Head of CRM Operations and Loyalty
Head of CRM Operations and Loyalty
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1 Vacancy
Job Description
At Swarovski where innovation meets inspiration our people desire to explore experience and create. As a Head of CRM Operations and Loyalty 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. Were bold and inventive revealing astonishing things like no one else can. A world of wonder awaits you.
About the job
As our Head of CRM Operations & Loyalty you will lead a team responsible for customer data strategy business operations and for shaping the future of the Swarovski Club Loyalty. You will play a key role in defining and executing highimpact loyalty programs ensuring seamless CRM operations and driving personalization strategies. Partnering with crossfunctional teams across IT marketing and customer experience you will have the opportunity to create bestinclass customer interactions that enhance loyalty and lifetime value.
Your responsibilities include but are not limited to:
- Own and govern the accuracy integrity and compliance of customer data across all CRM platforms ensuring optimal data collection and management practices
- Oversee the effective use of CRM systems to support marketing sales and customer service teams driving automation segmentation and personalization
- Develop and implement innovative loyalty programs that increase retention and lifetime value
- Define and execute the clienteling strategy in collaboration with the Customer Experience team to enhance personalized interactions
- Lead the strategic transition to a new CRM platform collaborating with IT vendors and key stakeholders to ensure seamless integration with existing business process establish and monitor key loyalty KPIs working with analytics teams to track and optimize program performance based on customer insights
- Act as a thought leader in CRM and loyalty staying ahead of industry trends and bringing innovative approaches to customer relationship management
About you
We are looking for a unique and amazing talent who brings along the following:
- University degree in Mathematics Engineering Economics HEC or Marketing
- 810 years of experience in CRM loyalty programs or customer engagement roles within an international or Swiss market setting
- Proven expertise in leading CRM platforms (e.g. Salesforce Microsoft Dynamics) and experience with Customer Data Platforms (CDP is a plus)
- Strong analytical mindset with the ability to derive actionable insights from customer behavior and engagement metrics
- Exceptional leadership and stakeholder management skills with a track record of driving crossfunctional collaboration
- Strong project management abilities with experience in leading complex multistakeholder initiatives
- Fluency in English
- A strategic yet handson approach with a passion for creating outstanding customer experiences and a datadriven mindset
What we offer
You can expect a range of benefits including:
- Swarovski products discounts
- Full coverage of accident insurance
- Attractive pension fund conditions
- Wellbeing offers available onsite
- Employee canteen with buffet
Masters of Light Since 1895
Swarovski creates beautiful crystalbased products of impeccable quality and craftsmanship that bring joy and celebrate individuality.
Founded in 1895 in Austria the company designs manufactures and sells the worlds finest crystal gemstones Swarovski Created Diamonds and zirconia jewelry and accessories as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2400 stores and 6700 points of sales in around 140 countries and employs more than 18000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives) Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovskis heritage. Today this legacy is rooted in sustainability measures across the value chain with an emphasis on circular innovation championing diversity inclusion and selfexpression and in the philanthropic work of the Swarovski Foundation which supports charitable organizations bringing positive environmental and social impact.
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 based on 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 the law of the countries we operate in.
#LiHybrid
Required Experience:
Director
Employment Type
Full-Time
