Strategy Consulting Director - Loyalty

Are you a proven strategic leader with a passion for transforming customer relationships and a deep specialization in Loyalty strategy? Do you excel at building high-performing teams, cultivating executive client partnerships, and driving significant business growth? If you possess an exceptional track record in top-tier consulting and are ready to lead complex engagements, mentor talent, and shape the future of customer strategy, then you might be the Strategy Consulting Director we’re looking for! 

As our client portfolio continues its rapid expansion, specializing in the development of consumer-centric strategies that effectively integrate creativity and data to cultivate valuable relationships between consumers and brands, we are seeking an experienced and accomplished Strategy Consulting Director to join and lead our highly engaged, skilled, and expanding Customer & Business Strategy Consulting team. This role will serve as a senior leader and Subject Matter Expert in Loyalty, guiding both client and internal teams. 

What will your day look like?

As a Director, you will operate at the intersection of strategic vision, client leadership, and team development, often overseeing multiple engagements simultaneously. Your responsibilities will encompass: 

• Serving as the primary strategic client lead for key accounts, owning executive relationships, understanding their long-term vision, and proactively identifying opportunities for value creation, acting as a trusted advisor to C-suite executives, and providing thought leadership and strategic guidance on complex customer challenges, with a particular emphasis on loyalty, CX, and CRM. 

• Driving business development efforts, including identifying new opportunities, leading proposal development, and securing new engagements and account growth within your portfolio. 

• Leading the overall design and delivery of large-scale, complex strategy engagements, ensuring successful outcomes, client satisfaction, and adherence to budget and timelines. 

• Providing senior strategic oversight and quality assurance for all deliverables, ensuring insights are actionable, recommendations are robust, and presentations are impactful and executive-ready, leveraging your deep expertise in Loyalty strategy to shape innovative loyalty program design, customer retention initiatives, personalization frameworks, and value proposition enhancement. 

• Driving the integration of CX, CRM, and data analytics capabilities into comprehensive customer strategies. 

• Leading, managing, and mentoring multi-disciplinary delivery teams, fostering a culture of excellence, collaboration, and continuous improvement, overseeing the professional development and performance management of consultants at various levels, providing constructive feedback, coaching, and career guidance. 

• Actively contributing to recruiting, training, and retaining top-tier consulting talent. 

• Developing and evolving our proprietary offerings and methodologies in Loyalty, CX, and CRM, positioning the firm as a market leader, and contributing significantly to firm-wide intellectual capital, publishing white papers, speaking at industry events, and enhancing our brand reputation, while also acting as a role model for our values and culture. 

Who are you going to work with?

You will join a senior leadership team of highly skilled and influential consultants, taking a pivotal role in shaping our strategic direction and market presence. You will collaborate extensively with leaders across our global technology, data science, creative, and client teams, forging partnerships that drive integrated solutions. As a transformation partner for some of the most admired brands in the world, you will leverage your expertise to make a profound impact on their business and our firm’s success. 

What do you bring to the table?

As a Director, you are an inspiring and results-oriented leader with exceptional executive presence and a proven ability to operate at the highest levels of client engagement. You possess a visionary outlook, coupled with the strategic acumen to translate complex business challenges into clear, actionable, and impactful strategies. You are adept at navigating ambiguity, influencing diverse stakeholders, and driving measurable outcomes. In addition to possessing superior analytical and problem-solving abilities, a track record of effective team leadership, and a commitment to firm building, you have: 

• A relevant Bachelor's degree (or equivalent practical experience); advanced degree preferred but not required. 

• 8+ years of progressive strategy or management consulting experience from a top-tier consulting firm or Big 4 environment

• Deep, proven expertise as a Senior Subject Matter Expert (SME) in Loyalty strategy, including program design, technology integration, customer retention, and personalization at scale. 

• Extensive experience leading large-scale CX and CRM transformation initiatives, with a comprehensive understanding of platforms (e.g., Salesforce, Adobe Experience Cloud, Braze) and their strategic application. 

• A demonstrated track record of successfully leading multiple complex engagements, managing client expectations, and consistently exceeding delivery objectives. 

• Proven ability to lead, develop, and mentor high-performing consulting teams, fostering individual growth and collective success. 

• Exceptional client relationship management skills, with a history of building and sustaining trusted advisor relationships with C-suite and executive-level clients. 

• Strong business development acumen, with a track record of identifying new opportunities, scoping projects, and contributing to significant revenue growth. 

• Outstanding executive-level communication (written, verbal, presentation) and negotiation skills, capable of influencing critical decisions. 

• Advanced proficiency in strategic frameworks, analytical tools, and executive presentation platforms. 

• A willingness and flexibility to undertake significant domestic and international travel to meet client and project demands. 

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences. 

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