Customer Value Creation Team
The position will be part of the newly created Customer Value Creation (CVC) Team, reporting to the Group CEO.
The CVC team purpose is to implement the Group's strategic objective to switch from a Tax Free processing provider position to a strategic partner for retailers, leveraging all the internal assets developed over the last years by the Group (data, marketing services, customer experience ), last innovations and a network of external partners. To reach this objective, the CVC team works closely with the Global Account Sales team to build a high touch and consultative approach with Global Blue clients.
Nature and aim of the position
The Customer Value creation manager position will consist in supporting the Global Account sales team in the value creation process with prospects and clients, providing analysis, recommendations, content and governance. This value creation process is made of 4 main phases:
- open eye meetings, which have the objective to make clients' C-level aware of what is Tax Free Shopping and the related opportunities
- value creation workshops, which have the objective to co-build relevant and customized action plans along with the client's teams
- action plans definition based on workshops conclusions and with the support of the various internal functions (products, Business intelligence, and IT teams)
- regular steering committees with the clients, to coordinate the action plans roll out and keep enriching the plan
Main duties and responsibilities
In that context the Customer Value Creation Manager will closely work with the sales teams and be in charge of:
- Running the client diagnosis prior to open eye meetings, workshops and steering committees meetings. The diagnosis includes: client's data analysis versus competition, identification of growth opportunities with international shoppers, surveys & mystery visits to assess the in-store experience, external information analysis (from client's strategy to omnichannel tools). For this diagnosis, a junior position and a data analyst are supporting the team.
- Customizing Global Blue value proposal to answer specific context and needs of the clients; combining existing Global Blue assets and external pools of partners, to ensure to bring as much value as possible to clients
- Participating and animating the workshops and steering committees along with the sales teams
- Ensuring and supporting the roll out of value-creation action plans and innovations
Background and Education
- Business school or university
- At least 5Y of working experience, in consulting firm or marketing positions
- Experience in Retail or Luxury sector is a plus
Specific skills and knowledge
- Strong power point skills
- Strong analytical skills
- Excellent interpersonal skills, organization and autonomy
- Ability to work in a transversal way, with different teams within all the organization (IT, product, sales teams )
- Customer orientation, client facing abilities
- Fluent in English
- Interest for retail