Head of CRM & Loyalty Operations (Hybrid)

Swarovski Crystal; Zürich; Hybrid; CHF 150,000 - 230,000; Full time

Benefits offered by this job

Hybrid and flexible work options

Exclusive employee discounts on Swarov

Full coverage of accident insurance

Pension fund benefits

Subsidized public transportation or 1

Employee canteen with buffet

Learning and career development

Volunteer leave

Job summary

Swarovski seeks a Head of CRM Operations and Loyalty to lead a team responsible for customer data strategy, CRM operations, and the Swarovski Club Loyalty program. You will partner with IT, marketing, and customer experience to drive personalization and lifetime value.

You will own data integrity, oversee CRM platforms (Salesforce, Microsoft Dynamics), develop loyalty initiatives, set KPI dashboards, and lead a transition to a new CRM platform while aligning with cross-functional stakeholders.

Qualifications

• University degree in Mathematics, Engineering, Economics, HEC, or Marketing.
• 8-10 years in CRM, loyalty, or customer engagement roles in international or Swiss market.
• Proven leadership in cross-functional projects and stakeholder management.

Responsibilities

• Own data accuracy, integrity, and compliance across all CRM platforms.
• Oversee CRM system usage to support marketing, sales, and customer service.
• Develop and implement loyalty programs to boost retention and lifetime value.
• Define clientele strategy with Customer Experience to personalise interactions.
• Lead migration to a new CRM platform with IT and vendors.
• Establish and monitor loyalty KPIs with analytics teams.

Skills

CRM operations

Loyalty programs

Data-driven insights

Stakeholder management

Leadership

Education

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

Tools

Salesforce

Microsoft Dynamics

Customer Data Platform

Job description

Swarovski seeks a Head of CRM Operations and Loyalty to lead a team responsible for customer data strategy, CRM operations, and the Swarovski Club Loyalty program. You will partner with IT, marketing, and customer experience to drive personalization and lifetime value.

You will own data integrity, oversee CRM platforms (Salesforce, Microsoft Dynamics), develop loyalty initiatives, set KPI dashboards, and lead a transition to a new CRM platform while aligning with cross-functional stakeholders.