UK unrestricted by Visa issues, as this firm unfortunately isn't looking to sponsor.


For further information please contact:

Colin Doree
Managing Consultant

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