Director, Customer Strategy - Global at Bridge International Academies

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

What You Should Have

• 8+ years relevant experience
• Extensive experience in at least three of the following: human-centred design, customer strategy, innovation, retail, communications, marketing, or sales
• Prior experience within a fast-paced, metric driven sales organization; start up experience preferred
• New market launch experience is a major asset; Prior experience with a chain preferred
• Experience working in developing countries and/or with low income customers highly encouraged
• Bachelor's degree in relevant field (anthropology, sociology, design, management), graduate degrees preferred
• We particularly value experience in extreme growth situations.
• Passionate about Bridge’s vision of democratizing the right for all children to succeed

How We Work
Above all else, we’re looking for ambition, organization, drive, intellect, problem solving, and respect for others. You will report to the Chief Experience Officer and will manage a small global team of 1-2 people.

Location
Nigeria or India preferred. Kenya, Uganda, or DC possible, too. 25%+ travel will be required.