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.
Your Responsibilities:
* 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 processes.
About You
We are looking for a unique and amazing talent who brings along the following:
* A university degree in Mathematics, Engineering, Economics, HEC, or Marketing.
* 8-10 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 cross-functional collaboration.
* Strong project management abilities, with experience in leading complex, multi-stakeholder initiatives.
* Fluency in English.
About Us
Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.
Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories.