Associate General Manager – Customer Strategy

About the role

We are seeking an Associate General Manager – Customer Strategy to lead Landmark Group's customer growth agenda across brands, channels, and business functions. You will own strategic customer priorities, using behavior data, voice‑of‑customer inputs and business economics to improve experience and drive profitable growth throughout the customer lifecycle.

Key responsibilities

• Lead development and execution of customer strategy across Landmark brands, ensuring insights shape senior leadership priorities.
• Own the customer‑strategy roadmap for stores, app, web, service, delivery, returns, payments, loyalty, campaigns and partner interactions.
• Establish a voice‑of‑customer agenda using feedback, surveys, NPS/CSAT, call‑centre and digital behaviour data.
• Define and evaluate value propositions, journeys and service interventions balancing desirability, feasibility, sales impact and margin.
• Translate insights into recommendations for buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, digital, CRM and loyalty teams.
• Build business cases for initiatives, outlining experience improvement, sales uplift, margin impact, investment and success metrics.

Required profile

• 11–13 years of experience in customer strategy, CRM, marketing or retail transformation.
• Deep understanding of customer lifecycle management, segmentation, personalization, omnichannel retail and customer economics.
• Proven ability to shape transformation roadmaps and influence senior stakeholders across multiple functions.
• Strong commercial acumen to evaluate sales uplift, ROI, margin implications and long‑term customer value.
• Excellent executive communication, storytelling and stakeholder‑management skills.
• Master’s degree in business, marketing, economics, analytics or an MBA is preferred.

Required skills

• Experience with CRM, CDP and marketing automation platforms such as Bloomreach, Braze, MoEngage or Salesforce Marketing Cloud.