Head of CRM Operations and Loyalty

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

At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you. We are looking for a Head of CRM Operations and Loyalty to lead a team responsible for customer data strategy, business operations and for shaping the future of the Swarovski Club Loyalty This is your chance to 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.

About the job

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 clientele 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, working 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
• 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:

• Learning and career development programs to help you grow
• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters
• Hybrid and flexible work options to support your work‑life balance
• Paid volunteering leave to support causes that matter to you
• Exclusive employee discounts on Swarovski products
• Full coverage of accident insurance
• Attractive pension fund conditions
• Subsidized public transportation or free parking
• Employee canteen with buffet

About Swarovski

Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor. Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger. Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong. #LI-Hybrid Joining Swarovski means being part of a bigger purpose. You can create a positive impact and work wonders by bringing your unique ideas to life. Together, we’ll inspire the world of interior décor, fashion, culture, film and entertainment.