Senior Manager, Customer Strategy - Remote Job Listing at Harbor Freight Tools in Calabasas, CA (Job ID 1309667)

Description

The Senior Manager of Customer Strategy will be responsible for developing and executing strategies to build stronger relationships with our customers. This role focuses on leveraging customer insights to drive improvements in the overall customer & personalization experience across channels. The Senior Manager will collaborate closely with cross-functional teams, including the broader Marketing department as well as Merchandising and E-Commerce to align customer success strategies with business objectives.

Reporting to the Director of Personalization & Customer Strategy, the Senior Manager will focus on building stronger relationships with high-value customers, identifying growth opportunities, and reducing churn. The ideal candidate will bring a customer-centric mindset, strong analytical skills, and a proven ability to drive impactful initiatives that enhance customer loyalty and lifetime value. Success for this role will include helping Harbor Freight build strong, deeper relationships with our best customers, motivating more customers to become best customers, and attracting more new and reactivated customers.

This is a strategic role in a highly visible and growing area of investment for Harbor Freight.

Duties and Responsibilities

• Serve as the expert in exploring and aggregating customer data and insights, influencing key business decisions and strategies aimed at improving the customer experience and maximizing customer lifetime value.          
• Translate deep customer insights and segmentation into new, actionable strategies to inform our Personalization roadmap, customer journeys, and various testing efforts.
• Work closely with Marketing, E-Commerce and numerous other cross-functional teams to ensure customer success strategies are aligned with broader business goals and customer needs.   
• Identify opportunities to improve customer retention, reduce churn, and drive value for the business by applying actionable insights to enhance customer engagement and satisfaction.            
• Establish and prioritize Analytics and Modeling efforts in partnership with marketing analytics & AI/data science teams to support customer success and personalization initiatives, ensuring data-driven decisions are at the core of all strategies.          
• Lead regular meetings to deepen customer knowledge across the organization & levels, ensuring discussions focus on actionable outcomes that drive customer success.      
• Partner with stakeholders across various business units to identify data gaps, customer pain points, and opportunities to enhance the customer experience across channels.     
• Work closely with Marketing and E-Commerce teams to integrate customer-centric journeys and initiatives into daily operations and campaigns, ensuring consistent messaging and customer experiences.             
• Build and deliver presentations for senior leadership and stakeholders, clearly communicating customer success strategies, insights, results and progress toward business goals. Ensure that presentations are visually compelling and data-driven.            

• Staff supervision and development:  No
• Decision making:  Drives and coordinates approvals for customer strategy development and resolves problems; provides data for decision support; provides consultation or expert advice; participates in planning customer objectives
• Travel:  Up to 10%
• Flex Designation:  Remote from anywhere within the continental U.S.

• Bachelors' Degree, preferably with a Business major or related field
• MBA strongly preferred

• 8+ years of relevant experience required in a related field
• 2+ years of Management consulting and/or Strategy required
• 2+ years of Project Management experience required with skill necessary to drive multiple, complex initiatives in parallel
• Marketing experience preferred

• Ability to deal with ambiguity, think creatively, and continuously generate new ideas and process improvements.
• Strong critical thinking skills with the ability to identify solutions and drive innovation.
• Results-focused with a proven ability to execute and carry out both strategic and operational plans effectively.
• Strong analytical skills and a passion for making data-driven decisions to inform strategy and improve outcomes.
• Skilled in managing multiple projects, meeting deadlines, and ensuring high-quality outcomes.
• Excellent influential leadership, planning and execution skills.
• Ability to develop and maintain strong internal and external relationships, fostering collaboration, support & influence.
• Self-starter who can take limited direction and independently lead projects to successful completion.
• Excellent written and verbal communication skills, including ability to clearly synthesize & convey complex information through compelling presentation decks & storylines to diverse audiences.
• Strong knowledge of Microsoft Office Suite (Excel, PowerPoint, Word), and comfort with various tools for data analysis and reporting.

• Stand, walk, sit for extended periods of time.
• Speak and listen to others in person and over the phone and video conferencing.
• Use keyboard and read from computer screen and reports.
• The ability to lift up to 15 lbs.

• Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.