Role Profile:

As a Customer Strategy Analyst, you will be part of the Customer Strategy & Insights team and you’ll be joining 
a team that’s not just reporting on performance but shaping the future of retail in MENA.

You will have a front row seat to develop and deliver customer strategies for millions of shoppers across multiple 
brands and markets. You won’t just work on one brand – you’ll influence many, partnerning with senior leaders to 
drive transformation, innovation and measurable growth.

You’ll assist in collecting customer insights, organizing data, coordinating strategic projects, and preparing 
presentations that inform decision-making across the business. This is an excellent opportunity to move from 
‘consulting on’ strategy to owning and delivering it within one of the region’s largest, most dynamic retail groups, 
whilst building skills in customer strategy, retail, and experience design.

1. Shape Multi-Brand Customer Strategies

• Work with the Customer Strategy Manager to develop and execute brand-level strategies that impact multiple 
global brands across fashion, beauty, home and F&B.
• Gather data and conduct desk research e.g. market insights, competitive intelligence and customer. research 
to prepare strategic presentations and influence brand plans, marketing strategies and in-store experiences.
• Help maintain project trackers and timelines to ensure smooth delivery and follow-ups.
• Help shape the tools, processes and frameworks our team uses to influence customer strategy decisions at brand and group level

2. Customer Journey & Experience Mapping

• Help document, analyze and visualize end to end customer journeys using tools like PowerPoint or Miro.
• Organize feedback from surveys, social listening, and store teams to capture customer pain points and identify 
opportunities that surprise, delight, and retain customers.
• Define actionable initiatives and sequence onto a transformation roadmap that drive loyalty, advocacy and 
growth.
• Support customer research efforts by helping prepare questionnaires, discussion guides, and summary reports.

3. Loyalty & CRM Support

• Assist in pulling reports and summarizing performance metrics from loyalty or CRM campaigns.
• Help organize and track customer engagement initiatives by brand or customer segment. Coordinate with the loyalty team to ensure campaign plans and calendars are updated and aligned with strategy.

4. Data & Insights Organization

• Work with analytics teams to compile customer data (e.g., footfall, repeat rate, retention, NPS) and present 
findings in simple, visual stories that inspire action.
• Bring the voice of customer into leadership conversations, ensuring strategies that grounded in real customer 
needs. 
• Maintain slide libraries, templates, and knowledge files to support the team’s delivery needs.
• Assist in developing dashboards, charts, and reports that communicate customer trends.

5. Administrative & Team Coordination

• Schedule and help prepare materials for cross-functional workshops, meetings, and brainstorming sessions.
• Work cross functionally with Marketing, CRM, Digital and Operations to embed customer first thinking into 
brand activations
• Support the team in maintaining shared folders, project documentation, and brand-specific strategy files.
• Help with internal communications and presentations to update stakeholders on customer-related projects
• Contribute to a culture of curiosity, collaboration and continuous improvement