Job Summary: Design and execute an integrated customer strategy to maximize customer value, define experiences, and manage engagement across various organizational areas. Key Responsibilities: 1. Design a 360° customer strategy and value propositions. 2. Collaborate with Data & Analytics for analytical models. 3. Promote the Customer agenda and govern cross-functional actions. **Job Description** ---------------------- Design the integrated customer strategy, driving initiatives that maximize customer value throughout their lifecycle. * Define and implement the 360° customer strategy, including segmentation, priority customer journeys, management model, value propositions, and incentives. * Design and monitor the engagement action plan, ensuring consistent execution in collaboration with Commercial, Marketing, and Operations teams. * Develop a measurement methodology to evaluate the effectiveness of engagement and loyalty initiatives, establishing KPIs and tracking dashboards. * Collaborate with the Data & Analytics team to identify requirements and determine necessary analytical models (e.g., CLV, churn, propensity, LRFM segmentation) supporting decision-making and action planning. * Integrate qualitative insights (interviews, online communities, focus groups, satisfaction studies) to complement the quantitative perspective and strengthen the value proposition. * Evaluate results and optimize actions, ensuring continuous improvement based on key performance indicators. * Manage the department’s budget and ensure cost-efficiency per management activity. * Promote the Customer agenda across the entire organization, acting as a Customer Ambassador and governing cross-functional actions. **Candidate Requirements** -------------------------- * Minimum 4 years of experience in Customer, CRM, Customer Experience, or Strategic Marketing roles. * Bachelor’s degree in Systems Engineering, Computer Science, Statistics, Marketing, or related fields. * Strategic, analytical, and results-oriented profile, with strong customer and business focus. * Experience with qualitative methodologies is desirable. * Solid knowledge of engagement and loyalty strategies. * Experience managing customer analytical models and lifecycle management. * Intermediate-level proficiency in GCP database management. * Intermediate-level Excel skills. * Knowledge of Statistics. This position is open to candidates with disabilities. **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need to: 1. Apply to the position. 2. Check your email. 3. Log in to Aira and respond to the requested questions and/or assessments. Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 90,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and comprise leading brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, Mallplaza, and Falabella.com. Each of these brands shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. At Grupo Falabella Perú, we foster an inclusive and diverse culture focused on equity and respect for different perspectives. This includes gender, religion, disability, LGBTQ+ identity, ethnicity, and diversity. Therefore, all our selection processes are conducted under this principle. If you are a Falabella employee, please review all available courses at the Falabella Academy, which will help you continue advancing your development and prepare for your next adventure with us!