Strategy and Operations Lead, Personalization

Optomi, in partnership with a leading organization focused on customer experience and digital transformation, is seeking a Strategy & Operations Lead, Personalization to lead the development and execution of enterprise-wide personalization initiatives.

This role sits at the intersection of strategy, analytics, customer experience, and operations. The ideal candidate is a strategic thinker with strong analytical capabilities who can translate customer insights into scalable personalization programs that drive measurable business outcomes. You will collaborate across Digital, Marketing, Product, Technology, and Analytics teams to create personalized experiences that enhance customer engagement, loyalty, and conversion.

What the right candidate will enjoy:

This is an opportunity to influence the future of customer experience by building and scaling personalization capabilities across multiple channels and touchpoints.

Responsibilities of the right candidate:

Personalization Strategy & Execution

• Develop and execute a comprehensive personalization roadmap aligned with business objectives and customer experience goals.
• Design and scale personalization strategies across digital and omnichannel customer experiences.
• Establish frameworks, processes, and governance models to enable efficient deployment of personalization initiatives.
• Identify opportunities to enhance customer engagement, conversion, retention, and lifetime value through personalized experiences.
• Continuously assess and optimize personalization programs based on performance, customer behavior, and market trends.

Analytics, Insights & Performance Optimization

• Analyze customer, behavioral, and campaign data to uncover actionable insights, trends, and growth opportunities.
• Define and monitor KPIs that measure the effectiveness and business impact of personalization initiatives.
• Develop executive-level dashboards, reports, and presentations that communicate performance, opportunities, and strategic recommendations.
• Leverage data-driven insights to prioritize initiatives, optimize customer journeys, and improve business outcomes.
• Partner with analytics teams to establish testing strategies, measurement frameworks, and experimentation roadmaps.

Cross-Functional Leadership

• Serve as a key liaison between Marketing, Product, Digital, Technology, Analytics, and Customer Experience teams.
• Lead cross-functional initiatives that improve personalization capabilities and customer journey orchestration.
• Facilitate strategic planning sessions and align stakeholders around personalization priorities and execution plans.
• Build strong partnerships across the organization to ensure successful implementation and adoption of personalization strategies.
• Drive operational excellence by identifying process improvements and scalable ways of working.

Experience of the right candidate:

• Bachelor's degree in Business, Marketing, Analytics, Economics, or a related field.
• 5–7+ years of experience in strategy, operations, digital marketing, e-commerce, consulting, customer experience, or personalization-focused roles.
• Demonstrated success developing and executing personalization, customer engagement, or digital experience strategies.
• Strong analytical skills with the ability to translate complex data into actionable business recommendations.
• Experience using analytics platforms such as Google Analytics, Adobe Analytics, or similar tools.
• Excellent project management and stakeholder management skills.
• Exceptional communication and presentation abilities, including experience presenting insights and recommendations to senior leadership.
• Proven ability to manage multiple initiatives in a fast-paced, cross-functional environment.

Preferred Qualifications

• MBA or advanced degree in Business, Marketing, Analytics, or a related discipline.
• Experience with personalization platforms, customer data platforms (CDPs), marketing automation tools, or customer journey orchestration technologies.
• Knowledge of CRM ecosystems and customer lifecycle management strategies.
• Experience with experimentation, A/B testing, and optimization methodologies.
• Familiarity with AI, machine learning, predictive modeling, and emerging customer experience technologies.