Director, Customer Strategy - Global in Lagos, Nigeria

at Omidyar Network

Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female

Job Description

Job description

The work of the Global Director of Customer Strategy begins approximately 2-3 months before an academy opens engaging all key stakeholders: community leaders whose support Bridge needs, motivated young adults who can be trained to become successful Academy Managers and Teachers, and potential parents whose children can be admitted to the academy once it opens – like most retailers, the first 60 days that a new Bridge International Academy is open are the biggest drivers of that academy’s pupil reach, even two years later. The focus on pupil reach continues once an academy is open, working with the Global Director of Academy Operations to develop scalable, easy-to-implement communications, programmes, and events that will strengthen community leader support, community integration, parent outreach, parent affinity, and word of mouth so that the each academy maintains existing pupils and continues to grow. The look/feel of the academy is also an incredibly important customer touch point, saying more about Bridge to parents than any verbal communications can.

What You Will Do

Set the global vision, strategy, and go-to-market approach for academy growth, including the communications, programmes, events, and academy space design that will ensure that all hit their expected pupil reach from day one and continue to attract new pupils and grow their reach after they open
Develop programmes that strengthen Bridge’s presence in the community including ongoing relationships with leaders as well as participation in critical community/regional/national events once academies are open
Develop programmes that strengthen Bridge’s relationship with parents including Parent Representatives/Parent-Teacher Associations, Parent-Teacher conferences, and other communications, programmes, and events once academies are open
Work with the Global Director of Academy Operations to develop the academy staff recruiting programmes necessary at launch
Work with the Global Director of Academy Operations to develop pricing communications, promotions, and loyalty programmes that ensure timely payments from parents as well as affinity/word of mouth
Work with the Academic Team to flesh out the physical academy experience, particularly that inside the classrooms
Define global budgets and timelines across academy launch and ongoing community outreach for purposes of pupil acquisition
Spend time in Bridge communities developing a knowledge of the market, competitors, and trends as well as driving customer insights and critical business issues opportunities; partner with other teams throughout Bridge as needed.

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