Group CRM & Customer Engagement Senior Professional

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

Key responsibilities

• 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.