We’re looking for a Manager – Customer Strategy to help embed customer-focused decision-making across Landmark Group’s brands and business functions. In this role, you’ll work with 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.
- Customer Experience Across Touchpoints – How do customers experience Landmark across stores, app, web, service, delivery, returns, payments, loyalty, campaigns, and partner interactions?
- Voice of Customer & Preference Learning – What are customers telling us through feedback, complaints, surveys, reviews, behavior, missions, preferences, and unmet needs?
- Value Proposition & Customer Economics – Which propositions, benefits, assortments, services, and experiences create the best balance of customer value, sales, margin, frequency, and long-term loyalty?
- Customer-Led Business Decisions – How do we bring customer insight into decisions across buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, and digital teams?
You’ll work closely with brand, buying, planning, finance, operations, L&D, sales, digital, marketing, CRM, loyalty, analytics, technology, and product teams to convert customer understanding into propositions, journeys, service improvements, business cases, training inputs, decision frameworks, and measurable action plans.
What You Will Be Doing?
- Support the development and execution of customer strategy across Landmark Group brands, ensuring customer needs, behaviors, preferences, and experience pain points are reflected in business priorities and action plans.
- Analyze customer experience across key touchpoints including stores, app, web, service, delivery, returns, payments, loyalty, campaigns, and partner interactions to identify friction, improvement opportunities, and experience gaps.
- Use voice-of-customer inputs such as feedback, complaints, surveys, reviews, NPS/CSAT themes, call centre insights, store feedback, and digital behavior to understand what customers value, expect, and struggle with.
- Help 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 practical recommendations for buying, planning, merchandising, pricing, finance, operations, L&D, sales, marketing, digital, CRM, and loyalty teams.
- Partner with cross-functional teams 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 business cases for customer initiatives, including expected experience improvement, customer adoption, sales uplift, margin impact, investment needs, operational effort, and success metrics.
- Track customer performance and experience indicators including acquisition, activation, engagement, frequency, retention, churn, lifetime value, satisfaction, complaints, service recovery, and channel behavior.
- Coordinate cross-functional execution of customer initiatives, ensuring timelines, dependencies, stakeholder alignment, communication plans, training inputs, and post-launch learnings are managed effectively.
- Prepare clear 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?
- 6–9 years of experience in customer strategy, CRM strategy, marketing strategy, retail strategy, customer experience, consulting, or consumer business roles.
- Strong understanding of customer lifecycle management, segmentation, customer journeys, personalization, CRM, loyalty, customer experience, and omnichannel retail.
- Ability to translate customer insights, analytics outputs, market trends, and business priorities into practical customer strategies, propositions, campaigns, and execution plans.
- Strong commercial acumen, with the ability to evaluate customer impact, sales uplift, margin implications, ROI, investment requirements, and long-term customer value.
- Experience working with cross-functional teams across CRM, marketing, digital, product, technology, analytics, finance, loyalty, operations, and brand teams.
- Structured problem-solving mindset with strong project management skills and the ability to manage multiple initiatives, stakeholders, and timelines.
- Comfort working with data, dashboards, customer research, and business performance trends to ask the right questions and convert insights into action.
- 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 communication, stakeholder management, and storytelling skills, with the ability to create executive-ready presentations and influence decisions.
- A bachelor’s or master’s degree in business, marketing, economics, analytics, engineering, or an MBA from a reputed institute is preferred.
About us -
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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