Head of Customer Strategy

Please Note: The application deadline for this job has now passed.

Job Introduction

We are recruiting a Head of Customer Strategy, to lead development of longer term strategy for collection of the licence fee – including alignment of collection to wider BBC strategy.  This is a permanent, London-based role with some flexibility.


The BBC is the largest public broadcasting corporation in the world. Its mission is to enrich people's lives with programmes that inform, educate and entertain. We are a public service broadcaster, established by a Royal Charter and funded by the licence fee which is paid by UK households and businesses.

The Licence Fee Unit

The Licence Fee Unit (LFU) is responsible for collecting the licence fee, generating well over £3bn of revenue each year. The aim of the LFU is to “maximise long term net licence fee revenue in a way which sustains public support for the TV licence”, ensuring that the licence fee is collected in an efficient, appropriate and proportionate way. We therefore deliver services and projects which have some of the biggest impacts on the BBC, our audience and licence fee payers.

Role Responsibility

As Head of Customer Strategy, reporting to the Director of Revenue Management, you will lead on the development of longer term strategy for collection of the licence fee - including alignment of collection to wider BBC strategy - taking into account market trends, customer expectation and delivery of critical success factors (revenue vs reputation/customer impact vs cost of collection).

This is a new role, with real impact and influence and you will work closely with SMEs within the LFU who focus on customer service performance, marketing performance, inbound/outbound channel planning and management and technology.

The Ideal Candidate

To be successful in this role you will have demonstrable experience of developing customer strategies, preferably gained in marketing or product development.  Essential experience includes:

  • A record of success in a senior strategic role
  • Proven experience in resolving complex customer issues, and working across a wide range of activities
  • Demonstrable experience in developing customer strategies, preferably in a marketing or product development role
  • Excellent analytical skills, confident with customer research, market research, data and forecasts
  • Excellent stakeholder engagement skills with an ability to communicate complex business issues and ideas
  • Experience of working with outsourced partners on large and highly visible contracts
  • Experience of working across different organisations and an ability to address potentially conflicting interests
  • Experience of leading a team and ability to work as part of a team
  • An experienced people manager

An experienced marketing strategy professional, you will possess a depth of experience in planning and developing strategy.  Whilst this role is analytical in nature, rather than creative, you will need to have a strong understanding of marketing issues and be well-versed in evaluating performance effectively.  

You will be adept at delivering to demanding deadlines and adapting to changing circumstances across a range of concurrent activities.  An excellent problem solver, able to offer the right balance of creativity and pragmatism, you will have the confidence and resilience to challenge assumptions and instigate positive change to achieve business goals.

An effective communicator with a proven ability to establish good working relationships with multiple partners and stakeholders across a wide range of people and levels, comfortable presenting insights, challenging and influencing as appropriate to support effective decision making. In addition, you will have excellent written communication skills for a range of audiences. This will be supported by your strong Microsoft Office skills, particularly MS Excel and MS PowerPoint.

Experience of working in the telecommunications or media sectors would be highly desirable.

Package Description

Band:  F
Contract type:   Permanent
Location:   London-based role with some flexibility

We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

  • Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
  • Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
  • Benefits- We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.

The situation regarding the coronavirus outbreak is developing quickly and the BBC is keen to continue to ensure the safety and wellbeing of people across the BBC, while continuing to protect our services. To reduce the risk access to BBC buildings is limited to those essential to our broadcast output. From Wednesday 18th March until further notice all assessments and interviews will be conducted remotely. For more information go to

Mae’r sefyllfa gyda’r coronafeirws yn datblygu’n gyflym, ac mae’r BBC yn awyddus i barhau i sicrhau diogelwch a lles pobl ar draws y BBC, gan barhau i warchod ein gwasanaethau hefyd. I leihau’r risg, dim ond y bobl sy’n hanfodol i’n hallbwn darlledu fydd yn cael mynediad i adeiladau’r BBC. O ddydd Mercher 18fed Mawrth ymlaen, bydd pob asesiad a chyfweliad yn cael ei gynnal o bell, nes rhoddir gwybod yn wahanol. I gael mwy o wybodaeth, ewch i

About the Company

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours in the document attached below.

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity. 

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

To find out more about Diversity and Inclusion at the BBC, please click here

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