Head of Customer Engagement

At Swarovski, where innovation meets inspiration, our people desire to explore, experience and create. We are looking for a Head of Customer Engagement & Retention (CRM), 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’s responsibility is to develop, implement and run Customer Loyalty, Clienteling & E-mailing strategies related to maximizing our Brand Customer Engagement and Retention, and boosting Commercial Success with various CRM activities.

About the job- Plan, manage and deliver Omnichannel Customer Engagement & Retention marketing campaigns via CRM tools & programs- Drive Loyalty programs communication according to the brand strategy- Drive forward Clienteling program and coordinate implementation across all relevant parts of the organization-
- Develop a segmentation-based lifecycle management of Customer Base & actively steer through marketing communication and Clienteling activities- Responsible to develop, implement and run Customer Centric CRM Business Cases to maximize on brand Customer Engagement and Retention as well as Commercial Success- Monitor the performance of the CRM and omnichannel KPIs, data collection accuracy, produce in depth analysis and drive fact-based decision making- Ensure return on investment through KPI’s and performance metrics- Strategically collaborate with cross-functional teams to build on-going value through loyalty programs and personalized communication- Identify industry trends and opportunities for innovation and optimization, and evaluate/integrate new CRM technologies and CRM communication channels

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, workflows, software, etc.)- Proven experience of managing Loyalty & Clienteling programs- Able to understand Customer lifecycle management programs and develop activities to maximize customer loyalty- Strong understanding of customer segmentation data driven approaches- 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- Able to demonstrate lateral leadership, confidence, resilience and professionalism in a matrix organization

About 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.

LI-Hybrid