Head of Planning & Member Experience
£160,000-£170,000 plus benefits including healthcare, car allowance and an annual bonus (Work Level 3)
Manchester city centre
In this role you'll work in a hybrid way, splitting your time between home and 2 days a week in our Manchester office
We're looking for a Head of Planning & Member Experience to join our Membership & Customer team here at Co-op.
In this role, you'll own the vision, design principles and recommendations for our end-to-end member user experience and support the strategic co-ordination and alignment of pan-Co-op comms planning.
You'll be joining at an exciting time as we re-introduce Co-op to the nation through a bold new campaign highlighting the unique power of our co-operative, member-owned business model.
By improving the planning, visibility and efficiency of Membership & Customer comms, budget and spend across Co-op, you'll contribute to the growth of our membership and our businesses over the years to come.
What you'll do
* Own the end to end Customer and Member Experience, providing clear visibility of the short, medium and long-term Member-Owner experience vision, and drive cohesive delivery across our businesses
* Business & communication planning, overseeing the strategic coordination of communications, making sure we're clear on what we are saying, when and to whom, and aligning to form a coherent narrative that drives the commercial and customer KPIs
* Align functions together, driving planning visibility and use actionable insight to ensure functional connectedness: you'll have a dotted line connecting you to heads of marketing across our Life Services, Nisa/Wholesale and Franchise business areas
* Work with the Group Insight team to develop learning plans and share actionable (market, customer, member and colleague) insight across the business
* Drive effectiveness and efficiency, making sure we get best value from the pan Co-op marketing investment, working with commercial finance, data science and insights team and using insight to understand how we drive value through the Co-op ecosystem
This role would suit people who have
* Either a background in a retail planning, analytics and insight or customer experience, at a leadership level, where analytics and 'turning insight to action' have been a key part of your role
* Demonstrable experience in leading an organisation with data driven arguments
* The ability to have successful analytically driven conversations with senior partners
* Strong commercial insight with the ability to size and impact assess commercial and customer centric recommendations
* Experience in business planning and market optimisation
* The ability to build and leverage strong collaborative relationships across a matrixed organization, leading the thinking of both senior leadership and those who they may or may not be functionally connected to.
Why Co-op?
At Co-op, we co-operate to build more value for our member-owners every day. We're owned by our members and our colleague-members. And because we're owned by you, we can do right by you.
If you can help lead our Membership & Customer team, we can offer you an excellent salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services). You'll also get…
* An annual bonus (based on personal and business performance)
* 28 days holiday (rising to 32 with service) plus bank holidays
* A pension with up to 10% employer contributions
* Private healthcare for you and your family
* A car or car allowance worth £6,000 per year
* Access to a subsidised onsite gym (at our Manchester HQ)
Building an inclusive working environment
We're actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.
We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.
You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.
You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.
Find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy.