Head of CRM & Loyalty — Hybrid, Data-Driven Growth

Swarovski Group; Zürich; Hybrid; CHF 150,000 - 210,000; Full time

Benefits offered by this job

Learning & development

Employee assistance program

Hybrid work options

Volunteering leave

Employee discounts

Accident insurance coverage

Pension plan

Public transport subsidy or parking

Employee canteen

Job summary

Swarovski is seeking a Head of CRM Operations and Loyalty to lead customer data strategy, CRM operations, and loyalty programs. You will shape personalization and retention, collaborating with IT, marketing, and customer experience to elevate interactions and lifetime value.

The role requires extensive CRM leadership, experience with major platforms, and a strategic, hands-on mindset to drive cross-functional success across a Swiss market presence.

Qualifications

• 8-10 years of CRM, loyalty programs, or customer engagement experience.
• Experience with Salesforce or Microsoft Dynamics and Customer Data Platforms.
• Strong analytical mindset to derive actionable insights from customer metrics.
• Proven leadership and cross‑functional collaboration.
• Fluency in English.
• Strategic yet hands-on approach with a data-driven mindset.

Responsibilities

• Own and govern data accuracy, integrity, and compliance across all CRM platforms.
• Oversee CRM system usage to support marketing, sales, and customer service, driving automation and personalization.
• Develop and implement loyalty programs to boost retention and lifetime value.
• Define clientele strategy with the Customer Experience team for personalized interactions.
• Lead the transition to a new CRM platform with IT, vendors and stakeholders for seamless integration.
• Establish and monitor loyalty KPIs with analytics teams to optimize program performance.
• Act as a thought leader in CRM and loyalty, staying ahead of industry trends.

Skills

CRM strategy

Stakeholder management

Leadership

Analytical mindset

Project management

English fluency

Education

University degree in Mathematics, Engineering, Economics, HEC, or Marketing

Tools

Salesforce

Microsoft Dynamics

Customer Data Platform

Job description

Swarovski is seeking a Head of CRM Operations and Loyalty to lead customer data strategy, CRM operations, and loyalty programs. You will shape personalization and retention, collaborating with IT, marketing, and customer experience to elevate interactions and lifetime value.

The role requires extensive CRM leadership, experience with major platforms, and a strategic, hands-on mindset to drive cross-functional success across a Swiss market presence.