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The Head, Customer & Marketing Strategy is responsible for defining and shaping the organisation’s marketing direction to support business growth, brand ambition, and customer strategy. This role serves as the strategic architect for Customer division in setting clear priorities, framing decisions and guiding the organisation on where to play and how to win.
The role partners closely with senior leaders across Customer division, Distribution, Strategy and Transformation teams to ensure marketing strategies are coherent, customer‑centric and aligned with enterprise objectives.
Key Responsibilities
- Team up with Customer division leadership team and People Manager’s to define and prioritize strategic business goals and achievement plans.
Collaborate with senior leadership and teams in the development of the marketing strategy aligned to business and customer.
Prepare quarterly business review, bi-annual business strategy exercise and Group-led business deep dive discussions.
Prepare quarterly Board meeting materials for Customer Division.
- Translate enterprise and segment strategies into clear marketing focus areas, strategic themes and long‑term direction.
- Identify growth opportunities across segments, propositions, channels, and customer lifecycles.
- Provide strategic guidance on portfolio priorities, trade‑offs and sequencing of initiatives.
- Drive annual and multi‑year marketing strategic planning, ensuring clarity of intent and alignment across teams.
- Develop integrated marketing roadmaps covering brand, customer engagement, propositions and channel strategies.
- Ensure strategic coherence across different marketing verticals (e.g. brand, digital, lifecycle, customer propositions).
- Support prioritisation discussions with leadership, balancing ambition, feasibility, and market dynamics.
- Synthesize research, data and trends into clear strategic implications for leadership decision‑making.
- Monitor evolving customer needs, industry trends, and competitive movements to refine marketing direction.
- Partner with Customer Insights & Research and Customer Data Analytics teams to deepen customer understanding.
- Act as a trusted strategic advisor to the Chief Customer and Marketing Officer and senior leadership on marketing‑related decisions.
- Challenge existing thinking constructively and elevate the strategic maturity of the Marketing function.
- Ensure marketing strategy supports and enhances customer experience and commercial objectives.
- Lead projects which are cross functional within Customer and Marketing functions.
Qualifications & Experience
- Bachelor’s degree in Marketing, Business, Economics, or a related field.
- 12 or more years of experience in marketing strategy, commercial strategy, consulting, or related leadership roles.
- Good in understanding financial numbers
- Ability to predict future business growth trends
- Strong background in developing and influencing enterprise or marketing level strategies.
- Strong strategic and conceptual thinking with the ability to simplify complexity.
- Excellent stakeholder management and influencing skills at senior levels.
- Deep customer and market orientation.
- Comfortable operating in ambiguity and driving alignment across diverse teams.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.