Manager Customer Strategy

About the role

We are seeking a Manager – Customer Strategy to embed customer‑focused decision‑making across Landmark Group’s brands and functions. You will work with customer behavior, voice‑of‑customer inputs, touchpoint data and business economics to improve experience and drive profitable growth throughout the customer lifecycle.

Key responsibilities

• Support development and execution of customer strategy, ensuring customer needs and pain points shape business priorities.
• Analyze experience across stores, app, web, delivery, payments, loyalty and campaigns to identify friction and improvement opportunities.
• Use feedback, surveys, NPS/CSAT and digital behavior to understand customer expectations and challenges.
• Define and evaluate value propositions, journeys and service interventions balancing desirability, feasibility, sales impact and margin.
• Translate insights into actionable recommendations for buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, digital, CRM and loyalty teams.
• Build business cases for initiatives, track performance indicators and coordinate cross‑functional execution.

Required profile

• 6–9 years of experience in customer strategy, CRM, marketing or retail strategy roles.
• Strong commercial acumen with ability to assess sales uplift, margin impact and ROI.
• Proven ability to work with cross‑functional teams and manage multiple initiatives.
• Excellent communication, stakeholder management and storytelling skills.
• Bachelor’s or master’s degree in business, marketing, economics, analytics or related field; MBA preferred.

Required skills

• Data dashboards
• CRM strategy
• Customer Data Platform (CDP)
• Marketing automation platforms such as Bloomreach, Braze, MoEngage, Salesforce Marketing Cloud