DFI Retail Group

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