We're looking for an Associate General Manager - Customer Strategy to lead and shape Landmark Group's customer growth agenda across brands, channels, and business functions. In this role, you'll own strategic customer priorities by using customer behavior, voice-of-customer inputs, touchpoint experience data, preference signals, proposition performance, and business economics to identify how we can better understand customers, improve their experience, and create profitable growth across the full customer lifecycle.
- Enterprise Customer Growth Strategy - How do we acquire, activate, retain, and grow high-value customers across brands, channels, and customer segments?
- Customer Experience Transformation - How do customers experience Landmark across stores, app, web, service, delivery, returns, payments, loyalty, campaigns, and partner interactions, and where should we intervene?
- Customer Value Proposition & Economics - Which propositions, benefits, services, assortments, and experiences create the best balance of customer value, sales, margin, frequency, retention, and long-term profitability?
- Customer-Led Business Decisioning - How do we embed customer insight into strategic decisions across buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, digital, CRM, loyalty, and product teams?
You'll partner with senior leaders across brand, buying, planning, finance, operations, L&D, sales, digital, marketing, CRM, loyalty, analytics, technology, and product teams to convert customer understanding into enterprise priorities, propositions, journeys, service improvements, business cases, governance forums, decision frameworks, and measurable transformation roadmaps.
What You Will Be Doing?
- Lead the development and execution of customer strategy across Landmark Group brands, ensuring customer needs, behaviors, preferences, and experience pain points shape senior leadership priorities and business action plans.
- Own the customer strategy roadmap across key touchpoints including stores, app, web, service, delivery, returns, payments, loyalty, campaigns, and partner interactions to identify friction, growth opportunities, and experience gaps.
- Establish a strong voice-of-customer and preference-learning agenda using feedback, complaints, surveys, reviews, NPS/CSAT themes, call centre insights, store feedback, and digital behavior.
- Define and evaluate customer value propositions, benefits, journeys, services, and experience interventions by balancing customer desirability, operational feasibility, sales impact, margin implications, and long-term customer value.
- Translate customer insights, preference signals, market trends, research, analytics outputs, and business priorities into strategic recommendations for buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, digital, CRM, and loyalty teams.
- Influence cross-functional leaders to embed customer-focused decision-making into category choices, assortment planning, campaign design, service standards, store execution, training content, customer journeys, and commercial reviews.
- Build and sponsor business cases for customer initiatives, including expected experience improvement, customer adoption, sales uplift, margin impact, investment requirements, operational effort, and success metrics.
- Define customer performance and experience measurement frameworks covering acquisition, activation, engagement, frequency, retention, churn, lifetime value, satisfaction, complaints, service recovery, and channel behavior.
- Drive cross-functional governance and execution of customer initiatives, ensuring strategic alignment, clear ownership, timelines, dependencies, communication plans, training inputs, and post-launch learnings.
- Prepare executive-ready strategy documents, customer insight stories, performance updates, leadership presentations, and recommendations that connect customer experience and customer value to measurable business outcomes.
What We Are Looking For?
- 11-13 years of experience in customer strategy, CRM strategy, marketing strategy, retail strategy, customer experience, consulting, consumer business, or transformation roles.
- Deep understanding of customer lifecycle management, segmentation, customer journeys, personalization, CRM, loyalty, customer experience, omnichannel retail, and customer economics.
- Proven ability to define customer strategy, shape transformation roadmaps, and translate customer insights, analytics outputs, market trends, and business priorities into scalable customer-led initiatives.
- Strong commercial and strategic acumen, with the ability to evaluate customer impact, sales uplift, margin implications, ROI, investment requirements, operating complexity, and long-term customer value.
- Demonstrated experience influencing senior stakeholders and working across CRM, marketing, digital, product, technology, analytics, finance, loyalty, operations, L&D, buying, planning, and brand teams.
- Structured problem-solving mindset with strong program leadership skills and the ability to manage multiple strategic initiatives, senior stakeholders, workstreams, and timelines.
- Comfort working with data, dashboards, customer research, voice-of-customer inputs, and business performance trends to frame the right questions and convert insights into senior-level decisions.
- Experience with CRM, CDP, customer engagement, loyalty, or marketing automation platforms such as Bloomreach, Braze, MoEngage, Salesforce Marketing Cloud, or similar tools will be an advantage.
- Excellent executive communication, stakeholder management, storytelling, and influence skills, with the ability to create leadership-ready narratives and drive decision-making.
- A master's degree in business, marketing, economics, analytics, engineering, or an MBA from a reputed institute is preferred.
About us -
CSi - One Team, One Promise, One Identity.
In a world driven by data, strategy and intelligence belong together, our new identity represents the bridge between understanding our customers and delivering for them. We are moving forward as one team, fueled by a singular vision to turn insights into impact.
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