Propositions Manager

Key responsibilities of the Propositions Manager:

Define the opportunity:

• You will design new value propositions (and assess existing propositions) based on customer needs, aligned to business, brand and CX objectives.
• You will work with Insights teams to understand the changing market landscape and customer needs. You will conduct and commission market research, analyse key business metrics and investigate customer pain points.
• You will translate these insights into segment-specific customer problem statements.

Design the proposition:

• You will use a variety of proposition development techniques, including horizon scanning, competitor analysis and ideation tools, to develop a variety of concepts which address customer needs, differentiate the brand and help achieve sustainable competitive advantage.
• You will compare and score alternative concepts, initially assessing their feasibility, value, effort and appeal, to refine the concepts and select the most viable options.

Create a business case and secure approval:

• You will build a robust business case for new value propositions, working with the wider business (Product, Partners, Customer Services, Technology, Legal) to outline the detailed cost benefit analysis and implementation plan.
• You will be responsible for gaining buy-in from the appropriate forums for approval, funding, and resource. You will present proposals to senior leaders and channel owners to ensure your initiatives are prioritised across the business.

Help develop the go-to-market strategy:

• You will provide support and guidance for Marketing, Campaigns and Product teams to develop launch plans and/or testing plans across various channels.
• You will be the 'go-to' expert on your propositions. You will share the 'proposition on a page', recording clear guidance for its usage, CSFs and the positioning statement.
• You will anticipate challenges or dependencies for deployment during proposition development to support delivery teams to resolve these and deliver at pace.

Manage Propositions across their Lifecycle:

• You will evaluate and maintain propositions, ensuring substantiation is up-to-date, and maximise usage across the end-to-end customer journey.
• You will deliver ongoing monitoring across key customers touchpoints for your propositions, and in light of changing customer behaviour.
• You will ensure value propositions remain fit for purpose, are aligned to the latest insights (market, customer, business and brand tracking).
• You will identify and address any gaps, and manage the end-of-life stage for propositions.

Be the custodian of the value propositions roadmap:

• You will share both short-term and longer-term plans for value propositions for your target segments. This includes timelines for new insights and anticipated changes which could impact your propositions.
• For the wider business, you will be a key contact for customer insights, share best practice for propositions and customer value strategy, and be the voice of the customer, always.