Principal – Retail Customer Engagement & Loyalty

Who you’ll be working with

Capgemini Invent is the global strategy and transformation consulting organisation of the Capgemini Group, specialising in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, our global team of over 4,000 talented individuals work with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organisational change.

The focus of your role

Capgemini Invent’s Customer Experience & Analytics practice delivers innovative customer-centric experiences and insight-led business excellence for our clients.  Our Customer Engagement team is growing and we are looking to recruit consultants who combine retail CRM & loyalty expertise and consulting skills to help our clients tailor and adapt their experience to the wants and needs of their customers through digital technology innovation and deliver real transformation.


You will have the opportunity to define, design and deliver customer propositions, engagement strategies that are enabled by digital marketing and ecommerce capabilities. Ultimately this will help deliver industry-leading customer experiences for our clients. You will help retailers seize new opportunities and realise value quicker by exploring new ideas, pushing the boundaries, testing-and-learning, not being afraid to fail (quickly) and critically being able to rapidly scale and integrate successes for true competitive advantage. You’ll be involved in innovating and delivering across CRM, loyalty marketing and Omni channels operations and technologies for retail clients.

What you’ll do

Inspiring clients on how to optimise their customer value propositions across all channels, as well as implementing and maximising the value of single view of customers, and understand how this can drive true customer loyalty.  Demonstrating a vision for the future of customer engagement & loyalty and how to meet the needs of the digital, connected customer, you’ll help clients to develop propositions which will deliver this vision. You’ll use your understanding of how customer data can be used to optimise all aspects of a retailer business and of the challenges of acquiring and maintaining this data.


Acting as an advisor to deliver and embed multi-channel direct marketing processes and technologies which enable CRM & Loyalty, and helping our clients through defining customer strategy and customer experience across all channels. You’ll have a personal business development target of £1.5m per annum of consulting business.


You’ll be working closely with technology delivery partners on behalf of our clients, bridging the gap between business and technology to delivery great, digitally-enabled customer experiences.


Finally, you’ll work with and be part of our Global Consumer Products and Retail team to identify and shape opportunities in the marketplace, leveraging our global expertise and access the teams that will help you deliver outcomes for Capgemini Invent as well as our clients. In your role you will also support the global team to continue to develop thought leadership and assets that will help Capgemini establish a firm role in the industry.

What you’ll bring

Passionate about developing differentiated cross-channel customer experiences for our clients, you will bring experience of delivering and/or using single view of customers and one or more multi-channel CRM & marketing suites. You will shape and implement these engagement strategies, informed by relevant customer journeys for customer segments / personas our clients will target. An understanding of the technology solutions will be preferable to help our clients build these capabilities: e.g. Salesforce, Oracle, SAP, IBM (Unica). You will have a good knowledge of the retail sector and how customer engagements will impact other parts of the retail business, especially customer services, marketing and stores.







You will have experience of one or more of the following that you may have gathered outside the retail industry: managing or defining direct marketing communications (email, push), loyalty schemes, CRM/customer engagement/customer experience/customer service, customer growth, activation and reactivation initiatives.


Your business consulting and project work is likely to include some of the following:

  • customer journeys
  • operating model design
  • business requirements and process mapping
  • change management
  • delivery of digital technologies initiatives


Personal attributes

To be successful you’ll be highly motivated and versatile with the ability to adapt your skills, attitude and behaviours to work with ambiguity and in areas that are not part of your core skills. You’ll bring energy and passion to your work and be focused on outcomes at all levels in the client organisation.


You’ll need to be credible, with the gravitas to engage effectively with C-level / CXOs on a peer to peer basis.  You’ll enjoy managing a team, providing direction and helping others to develop.  In fact, you’ll thrive in this environment.   You’ll demonstrate consulting professionalism and flexibility – you’ll be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity.


You’ll be culturally sensitive to the different styles’ and demands that global organisations will pose and you will leverage your emotional intelligence to navigate complex global matrix organisations.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.


Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients.  We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.


In order to commence a role with Capgemini UK plc you will be required to provide documentary proof prior to joining the Company that you are entitled to live and work in the UK.



Posted on:

November 3, 2018

Experience level:


Education level:

Bachelor's degree or equivalent

Contract type:




Business units:



Capgemini Consulting


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