Senior Customer Strategist

| Austin, TX
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The global Senior Customer Strategist role will report to the global Senior Team Leader, Promotions & Capabilities. This person will play a critical role in the development, coordination, and execution of our personalized marketing strategies, capabilities, and content to support key category or promotional initiatives for Whole Foods Market and deliver on business priorities. This is a multi-faceted job that requires a broad range of skills, but it provides the exciting opportunity to support and execute new, beneficial products and features for our customers.

The Senior Customer Strategist will own elements of Personalization, Targeted Offers, and Versioned Promotional Marketing and support the business teams that leverage them. Ideal candidates will think big and have a strong bias for action, while earning trust through their desire to learn and be curious, invent and simplify, dive deep, insist on highest standards and work back from the customer. It will also be important to be operationally strong – managing many relationships, dependencies, and timelines across many teams.

The individual will act as strategic owner for designated personalized or targeted category or promotion programs, initiatives, and projects, and will help lead efforts to define and streamline our processes, planning, and execution of personalized marketing to achieve customer and business results, including supporting the process and coordination of content creation, cross-channel strategy, creative timing, etc. They will recommend and build business cases to support the prioritization of new projects and strategies to drive program results. Drives business operational cadence for assigned programs and projects, including regular program reviews. Develops annual plans for assigned programs and projects, including financial targets, and required investment. The role serves as a key partner who will lead cross functional work with Digital Product, Enterprise Analytics, Channel teams, Merchant teams, and Creative.

Responsibilities:

  • Partnering with our Digital Product team to translate business considerations to tech requirements and ensure consistency in our approach across our digital platforms
  • Partnering with Enterprise Analytics to build out a foundation for integration of customer data modeling into our planning, with focus on continuous optimization
  • Supporting the Channel teams through integration of channel considerations into the upstream planning as customer strategic intent is included in program strategy; ensuring business priorities are being marketed across customer groups
  • Leading support for merchant teams by developing guidance on customer considerations and targeting and to evolve the mindset from 1: all to 1: some
  • Supporting the Creative teams by assisting the evaluation of process and needed resources

Skills:

  • Strong understanding of promotions, value perception, and retail strategy, planning, and execution
  • Strong analytical skills with a knack for interpreting trends and data and making informed decisions
  • Leads and facilitates discussions, debates and decision-making process with cross-functional partners and senior leadership
  • Excellent interpersonal communication skills and levels of tact, diplomacy, and confidentiality
  • Communicates structured information in a clear, concise, and organized fashion
  • Collaborates with others to achieve objectives and ensure information flow.
  • Able to effectively present information and respond to questions in both one-on-one situations and group meetings
  • Able to communicate effectively with senior leaders and stakeholders
  • Participates in and provides senior-level support to team and cross-functional program stakeholders
  • Impacts overall team effectiveness
  • May provide informal support to less experienced Team Members
  • Ability to oversee and advise on project management issues and assist with overcoming barriers
  • Ability to keep multiple projects on track, strategically and in accordance with stakeholder deadlines
  • Understands customer, market, and industry trends and emerging challenges

Candidate qualifications:

  • BA/BS degree and 4-6 years of experience OR equivalent combination of education and experience with strong analytical and data-driven track record
  • Strong program or product management skills, with demonstrated success delivering results on programs with multiple stakeholders
  • Passionate individual who will bring enthusiasm and energy to the team. A self-starter and self-motivator to proactively deliver value to the teams and to our business
  • Strong interpersonal skills, a clear communicator and strong cross-functional coordination skills
  • Drives for results with a sense of urgency and bias for action
  • Strong analytical skills and able to effectively work closely with and leverage our promo analytics functionality
  • Strategic mindset to think outside the box and challenge the status quo
  • Organized and detail-oriented to ensure successful execution of promotional plans
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