PLT | Senior Manager, Customer Value Propositions

About the Role

This role retains end-to-end ownership of Affluent segment initiatives and performance management, including segment strategy, value propositions, customer journeys, campaigns, product concepts, and engagement plans. In addition, the role oversees performance monitoring across all customer segments by consolidating key customer and business metrics, identifying performance gaps and growth opportunities, and recommending timely corrective actions. A strong emphasis is placed on translating customer research, behavioral data, market trends, and campaign results into analytics-driven recommendations that improve proposition relevance and commercial outcomes.

The role is accountable for developing and driving retention, repurchase, cross-sell, up-sell, and customer growth initiatives to strengthen customer lifetime value and sustainable business performance. It also provides strategic stakeholder leadership across Product, Commercial, Distribution, Data Analytics, Customer Experience, Technology, Operations, Compliance, Finance, and external partners to align priorities and enable effective execution.

The position is expected to demonstrate increased leadership, sound judgment, and decision-making by prioritizing initiatives, resolving cross-functional issues, managing risks and trade-offs, and taking ownership of customer and business outcomes.