Role Profile:
As a Customer Strategy Manager, you will be a core member of the Customer Insights & Strategy team,
driving customer-centric transformation across a portfolio of globally recognized Food and Non-Food retail
brands (e.g., Starbucks, H&M, The Cheesecake Factory, Bath & Body Works, Victoria’s Secret, Boots, etc.).
Your role will be to shape and implement forward-looking customer centric strategies that improve acquisition,
retention, loyalty, and experience across omnichannel environments—while unlocking measurable commercial
impact. This role sits at the intersection of strategy, marketing, customer experience, and analytics, offering
significant exposure to senior stakeholders and multi-brand leadership teams.
Key Areas of focus:
1. Customer Strategy Design & Execution
2. Omnichannel Experience Strategy
3. Loyalty & CRM Strategy
4. Personalization & Customer Analytics
5. Measurement & Value Realization
6. Change Management & Capability Building
7. Stakeholder Engagement & Delivery
Academic Background & Experience:
- Bachelor’s degree in Engineering, Business, Economics or related field; MBA or Master’s preferred.
- 5+ years in management consulting (strategy or customer-focused), or in-house strategy roles
- Proven experience developing or implementing customer strategies across multiple brands or
Technical Skills:
- Strategic thinking with strong retail commercial acumen.
- Customer-centric mindset with passion for experience design.
- Strong analytical skills, including customer data interpretation
- Excellent storytelling and communication abilities.
- Ability to work collaboratively across disciplines and client functions.
- Experience in loyalty design, CRM, CX transformation, or personalization strategy.
- Familiarity with tools such as Qualtrics, Medallia, Salesforce Marketing Cloud, Adobe Campaign, or similar.
- Strong command of Excel, PowerPoint; experience with analytics tools (Tableau, SQL, etc.) is a plus.
Soft Skills:
- Analytical Thinking: Critical thinking, problem-solving
- Communication: Data storytelling and presentation
- Collaboration: Cross-functional teamwork, influencing skills
- Attention to Detail: Accuracy, thoroughness
- Adaptability: Flexibility, handling ambiguity
- Strategic Thinking: Business acumen, big picture mindset
- Curiosity: Inquisitiveness, passion for learning
- Time Management: Prioritization, multitasking
- Problem-Solving: Solution-oriented, decision-making
- Emotional Intelligence: Empathy, conflict resolution
- Creativity: Innovative thinking