Job Description
Within the Group Customer Experience & Value Proposition function, we are looking for a talented and proactive resource to join the team.

Key responsibilities of the role will include:
- Develop and evolve the Group CRM, customer contact, and engagement strategy.
- Define and oversee customer view, consents & preferences management.
- Define customer contact principles and governance across the customer lifecycle.
- Shape the roadmap for CRM and marketing technology capabilities.
- Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement.
- Partner with Group IT, Data, and Enterprise Architecture to design scalable and future-ready solutions.
- Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.
- Support markets with frameworks, guidance, and capability development to drive consistent adoption.
- Monitor capability performance and recommend continuous improvements.
- Ensure CRM and marketing technology capabilities align with business strategy,

customer experience objectives, and enterprise architecture.
- Represent Customer and Marketing in cross-functional technology initiatives and influence technical decisions through strong domain expertise.
- Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement.
- Foster collaboration across Marketing, Technology, Data, Digital, and local business units to deliver shared outcomes.
- Ensure solutions comply with data privacy, consent, regulatory, and responsible AI requirements.
- Promote a culture of continuous improvement, knowledge sharing, and adoption of best practices across the organization.

Requirements
- Operational CRM & Customer Engagement Expertise - Deep understanding of CRM strategy, customer lifecycle management, contact strategy, and omnichannel engagement
- CRM Technology & Architecture- Strong knowledge of CRM platf

Group CRM

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