Manager - Omnichannel Customer Strategy

Intuit's Assisted Commercialization organization is looking for a Manager of Omnichannel Business Strategy to help shape and deliver the next generation of our omnichannel go-to-market approach. In this role, you will translate high-level omnichannel strategy into concrete business plans, operating rhythms, and execution frameworks that drive measurable growth across customer stores, Expert Centers, and digitally assisted channels. A core focus of this role is building and scaling a referral‑driven growth engine, designing the systems, processes, and incentive structures that turn every customer interaction into an opportunity for organic growth. You will work at the intersection of strategy and operations, ensuring that big ideas become disciplined, repeatable execution that delivers results. Reporting to the Group Manager of Omnichannel Customer Strategy, you will partner with cross‑functional teams spanning sales, in‑store operations, programming, technology, and analytics. This is a hands‑on leadership role for someone who thrives on turning ambiguity into clarity and strategy into action. Responsibilities Business Strategy Translation: Convert omnichannel strategic priorities into detailed business plans with clear milestones, owners, timelines, and success metrics. Ensure alignment between strategy and day‑to‑day execution across all channels. Referral Strategy & Execution: Design, launch, and optimize a referral‑in‑mind framework that embeds referral capture and activation into every stage of the customer journey, from in‑store visits and Expert Center engagements to digital follow‑ups. Define referral KPIs and build the feedback loops to continuously improve performance. Go‑to‑Market Execution: Lead the planning and execution of omnichannel initiatives, including seasonal campaigns, new store or Expert Center launches, channel expansion pilots, and cross‑channel promotions. Own the execution playbook and ensure consistency across regions and channels. In‑Store & Expert Center Growth and Programming: Own the growth strategy and programming roadmap for in‑store and Expert Center locations. Lead the team responsible for developing, testing, and scaling customer‑facing programs, including seasonal activations, service offerings, and engagement campaigns, that drive foot traffic, conversion, and repeat visits. Ensure programming is grounded in customer insights, aligned with the broader omnichannel strategy, and tailored to local market dynamics. Customer & Market Insights: Synthesize customer feedback, competitive intelligence, and market trends to inform strategy refinement. Champion a customer‑obsessed approach in all planning and execution decisions. Stakeholder Reporting: Prepare clear, concise updates for Group Manager and Director‑level leadership, translating execution status and performance data into strategic narratives and recommendations. Qualifications Minimum Requirements: 7+ years of experience in business strategy, go‑to‑market execution, sales operations, or commercial strategy roles 2+ years of people management or direct team leadership experience Proven ability to take a strategic vision and build the operational plan to deliver it, with a bias toward action and measurable outcomes Strong analytical skills; comfortable building business cases, defining KPIs, and using data to drive decisions Excellent cross‑functional collaboration skills with a track record of influencing and aligning diverse stakeholders Experience designing or managing referral, demand generation, or customer acquisition programs Strong presentation and storytelling skills, ability to make complex operational topics accessible to senior leaders Comfort operating in ambiguous, fast‑changing environments where you are building the playbook as you go Bachelor's degree in Business, Marketing, Economics, or a related field Preferred Qualifications: Experience in financial services, tax preparation, SaaS, or technology industries Familiarity with omnichannel or multi‑channel commercial models, including retail/in‑store, contact center, and digital channels Experience with AI‑powered or technology‑enabled customer experiences #J-18808-Ljbffr Intuit Inc.