The Principal, Prime Customer Strategy is a critical role accountable for understanding customer migration across engagement segmentations and cross-channel shopping in order to lead development of strategies to drive customer retention both online and in store and throughout key moments in the customer journey. This role is a thought-leadership and individual contributor position that may evolve over time to include direct reports focused on growing and supporting these aspects of the business. This role reports into the Executive Leader, Prime Benefits & Supplier Marketing.

Critical skills needed to be successful in this role:

• Leadership – Proven ability to lead and inspire both direct reports and cross-functional stakeholders.
• Customer Obsession – Full understanding of WFM customer behavior and ability to turn deep data into actionable and strategic vision and plans.
• Principled Collaboration – able to look for the win-win (Amazon/WFM), but also not afraid to say no when it doesn’t meet established principles or isn’t in the best interest of the WFM Brand, Customer or Team Member.
• Cross-Functional Orchestration – Plays a critical role of centralized orchestration, facilitation and strategy leadership across departments and teams including Amazon, Technology team, Promotions team, Category Merchant & Marketing teams, Channel Marketing team, Enterprise Analytics team, E-commerce team, Customer Insights team, and others.
• Systems thinker – sees the connection to the greater WFM business, customer, and the Amazon business.
• Business management – develops and maintains the Prime program budget and business reporting.

Responsibilities:

• Leads all business aspects of Prime customer strategy at WFM including leveraging data and insights to strategize acquisition and engagement strategies and program enhancements to increase customer value and program ROI on these top initiatives.
• Keeps pulse on the health of Prime customer topline funnel and is responsible for the development of the ongoing test-and-learn approach that will fuel customer behavior optimization and one-to-some customer engagement to drive incrementality to the bottom line.
• Identifies and prioritizes new initiatives and drive alignment across finance, technology, operations, and business teams to achieve our goals. Ensure we have strong business case documentation including partnering with finance and enterprise analytics on ROI analyses, and driving to insights-driven recommendations.
• Plays critical role in centralized orchestration across marketing, operations, merchandising, and other stakeholders and leaders regarding customer trends, Amazon business strategy, enhanced customer identification technology, retention and habituation methods, and techniques.
• Drives functional efforts to enhance WFM capabilities and adapt / apply leading edge methods, partnerships, and technologies.
• Monitors overall program and customer progress and status, identifying areas of success, challenges, and issues.
• Identifies new business and program opportunities to deliver on total business and channel priorities; drives definition, approval and prioritization of these customer-centric and Amazon/Prime initiatives.
• Develops key performance metrics, goals and reporting expectations to measure team success and identify opportunities; regularly crafts reports and updates to be distributed to senior leadership. Oversees and runs key parts of the business operational cadence including weekly business reviews, monthly/quarterly business reviews, and program reviews.
• Leads and facilitates complex discussions, debates and decision-making with executive leadership.
• Ensures planning incorporates data and information from consumer and company perspectives and proven ability to craft actionable, creative and data driven strategies.
• Demonstrates clear understanding of WFM’s core business and customer/market/partner interfaces, and understands how changes in customer expectations, the competition, new business, new markets, and evolving strategies impact the company’s competitive position.
• Leads any necessary TM on-boarding, training and development and performance to effectively lead/coach TMs who are strong contributors to the WFM business.

Education and Experience:

• BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and relevant experience.
• MBA preferred.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.