Customer Growth & Experience Strategy Lead

CSi - LANDMARK GROUP; Dubai; On-site; AED 420,000 - 610,000; Full time

Job summary

Landmark Group seeks an Associate General Manager - Customer Strategy to lead our customer growth strategy across brands, channels, and lifecycles. You will own priorities using customer behavior, VOC inputs, and touchpoint data to identify growth and improve experiences.

Partner with senior leaders across brand, buying, planning, finance, operations, marketing, CRM, loyalty, analytics, digital, and product to translate insights into actionable roadmaps and measurable outcomes.

Qualifications

• 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, personalization, CRM, loyalty, omnichannel retail, and customer economics.
• Proven ability to define customer strategy, shape transformation roadmaps, and translate insights into scalable customer-led initiatives.
• Strong commercial and strategic acumen, with the ability to evaluate customer impact, 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, sales, 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.

Responsibilities

• Lead the development and execution of customer strategy across Landmark Group brands, ensuring customer needs shape leadership priorities and action plans.
• Own the customer strategy roadmap across key touchpoints to identify friction, growth opportunities, and experience gaps.
• Establish a strong voice-of-customer and preference-learning agenda using feedback, surveys, reviews, and digital behavior.
• Define and evaluate customer value propositions, journeys, and interventions balancing desirability, feasibility, and ROI.
• Translate insights and priorities into strategic recommendations for cross-functional teams such as buying, planning, pricing, and CRM.
• Influence cross-functional leaders to embed customer-focused decision-making into category choices, campaigns, and store execution.

Skills

Customer strategy

CRM strategy

Marketing strategy

Retail strategy

Customer experience

Consulting

Transformation

Stakeholder management

Education

MBA

Master's degree

Analytics background

Tools

Bloomreach

Braze

MoEngage

Salesforce Marketing Cloud

Job description

Landmark Group seeks an Associate General Manager - Customer Strategy to lead our customer growth strategy across brands, channels, and lifecycles. You will own priorities using customer behavior, VOC inputs, and touchpoint data to identify growth and improve experiences.

Partner with senior leaders across brand, buying, planning, finance, operations, marketing, CRM, loyalty, analytics, digital, and product to translate insights into actionable roadmaps and measurable outcomes.