Role Profile:
At Alshaya Group, we operate some of the world’s most iconic retail and F&B brands – from Starbucks, H&M and
Victoria Secret to The Cheesecake Factory and Pattern Barn – across more than 4,000 stores in MENA.
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.
This role will be reporting directly to a Customer Strategy Manager sitting in the UAE.
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
Technical Skills:
- Strong organizational skills and attention to detail.
- Eagerness to learn about customer strategy, loyalty, and experience design.
- Ability to work independently but also follow structures from a line manager in a different market
- Good communication and time management skills.
- Comfort with PowerPoint, Excel, and digital collaboration tools.
- Customer-centric mindset
- Strong analytical skills, including customer data interpretation
- Excellent storytelling and communication abilities.
Soft Skills:
- Analytical Thinking: Critical thinking, problem-solving
- Communication: Data storytelling and presentation
- Collaboration: Cross-functional teamwork, influencing skills
- Attention to Detail: Accuracy, thoroughness
- Adaptability: Flexibility, handling ambiguity
- Curiosity: Inquisitiveness, passion for learning
- Time Management: Prioritization, multitasking
- Problem-Solving: Solution-oriented, decision-making
Academic Background & Experience:
- Bachelor’s degree in Engineering, Business, Economics or related field.
- 3-5 years in management consulting (strategy or customer-focused), or in-house Strategy.
- Proven experience developing or implementing customer strategies across multiple brands or markets.