Head of Clv Management, Loyalty
vor 17 Stunden
At Swarovski, where innovation meets inspiration, our people desire to explore, experience and create. We are looking for a Head of Customer Management, Loyalty & Clienteling where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.
The job holder is Responsible to develop, implement and run Customer Lifetime Value strategies to maximize our Brand Customer Engagement and Retention, and to boost Commercial Success with various CLV activities. How will you make it possible? Igniting and maximize the value of each customer journey within our Brand.
About the job- Develop and drive customer Engagement & Retention strategy, planning, optimization, and measurement.- Ensure the CRM is customer-focused, omnichannel and working to maximize customer value through enhanced customer experiences- Manage globally loyalty program strategy and implementation- Drive forward Clienteling program and coordinate implementation across all relevant parts of the organization- Identify industry trends and opportunities for innovation and optimization, and evaluate/integrate new CRM technologies and CRM communication channels- Strategically collaborate with cross-functional teams to build on-going value through loyalty programs and personalized content- Create customer acquisition strategies and negotiate elevated acquisition partnership deals- Monitor the performance of the CRM and omnichannel KPIs, data collection accuracy, produce in depth analysis- Provide expertise and data driven leadership to define and implement client relationship initiatives that successfully build profitable, client loyalty across omni channel platforms- Develop CRM reporting & analysis and drive fact-based decision making- Collect best practices, ideas and issues and share them within all teams- Plan, manage and deliver Omnichannel CRM marketing campaigns- Ensure return on investment through KPI’s and performance metrics
About you
We are looking for a unique and amazing talent, who brings along the following:
- 7-10+ years of experience in a similar role within a retail international company- A strong understanding of retail and/or fashion industry required- Technical knowledge (equipment, work flows, software, etc.)- Management experience including experience influencing leadership, cross-functional teams, and people who aren't reporting directly to you- Commercial awareness and strong business acumen- A strong understanding and background in marketing communication principals- Experience in translating customer needs into product focus areas and requirements- Talent for managing, coaching and developing a team- Able to demonstrate leadership, confidence, resilience and professionalismAbout Swarovski
We offer a rewarding, diverse and international place to work, a collaborative culture and a well-rounded benefit package. Below are some of what we currently offer:
- Workplace - we have an amazing HQ, and if that’s not attractive enough, we offer flexibility- Strong portfolio of development opportunities plus rewarding wellbeing and recreational initiatives amongst others
Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under law in the countries where we operate.
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