Manager – Customer Strategy

Role overview

Responsibilities

• Develop and execute customer strategy across brands, translating customer needs, behaviors and experience pain points into priorities and action plans.
• Analyze experiences across stores, app, web, service, delivery, returns, payments, loyalty, campaigns and partner interactions.
• Use feedback, complaints, surveys, reviews, NPS/CSAT themes, call-centre and store feedback, and digital behavior to understand customer needs.
• Define and evaluate propositions, benefits, journeys, services and experience interventions, balancing customer value, operational feasibility, sales, margin and long-term value.
• Translate customer insights, preferences, trends and business priorities into recommendations for cross-functional teams.
• Embed customer-focused decision-making in category choices, assortment planning, campaigns, service standards, store execution, training, journeys and commercial reviews.
• Build business cases and track customer initiative outcomes, including adoption, sales, margin, experience, investment and success metrics.
• Coordinate execution, timelines, dependencies, stakeholder alignment, communications, training inputs and post-launch learning.
• Prepare strategy documents, insight stories, performance updates and leadership presentations tied to measurable business outcomes.

What the employer is looking for

• 6–9 years of experience in customer strategy, CRM or marketing strategy, retail strategy, customer experience, consulting or consumer business roles.
• Strong understanding of customer lifecycle management, segmentation, journeys, personalization, CRM, loyalty, customer experience and omnichannel retail.
• Ability to convert customer insight, analytics, market trends and business priorities into practical strategies and execution plans.
• Commercial acumen to assess customer impact, sales uplift, margin, ROI, investment and long-term value.
• Cross-functional experience and project management skills; able to manage initiatives, stakeholders and timelines.
• Comfort with data, dashboards, research and business performance trends; strong communication, stakeholder management and storytelling skills.
• CRM, CDP, customer engagement, loyalty or marketing automation platform experience is an advantage; examples include Bloomreach, Braze, MoEngage and Salesforce Marketing Cloud.
• A relevant bachelor’s or master’s degree, or an MBA, is preferred.

About CSi