#ACN GN - SONG - MT- Retail - Senior Manager

#ACN GN - SONG - MT- Retail - Senior Manager

Job Title: Retail - Senior Manager | I&P Global Network Song Practice
Management Level: 6 - Senior Manager
Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must Have Skills: Retail & Consumer Industry Consulting, Customer Experience (CX) and Commerce Transformation, Digital Commerce & Omnichannel Strategy, Loyalty, Personalization & Customer Engagement, Analytics & AI for Growth, Marketing, Personalization & Customer Engagement, Business Transformation & Operating Model Design, Program & Change Management.

Industry Consulting Experience (Required)

The ideal candidate will bring deep consulting and transformation experience within

one or more of the following industries:

• Luxury Retail
• Grocery & Food Retail
• E-Commerce & Marketplace
• Quick commerce & On-Demand Delivery Ecosystems
• Fashion & Apparel Retail

Candidates should demonstrate experience leading strategy, customer experience, commerce, marketing, digital, data, or AI transformation initiatives within these sectors.

Job Summary:
We are seeking an experienced Retail Transformation Senior Manager with 12+ years of consulting and industry experience to lead customer-centric transformation programs across Luxury Retail, Grocery Retail, E-Commerce, and Quick Commerce organizations.

As a Senior Manager, you will advise C-suite stakeholders and lead large-scale transformation programs that help Luxury Retail, Grocery, E-Commerce, and Quick Commerce organizations reimagine customer acquisition, engagement, loyalty, and commerce through digital innovation, data-driven decision-making, and AI-powered experiences. Operating at the intersection of business strategy, customer experience, marketing, commerce, and technology, you will shape growth strategies and deliver measurable business outcomes across the customer lifecycle, enabling sustainable growth and competitive advantage.

Roles & Responsibilities:

• Lead end-to-end retail transformation initiatives focused on customer growth, commerce, loyalty, personalization, and experience transformation.
• Advise executive stakeholders on growth strategies, customer engagement models, omnichannel commerce, loyalty modernization, and AI-enabled customer experiences.
• Assess current-state customer and commerce capabilities and define future-state operating models, capability roadmaps, and transformation priorities.
• Design customer-centric strategies spanning acquisition, retention, loyalty, personalization, customer lifetime value, and digital engagement.
• Drive omnichannel commerce transformation across physical stores, marketplaces, direct-to-consumer channels, mobile commerce, social commerce, and quick commerce ecosystems.
• Lead implementation and adoption of customer data, analytics, AI, personalization, and customer engagement solutions to improve customer outcomes and business performance.
• Partner with cross-functional teams across marketing, commerce, digital, technology, analytics, store operations, and customer service to deliver transformation outcomes.
• Establish governance structures, KPI frameworks, and value realization mechanisms to ensure measurable business impact.
• Build and mentor high-performing consulting teams while driving capability development across Retail, Commerce, Experience, and AI-led transformation domains.
• Support business development through solution creation, thought leadership, strategic pursuits, executive presentations, and client relationship management.

Professional & Technical Skills:

• Deep expertise in customer experience transformation, digital commerce, loyalty, personalization, and customer engagement strategies.
• Strong understanding of modern retail growth drivers across Luxury Retail, Grocery Retail, E-Commerce, and Quick Commerce sectors.
• Experience designing and implementing omnichannel customer journeys across digital and physical touchpoints.
• Expertise in customer data platforms, loyalty platforms, CRM, digital commerce ecosystems, customer analytics, and personalization technologies.
• Experience leveraging advanced analytics, AI, and Generative AI to improve customer acquisition, loyalty, conversion, retention, basket growth, and customer lifetime value.
• Ability to design operating models and transformation roadmaps that align business, customer, technology, and data objectives.
• Proven track record of leading large-scale transformation programs with executive stakeholder engagement and measurable value realization.
• Strong consulting, problem-solving, communication, and stakeholder management capabilities.

Additional Information:

• Proven consulting and transformation experience (12+ years) supporting leading Luxury Retail, Grocery Retail, E-Commerce, Marketplace, and Quick Commerce organizations.
• Demonstrated experience delivering customer growth, loyalty, commerce transformation, personalization, and digital experience programs.
• Experience advising C-suite stakeholders on customer growth, digital commerce, loyalty, customer experience, marketing transformation, and AI-enabled retail innovation.
• Demonstrated track record of delivering strategy, operating model, capability assessment, business transformation, and technology-enabled transformation engagements within the retail industry.
• Strong understanding of evolving consumer behaviors, omnichannel engagement models, digital commerce trends, and customer expectations across modern retail ecosystems.
• Excellent executive communication, client relationship management, and consulting skills.
• Ability to lead global, cross-functional teams and drive large-scale business transformation initiatives.
• Experience working within consulting, professional services, or strategic advisory environments is strongly preferred.

Preferred Platform Exposure:

• Adobe Experience Cloud (Magento, AEP, RTCDP, AJO, CJA, AA, AEM, Target, Gen Studio)
• Salesforce Commerce Cloud
• Salesforce Marketing Cloud
• Shopify Plus
• Customer Data Platforms (CDP)
• Loyalty & Rewards Platforms
• Personalization Platforms
• Google Analytics and Digital Analytics Platforms
• GenAI and AI-enabled Customer Experience Solutions

About Our Company | Accenture