Strategy Consulting Manager

Would you like to lead high-impact customer loyalty and retention strategies for our global top-tier clients and drive significant business transformation by cultivating lasting relationships and maximizing customer lifetime value? Are you a highly motivated, business-savvy professional ready to leverage your extensive strategy consulting experience to tackle complex challenges related to building enduring customer engagement and advocacy? Then you might be just the Strategy Consulting Manager 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 and loyal relationships between consumers and brands, fostering long-term retention and maximizing customer lifetime value, we are seeking an experienced Strategy Consulting Manager to join our highly engaged, skilled, and expanding Customer & Business Strategy Consulting team. 

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. We are a leader within our field and are a transformation partner for some of the most admired brands in the world, helping them build stronger, more loyal relationships with their customers. 

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. 

With your advanced reasoning skills, you can interpret extensive and ambiguous information, navigating multiple abstract and concrete variables to form robust strategies that foster customer devotion. You excel at building and managing high-level stakeholder relationships, and in addition, 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. 

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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