Customer Value Creation Manager

Main duties and responsibilities

Lead and manage the Customer Value Creation Team:

- Establish organised and efficient team operations to develop and deliver targeted solutions for new and prospective clients
- To ensure that the development and implementation of new solutions are consistent with the Company strategies and related priorities
- Ensure that the proposed solutions comply with all company, industry and government regulations
- Ensure to engage weekly with the sales team to proactively manage existing clients and to drive new client expansion
- Lead, coach and drive the Customer Value Creation Team to strengthen the quality of their commercial and consulting activities with existing and prospective clients
- Supports and participates in Business Reviews and Clients Account Plan Reviews

Customer Value Creations (80%):

- 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).
- Preparing and 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
- Closing sales of Added-Value Solutions: Consumer Engagement Solutions, BI reports, Training programs, that should be proposed within the CVC process as solutions to meet clients’ needs.
- Overall responsible for the implementation of the deliverables with the clients and is the Project Owner
- Internal coordination across functions
- Regular reporting on progress as agreed with the Sales Team and given clients

Marketing & Communication (10%):

- Sales enablement missions:

- Relay and localize centrally-produced sales material (PPT, videos, etc) to the local sales team, and create local sales materials to support local products or initiatives
- Identify local success cases with clients, get approval and create local client success cases with the support of the Marketing central team
- Content management missions:

- Identify relevant local content to share with central teams for central Linkedin and/or website news publication;
- Produce local newsletters and track clients engagement
- Event coordination mission:

- Organize local B2B marketing events, based on central teams guidelines. It will coordinate the logistics, the invitations and follow up. Content will be either provided by central teams and localized; or could be fully produced locally.
- CRM missions:

- Track local contacts growth and engagement level;
- Support sales teams in setting up relevant sales campaigns and reports, with the help of the central team

Business Intelligence (10%):

- Responsible for achieving sales target for business intelligence products
- Product lifecycle management
- Generate and present data for management meetings
- Master user for Data warehouse project and MicroStrategy

Product Specialist:

- To be the market expert for the Tax Free Shopping
- Identify market trends in Singapore in each major clients segment that could be addressed by the Tax Free Shopping Product Team and ensure that the appropriate focus is given to address these trends
- Represent the Global Blue Singapore Team when new products and services are being identified by the Tax Free Shopping Product Team to ensure that these products and services will be relevant for the Singapore business
- Take ownership for the deployment of new products and services in the Singapore market
- Feedback competitor activity in the segment with analysis and recommended actions
- Regularly liaise with the Group Trade Marketing function to share best practices, to update on work and project methodologies and to identify potential product and service developments