Strategy Consulting Manager - Loyalty

VML group; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

VML group in Greater London is looking for a strategic consultant specializing in customer loyalty. You'll lead engagements and collaborate with client teams to shape loyalty strategies and optimize CRM initiatives. With over 5 years of consulting experience, you will drive business cases and actionable insights while nurturing high-level stakeholder relationships. The position requires a blend of analytical prowess and leadership skills, alongside a willingness to travel internationally.

Qualifications

• 5+ years of experience in strategy or management consulting.
• Expertise in customer loyalty strategies and retention programs.
• Strong knowledge of data's role in customer relationships.

Responsibilities

• Lead strategic work sessions with client stakeholders.
• Develop business cases and strategic recommendations.
• Optimize loyalty programs and CRM strategies.

Skills

Strategic thinking

Stakeholder management

Customer loyalty strategy

Data analysis

Leadership

Tools

CRM platforms (Braze/SF/Adobe)

Customer Data Platforms (CDPs)

Analytics platforms

Job description

What will your day look like?

You will primarily engage with client leadership teams, often leading workstreams and engagements independently. Your assignments will focus on shaping strategic direction, including:

• Leading strategic work sessions with senior client stakeholders, facilitating critical decision‑making processes to enhance customer loyalty, retention, and advocacy.
• Driving the development of robust business cases, strategic recommendations, and actionable roadmaps, ensuring alignment with client objectives and market realities, with a strong focus on increasing customer lifetime value and reducing churn.
• Orchestrating comprehensive market research and data analysis, including customer segmentation, behavior analysis, loyalty program effectiveness, and Voice of Customer (VoC) insights, translating complex findings into clear, insightful, and executive‑level recommendations for loyalty‑driven growth.
• Designing, implementing, and optimizing comprehensive loyalty programs, customer relationship management (CRM) strategies, and personalized engagement initiatives across the customer lifecycle.
• Owning the delivery of strategic frameworks and solutions, from initial concept to implementation planning, ensuring impact and value creation through enhanced customer engagement and retention initiatives.
• Cultivating and managing deep relationships with client executives, acting as a trusted advisor and thought partner on all aspects of customer loyalty, relationship management, and customer experience (CX).
• Proactively identifying and developing new business opportunities, contributing significantly to our firm’s growth and thought leadership in the loyalty and customer retention space.
• Providing guidance and mentorship to project team members, fostering a high‑performance culture and ensuring the quality of deliverables for loyalty‑focused engagements.
• Shaping and evolving our proprietary offerings and methodologies, contributing directly to MAP’s intellectual capital and competitive edge, particularly in customer loyalty strategy, program design, and measurement.

Who are you going to work with?

You will join a team of highly skilled consultants and become part of a dynamic and international environment where you will have ample opportunity to further develop your personal and professional leadership skills. Your role will involve significant collaboration with cross‑functional experts and professionals from our technology, data, creative, and client teams across our global offices.

What do you bring to the table?

As a person, you are a natural leader and a strategic thinker. You possess a self‑starter and can‑do mentality, thriving in complex environments while maintaining a structured approach and meticulous attention to strategic detail. You demonstrate a superior ability to collect, analyze, and synthesize diverse qualitative and quantitative data, particularly customer behavioral data, loyalty metrics, and customer sentiment, establishing profound insights and crafting compelling, executive‑ready narratives.

You excel at building and managing high‑level stakeholder relationships, and additionally you have:

• 5+ years of progressive strategy or management consulting experience from a top‑tier consulting firm or Big 4 environment.
• Proven expertise in crafting and implementing customer, commercial, sales, marketing, or service strategies, coupled with a deep understanding of relevant business and technology transformations, specifically demonstrated success in developing and executing customer loyalty strategies, retention programs, and customer experience initiatives focused on increasing CLTV.
• Strong understanding of loyalty program mechanics, customer segmentation, personalization at scale, and the strategic role of data in driving loyal customer relationships.
• Familiarity with CRM platforms (Braze/SF/Adobe), Customer Data Platforms (CDPs), marketing automation tools, and analytics platforms commonly used in loyalty management.
• Demonstrated ability to lead complex projects and workstreams independently, taking full ownership of deliverables and client outcomes.
• Exceptional executive‑level writing, presentation, and interpersonal communication skills, with a proven ability to influence senior stakeholders.
• High proficiency in advanced analytical tools, Excel, and PowerPoint for executive communication.
• Superior analytical and complex problem‑solving abilities, capable of dissecting challenges and formulating innovative solutions to build, measure, and sustain customer loyalty.
• A willingness to travel internationally as required to meet client and project demands.

#LI‑EMEA

WPP (VML MAP) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.