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Job Description The Strategic Portfolio Lead is responsible for designing and enabling the portfolio’s strategic roadmap for direct-to-customer engagement programs, as it aligns to the overall Customer Lifecycle Management (CLM) strategy in growing Customer Lifetime Value (CLV). This also entails harnessing the productivity of the squads within the portfolio, maximizing efforts and resources, engaging relevant stakeholders and leveraging synergies, pursuing continuous innovation, and driving effective performance measurement.

DUTIES AND RESPONSIBILITIES:

Contribute to shaping the overall CLM strategy and program roadmap - Support the product owner in creating the long-term vision to deliver desired customer and business outcomes, ensuring alignment to the organization's strategic objectives.

Set the goals of the strategic Portfolio, aligning initiatives with the overall CLM strategy to grow CLV - Translate the overall CLM strategy into the relevant strategic roadmap for the portfolio

Plan and manage the backlog of campaigns and programs towards delivering maximum customer and business value - Drive the quarterly prioritization of campaigns/programs and features to be delivered by the squads in the portfolio, allocating resources as necessary to achieve optimal output

Engage and align all relevant stakeholders in delivering on the portfolio strategy and roadmap - Facilitate open and consistent communication, negotiate to ensure stakeholders understand and agree on portfolio deliverables, manage and resolve issues and concerns towards the achievement of shared objectives

Champion innovation opportunities for the portfolio - Plan and drive scoping of requirements for large and complex initiatives; evaluate market trends, customer needs, and competitive landscape to identify opportunities for innovation; understand key business drivers that will support the portfolio objectives

Drive the culture of high performance across squads - Lead the cadence of status reviews, insighting on drivers of performance, identifying and following through on agreed action items to deliver the intended results; Provide leadership, guidance, and mentorship for continuous improvement across the portfolio, adopting principles on customer centricity, agile delivery, and data-driven insighting and innovation

KPIs:

CLM Engagement vs Live Base

Incremental Revenues vs Universal Control Group

ARPU Lift and Retention Rate, CLV

Digital Engagement

Key Strategic Portfolio/Segment Milestones

TOP 3-5 DELIVERABLES:

Portfolio Strategy & Business Plan

Prioritized Quarterly Backlog

Capacity & Resource Plan

Cadence of Performance Reviews

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