Head of Customer Strategy

Job Descriptions:

• Define enterprise-wide customer strategy across the entire customer lifecycle including acquisition, engagement, retention, loyalty, and spending growth.
• Develop long-term customer growth roadmap aligned with corporate business objectives.
• Establish enterprise customer value creation framework.
• Define strategic priorities for customer growth across all business units.
• Define enterprise customer segmentation framework.
• Develop differentiated Customer Value Propositions (CVP) strategy.
• Define strategic customer personas.
• Prioritize high-value customer segments.
• Identify growth opportunities using customer insights.
• Define customer/member portfolio strategy
• Develop member tier strategy.
• Define tier migration strategy.
• Optimize portfolio value.
• Establish customer lifecycle management framework.
• Define enterprise O2O customer journey strategy across all physical and digital touchpoints.
• Establish customer experience principles and journey governance.
• Partner with Digital Experience Management Group to translate customer strategies into detailed customer journey designs.
• Ensure consistency of customer experience across all customer touchpoints.
• Establish enterprise customer strategy governance framework.
• Align customer priorities across Business Units.
• Facilitate enterprise customer strategy review sessions.
• Govern customer KPI alignment across divisions.
• Drive customer-centric decision making across the organization.
• Partner with Customer Experience & Engagement, Business Units, Digital Experience Management, Digital Operations, Marketing, Finance, and Analytics.
• Ensure successful execution of customer strategies.
• Resolve cross-functional issues.
• Drive enterprise customer alignment.
• Lead and develop high-performing digital experience teams.
• Foster a customer-centric and innovation-driven culture.
• Build digital capabilities across the organization.

Qualifications:

• Master's degree in business administration (MBA), Marketing, Economics, Data Analytics are preferred
• 15+ years of experience in Customer Strategy, CRM, Loyalty, Customer Analytics, Marketing Strategy, Retail Strategy, or related fields
• Experience leading enterprise customer strategy and transformation initiatives across complex organizations.
• Experience in loyalty programs, customer portfolio management, customer segmentation, and data-driven strategy development.
• Experience within Digital Ecosystem, retail, lifestyle, digital platform, hospitality, consumer or omnichannel businesses ecosystem preferred
• Experience driving customer-centric digital transformation.
• Experience leading AI-enabled and Advanced Analytics to enhance customer experience and business performance