BA (Hons) Strategic Customer Management

In today’s competitive consumer market, having customers at the heart of a business is the key to success. This innovative Strategic Customer Management degree is designed to equip students with the knowledge and skills to engage in highly effective customer management, a key differentiator for today’s organisations. This accelerated two year management degree offers a unique opportunity to gain the skills and experience needed to work in a customer management environment.

This course has been designed in consultation with major employers including Admiral, Welsh Water, Media Wales and First Source, all of whom will be providing the paid work-based learning during the course, allowing students to ‘earn as you learn’. Alongside practical work-based learning, students will study modules exploring leadership, business strategy, business psychology and people management.

This course is subject to validation.

UCAS Code Study Mode
2018
Duration Start Date Campus Campus Code
N212 Full-time 2 Years September Newport City C
N/A Part-time 5 Years September Newport City C

Year one of the Strategic Customer Management degree will allow you to explore key business and consumer topics through a varied range of modules. Year two will allow you to develop and apply this knowledge to the workplace, through both an internship and paid work placement.

Year One – Strategic Customer Management

Skills and Professional Development is a practical module designed to equip you with the skills for both their higher education studies, which are also transferable for business and their future employability. Student will develop personal study skills, IT skills and business skills.

Customer Service and Quality Systems addresses the importance of customer service for today’s competitive businesses. We will examine the issues affecting customers, intermediaries, employees, shareholders and other stakeholders, directly related to developing the customer-focused culture of any organisation.

Business Context focuses on understanding the range of issues which face today’s organisations and develops the ability to suggest appropriate business strategies and activities to achieve success. We will look at the economic context facing today’s organisations and marketing as a central business function

Business Psychology explores the role Psychology plays within a business context and how this impacts upon organisational performance and consumer behaviour. You will develop the ability to apply psychological theories to differing organisational contexts, as well as explore the relationship between psychology and marketing.

Managing People focusses on self-awareness in the workplace in terms of people managing themselves and understanding human behaviour. You will also gain an understanding of how people and activities can be managed effectively.

Professional Selling aims to explore contemporary issues in sales management and professional selling including ethics, strategy, motivation and control. We will encourage a deeper understanding of the rapidly transforming sales management arena through reflection on and analysis of key concepts in order to guide you towards solution-oriented approaches to sales management practice.

Brands and Consumer Lifestyles will look at the key theories of consumer behaviour in a variety of markets both domestic and international. You will explore the influence of sociology, psychology and the effects of behavioural sciences on, for example, branding, semiotics and contemporary issues in consumption.

Metrics Management examines the relationship between corporate strategy and operational practice. You will look at metric measurement techniques and defining good key performance indicators.

Metrics Management Work-based Learning – this module will allow you to directly apply the content within the Metrics Management module to the real life context. The module is delivered through simulated work experience facilitated by USW Exchange – the university’s business advice hub.


Year Two – Strategic Customer Management

In year two, the following three modules will be studied as part of an internship portfolio;

Brands and Consumer Lifestyles work based learning is designed to directly apply the content within the Brands and Consumer Lifestyles module from the first years studies , to the real life context. The module is delivered through simulated work experience facilitated by USW Exchange – the university’s business advice hub.

Leadership and Management - The aim of the module is to prepare individuals for a career in business and management by developing students’ ability to apply knowledge and understanding of business and management to complex issues, both systematically and creatively.

Leadership and Management Work-based Learning – This module will directly apply the content of the Leadership and Management module to the work place, with the student’s first placement within an organisation as accredited work-based learning.

The second year continues with paid, accredited work based learning in an organisation graded through the following modules:

Strategic Customer Service Excellence provides a rationale for customer service excellence as an ethos that permeates all functions of the organisation. You will be introduced to the relevant concepts, models and frameworks that assist in the delivery of service excellence within a wide variety of organisations.

Advanced Communications Strategy aims to provide a balanced coverage of the theoretical and practical aspects of advanced marketing communications. You will explore communications theory and its application through integrated online and offline marketing communications.

Leadership and Strategy looks at the purpose of leadership (creating strategy, vision, purpose and principles to sustain long-term future organisational success) and traits and styles of leadership.


The following modules will be studied as paid work-based learning, allowing you to directly apply the knowledge you have gained on the course to the workplace.

  • Strategic Customer Service Excellence in Practice
  • Advanced Communications Strategy in Practice and Leadership
  • Strategy in Practice

 

 

Teaching

 

 

Assessment

Students on the Strategic Customer Managment degree will be assessed through a combination of methods including individual assignments, group projects and presentations, examinations and a work based learning portfolio.

 

Placements

Central to the degree is paid, accredited work-based learning in year two which provides students with the unique opportunity to be employed during their degree and ‘earn as they learn’, applying what they learn to the workplace. The Strategic Customer Management course has been designed in consultation with major employers including Admiral, Welsh Water, Media Wales and First Source, all of whom will be providing the paid work based learning during the course.

Lecturers

Students will be taught by staff who are regarded as experts in their field through industry experience and/or research within their specialist subject area. The teaching team includes the following:


Mary Hedderman, Course Leader
Jo Jones
Stuart Milligan
Sian Jenkins
Lisa Curtis
Paula Stephens

Full-time fees are per year. Part-time fees are per 20 credits. Once enrolled, the fee will remain at the same rate throughout the duration of your study on this course.

August 2018 - July 2019 Fees

  • Full-time UK and EU: TBC
  • Full-time International: TBC
  • Part-time UK and EU: TBC

Additional Costs

Students have access to a wide range of resources including textbooks, publications, and computers in the University’s library and via online resources. In most cases they are more than sufficient to complete a course of study. Where there are additional costs, either obligatory or optional, these are detailed below. Of course students may choose to purchase their own additional personal resources/tools over and above those listed to support their studies at their own expense. All stationery and printing costs are at a student’s own expense.

UK and EU students

Apply via UCAS if you are a UK/EU residing applicant, applying for year one of a full-time undergraduate degree, Foundation Year, Foundation Degree or HND and you have not applied through UCAS before. If you are applying to study part-time, to top up your Foundation Degree or HND, or to transfer to USW from another institution, please apply directly.

International students

Apply directly to the University if you live outside the UK/EU. 

Admissions statement

Graduates of the Strategic Customer Management degree can expect to secure graduate entry positions within a broad range of careers within business management. The course is also heavily informed by the contact centre industry a major employer within Wales and is aligned closely with potential employment in this sector.