Global Digital Customer Experience Project Leader

Vor 4 Tagen

Bern, Schweiz LHH Vollzeit

Our client is a worldwide recognizable brand.

We are looking for a strategic and hands-on professional to lead the development and execution of a global customer loyalty initiative. This role is central to creating lasting customer relationships and enhancing the brand experience at every digital and physical touchpoint.

As the Digital Customer Engagement & Loyalty Program Lead, you will act as a key partner in driving retention, shaping omnichannel experiences, and supporting the brand’s digital evolution. You will work closely with teams across marketing, retail, e-commerce, and IT, both at the global and local levels.

**Key Responsibilities**
- Lead the implementation and continuous improvement of the global loyalty program across platforms and channels.
- Ensure seamless integration and execution of loyalty activities across retail, e-commerce, CRM, and social platforms.
- Manage the day-to-day operations of loyalty initiatives, ensuring consistency and efficiency within a Salesforce environment.
- Create innovative retention strategies and personalized content to drive engagement and customer lifetime value.
- Design and execute customer journeys using insights from customer behavior, feedback, and interaction data.
- Identify opportunities to optimize the customer experience and resolve friction points in collaboration with cross-functional stakeholders.
- Monitor performance metrics and generate strategic reports and recommendations for improvement.
- Stay current on industry best practices and emerging trends in loyalty and customer experience.

**Your Background**
- University degree in Digital Marketing, Communications, or a related field.
- At least 5 years of experience in loyalty/CRM program management and customer experience, ideally within consumer goods, hospitality, cosmetics, or retail.
- Proven ability to lead cross-departmental projects involving IT, Retail, and Marketing stakeholders.
- Comfortable working in both strategic and operational capacities, with a strong sense of ownership.
- Advanced knowledge of Salesforce and common CRM, campaign, and analytics tools.
- Strong content and data acumen; able to use insights to shape engaging communication strategies.
- Fluent in English; other languages are a plus.

**Soft Skills**
- Collaborative and positive mindset, with a proactive approach to problem-solving.
- Able to thrive in dynamic environments and manage several projects simultaneously.
- Excellent organizational, communication, and interpersonal skills.
- Detail-oriented, with strong follow-through and a focus on continuous improvement.

LI-Hybrid

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