Head of CRM Operations and Loyalty

SWAROVSKI; Zürich; Vor Ort; CHF 80’000 - 120’000; Vollzeit

Zusammenfassung

An established industry player is seeking a Head of CRM Operations and Loyalty to drive customer engagement and loyalty strategies. In this dynamic role, you will lead a talented team, overseeing the execution of high-impact loyalty programs and ensuring seamless CRM operations. Collaborating with cross-functional teams, you will enhance customer interactions and lifetime value through innovative data management practices. This is an exciting opportunity to shape the future of customer relationships in a globally recognized brand known for its commitment to quality and sustainability. Join us and make a significant impact in a vibrant work environment.

Leistungen

Swarovski products discounts

Full coverage of accident insurance

Attractive pension fund conditions

Well-being offers available on-site

Employee canteen with buffet

Qualifikationen

• 8-10 years of experience in CRM and loyalty programs.
• Strong analytical mindset to derive insights from customer data.

Aufgaben

• Lead customer data strategy and CRM operations.
• Develop innovative loyalty programs to enhance customer retention.

Kenntnisse

CRM Management

Data Analysis

Leadership

Stakeholder Management

Project Management

Customer Engagement

Personalization Strategies

Ausbildung

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

Tools

Salesforce

Microsoft Dynamics

Customer Data Platforms (CDP)

Jobbeschreibung

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. We’re 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 high-impact loyalty programs, ensuring seamless CRM operations, and driving personalization strategies. Partnering with cross-functional teams across IT, marketing, and customer experience, you will have the opportunity to create best-in-class 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 processes, establish and monitor key loyalty KPIs, and work 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.
• 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.
• A strategic yet hands-on approach, with a passion for creating outstanding customer experiences and a data-driven mindset.

What We Offer

You can expect a range of benefits, including:

• Swarovski products discounts.
• Full coverage of accident insurance.
• Attractive pension fund conditions.
• Well-being offers available on-site.
• Employee canteen with buffet.

Masters of Light Since 1895

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. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 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 Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, 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.