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Customer Proposition Development Manager

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B&Q

2d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Southampton

AI generated summary

  • You must have experience in customer propositions, omnichannel design, journey mapping, stakeholder management, and project management, with strong analytical, communication, and presentation skills.
  • You will develop, test, and enhance customer propositions, map customer journeys, prioritize opportunities, manage stakeholder relationships, and advocate for customer-centric solutions.

Requirements

  • Proven experience delivering impactful, high-value customer propositions.
  • Experience in designing and implementing value-driven, omnichannel propositions for a wide range of customers that shop different categories for different missions, purposes and lifestages.
  • Skilled in customer journey mapping and leading business-wide change initiatives.
  • Experience in leading successful strategic and tactical business-wide change.
  • Ideally, experience in retail, hospitality, or consultancy.
  • Excellent communication, active listening, and presentation skills, with strong PowerPoint proficiency.
  • Exceptional stakeholder management, able to build rapport and maintain strong business relationships.
  • Great influencing skills and confident facilitator of cross-functional meetings with senior stakeholders in matrix organisations.
  • Dynamic, engaging and relentless passion for customer experience.
  • Strong organisational and project management skills, adept at handling multiple priorities concurrently.
  • Advanced analytical skills, synthesising data to drive decisions.
  • Resourceful, innovative, and results-focused, with a proven ability to work at pace and deliver quality outcomes.

Responsibilities

  • Deliver market leading customer propositions which continually enhance the experience, across physical and digital touchpoints
  • Robust proposition development that delivers customer desirability, business feasibility and financial viability
  • Deliver business value through identifying, prioritising, and delivering propositions which enhance B&Q’s customer experience through a granular understanding of our customers, their needs, and journeys
  • Define, design/re-design, test, develop and roll out both new and existing customer propositions
  • Work collaboratively with and lead business proposition owners to ensure customer needs are central to proposition development and delivery
  • Responsible owner of customer journeys for each proposition. Map end-to-end customer journeys (current and future), key pain points and moments of truth.
  • Maintain prioritised view of opportunities to achieve target customer experience. Have a relentless focus on finding new ways to resolve the most important customer challenges, building stakeholder support throughout
  • Own the master proposition framework and database to ensure all propositions have clear proposition support or ownership, regularly working with stakeholders to ensure all key changes to the propositions deliver for the customer and enable progress towards strategic vision
  • Set up & own the customer pain point register to ensure clear action plans are in place and delivered through the propositions
  • Own the measurement and valuation of change to ensure the benefits of focusing on customer experience are clearly demonstrated
  • Build and actively maintain great working relationships with a wide range of senior business stakeholders
  • Have an agile mindset to solving customer problems and seek validate ways to deliver at pace
  • Advocate the customer and drive true customer centricity with stakeholders and in entire approach

FAQs

What is the salary range for the Customer Proposition Development Manager position?

The salary for this position is up to £55,000.

What benefits are included with the position?

Benefits include a pension scheme, BUPA healthcare, ShareSave options, 6.6 weeks of holiday, and a range of employee wellbeing benefits.

Where is the Customer Proposition Development Manager position located?

The position is based in the Southampton Store Support Office.

What experience is required for this role?

Candidates should have proven experience delivering impactful, high-value customer propositions, experience in designing omnichannel propositions, and strong skills in customer journey mapping.

Is experience in retail preferred for this position?

Yes, ideally applicants should have experience in retail, hospitality, or consultancy.

What skills are important for success in this role?

Essential skills include excellent communication, stakeholder management, project management, problem-solving, and advanced analytical skills.

Will the Customer Proposition Development Manager lead business-wide initiatives?

Yes, the manager will lead senior stakeholders to develop market-leading customer propositions and drive business-wide change initiatives.

What is the company's stance on diversity and inclusion?

The company is committed to making B&Q more diverse and representative, ensuring everyone can feel they belong and have equal opportunities.

How does B&Q support employee wellness?

B&Q offers a range of benefits tailored to individual wellness needs, including an Employee Assistance Programme and various wellbeing initiatives.

What kind of customer experience focus is expected from the Customer Proposition Development Manager?

The manager is expected to advocate for the customer, ensure customer needs are at the heart of proposition development, and continuously seek ways to enhance the customer experience.

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B&Q

Retail & Consumer Goods
Industry
10,001+
Employees

Mission & Purpose

We are the UK’s leading home improvement and garden living retailer with over 300 stores throughout the UK and Ireland, offering great prices, with over 100,000 products available to order at diy.com for home delivery or click and collect. We launched the UK’s first home improvement marketplace in March 2022, adding additional choice for consumers. The marketplace offers a unique, integrated experience with in-store returns for many products and Click + Collect options being explored. Our team of more than 26,000 colleagues of all ages are respected nationwide for providing great home improvement help to customers. They’re the beating heart of B&Q and their iconic orange aprons are worn with pride. Every year, more than 20 million people improve their homes and make life better with B&Q, and every year the company achieves ever-higher standards for sustainable sourcing and supports our local communities, including funding B&Q Foundation grants and Shelter’s DIY Skills Advisors