CEO: Customer at The Unlimited

Job description

 Purpose of the Role:

  Retain customers and maximize their life-time value. Re-acquire customers that have fallen off the book.

  Key Responsibilities:

• Set and execute strategy for the Customer business inclusive of Customer care, Claims, Policy Administration, Collections and Refunds
• Oversee the customer business to ensure customers are serviced at the right levels
• Manage customer retention and life-cycle management (value multiplier)
• Manage customer journey that ensures customers are locked in and additional product sales are made
• Re-acquisition of the decayed customer book
• Develop product for the customer environment
• Ensure financial return and viability of customer activities
• Manage customer communication and brand experience
• Set strategic initiatives and special projects
• Provide strategic management of decay initiatives
• Manage profit and loss from a financial perspective
• Leadership of entire Customer Business

   Knowledge, Experience and Skills:

• Relevant tertiary degree
• 15 years working experience
• 5 years CEO/MD experience
• Direct market experience preferable
• Experience working with large teams
• Strong Leadership skills
• Ability to communicate at board level
• Generalist experience

    Personal Characteristics:

• Forward thinking
• Commercially focused
• Leadership style inspirational with a balance of strategic skills and strong ‘people’ orientation
• Well rounded, resilient and self-aware individual who is open to change and personal development
• Entrepreneurial, free thinker who will challenge the status quo and push boundaries
• Must have the capacity to grow their strategic ability
• Confident – someone who is able to hold their own with shareholders and be resilient in a demanding environment
• Hands-on approach
• Self-motivated