Customer Strategy Manager

Job Descriptions:

• Translate enterprise customer strategy into actionable initiatives.
• Develop annual customer strategic plans.
• Support implementation across business units.
• Monitor strategic initiative progress.
• Develop customer segmentation models.
• Analyze customer behavior and market trends.
• Develop customer personas and CVPs.
• Recommend growth opportunities.
• Develop customer portfolio management plans.
• Support member tier optimization.
• Analyze member migration and retention.
• Recommend portfolio improvement initiatives.
• Support development of enterprise O2O customer journey strategies.
• Collaborate with Digital Experience Management Group to ensure journey alignment.
• Identify customer pain points and improvement opportunities.
• Coordinate with CEM, Business Units, CRM, Marketing, Digital Experience, and Analytics teams.
• Support execution of cross-functional customer initiatives.
• Facilitate customer strategy alignment meetings.
• Monitor customer performance dashboards.
• Analyze customer trends and business performance.
• Prepare strategic recommendations.
• Support executive reporting.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, Economics, Data Analytics, Strategy, or related fields
• Master's degree is preferred
• 8–12 years of experience in Customer Strategy, CRM, Loyalty, Customer Analytics, Marketing Strategy, Commercial Strategy, or related fields
• Experience developing customer segmentation and customer lifecycle strategies
• Experience in loyalty programs and customer portfolio management
• Experience working with retail, shopping mall, digital platform, hospitality, or consumer businesses
• Experience utilizing Customer Data Platforms (CDP), customer analytics, or personalization platforms
• Experience working with AI-enabled customer analytics and predictive modeling is preferred