Head of Customer at PEP

PURPOSE OF THE JOB 

The Head of Customer will be responsible for leading the development and implementation of customer data strategies that enhance our understanding of customer behavior and drive business growth. This role will involve managing a team of data analysts and scientists, collaborating with various departments, and leveraging data to inform decision-making and improve the overall customer experience (CX) and increase customer lifetime value for the business. 

At PEP we are dedicated to providing an exceptional shopping experience for our customers to make them look and feel good. With a strong commitment to innovation and customer satisfaction, this role strives to understand and meet the needs of our diverse customer segments across our retail and service brands. (PEP, PEP Home, PEP Cell and Paxi) 

KEY RESPONSIBILITIES 

• Define and deliver the Customer-centric business strategy that supports the company's strategic plans and growth strategies to improve customer lifetime value (CLV)
• Data Strategy implementation: Develop and implement a robust data strategy to ensure accurate, accessible, data for business initiatives.
• Customer Insights and Analytics: Develop and present reports on customer insights, highlighting key findings and actionable recommendations to key senior stakeholders.
• Customer Journey  Optimisation: Optimise and identify opportunities for enhancing the customer journey across the different business segments. 
• Technology: Staying abreast of emerging technologies and tools in data analytics and customer insights to enhance PEP's capabilities and improve customer experience. 
• Team Leadership: Provide leadership to the team of Data analysts, Scientists, and CRM specialists, guiding them to develop and execute customer-centric strategies in omnichannel retail environments.
• Implement/Manage the company customer Data governance and ensure data quality and integrity.

ROLE  REQUIREMENTS 

• Customer experience (CX) obsessed, track record of solving robust customer needs. 
• Honours degree in Analytics, Business, Data Science, Statistics, Computer Science, or a related field.
• Proven experience in a senior data or analytics role, preferably in a retail or e-commerce environment with a minimum of 5-10 years in  a senior managerial-related role.
• Proficiency in data analysis tools and software (e.g., SQL, Python, R, Tableau, BIG Data).
• Strong analytical skills with expertise in data visualisation tools and statistical analysis.
• Demonstrated success in translating data insights into actionable customer strategies.
• Salesforce experience would be a strong advantage
• Competencies: Devotion to quality, Leadership, Result oriented, Structuring, Analysing and forming opinions, Helicopter view, Market orientation, Situational Awareness.