As the Head, Customer Operations for yuu Rewards, you will be responsible for delivering a market-leading Customer Operations service comprising CRM Planning, CRM Operations, Marketing Automation, and Customer Support functions that drive value for yuu partners and DFI banners. You will be a strategic thinker and leader, a trusted advisor to your clients, and a champion for continuous improvement and innovation. This role demands a deep knowledge of Customer Relationship Management (CRM) and a proven track record of delivering results for clients. 

Is this your next challenge in an Omni-channel business?

The challenge is to:

• Strategic Leadership: 
• Develop and execute a comprehensive Customer Operations strategy aligned with the yuu Rewards overall business plan. 
• Serve as a trusted advisor, providing expert guidance on how to maximize value for clients. 

• Team Leadership & Development: 
• Lead and mentor a large team. 
• Enable high-performance across the team that delivers high-value services to clients. 
• Foster a team culture that encourages collaboration, innovation, and continuous learning. 

• Service Excellence: 
• Build and maintain state-of-the-art Customer Operations capabilities. 
• Establish a centre of excellence for Customer Operations that applies best practises that scale to meet growth in clients and service complexity. 

• Client Value Delivery: 
• Ensure the team delivers services to clients to the highest levels of quality.  
• Ensure the team manages service demand cost effectively. 

• Operational Efficiency & Compliance: 
• Continuously improve operational efficiency within the Customer Operations function. 
• Ensure all client data are used in accordance with the highest standards of data security and customer data privacy. 

• Collaboration & Integration: 
• Foster strong collaboration between Customer Operations, Analytics, Technology, and Partnership teams, as well as with clients and suppliers. 
• Gain a deep understanding of clients' strategic objectives and the commercial environments they operate within. 
• Focus on delivering solutions that provide value quickly and cost-effectively, with an emphasis on continuous, iterative improvement. 

Do you have experience in CRM?

• University degree educated.  
   
• Proven experience in establishing and leading high-performing teams. 
• Proven experience in working within consumer loyalty or CRM programmes. 
• A deep understanding of consumer CRM principles and best practices, including data privacy and security. 
• Proven experience in working with CRM platforms and vendors. 
• Proven experience in working within cross-functional teams. 
• Experience with business process outsourcing  

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.

To find out more about Our Businesses and Our People, please visit our website: https://www.DFIretailgroup.com

 
Issued by The Dairy Farm Company, Limited