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.
• Oversee campaign execution on digital communication channels (email, push notifications, etc.).
• 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.