Head of CRM Operations and Loyalty 100%

Swarovski International Holding AG; Männedorf; On-site; CHF 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work option

Employee discounts

Job summary

Swarovski International Holding AG is seeking a Head of CRM Operations and Loyalty to lead customer data strategy, loyalty programs, and CRM governance. You will drive personalization, oversee CRM platforms, and collaborate with IT, Marketing, and Customer Experience to elevate lifetime value.

The role demands senior leadership and strategic execution in a Swiss/Zurich area setting. Join a global brand renowned for craftsmanship and innovation, with a focus on data-driven loyalty and

Qualifications

• University degree in Mathematics, Engineering, Economics, HEC, or Marketing.
• 8–10 years of CRM/loyalty experience in international or Swiss markets.
• Experience with Salesforce or Microsoft Dynamics; CDP a plus.
• Strong analytical mindset to derive customer insights.
• Exceptional leadership and stakeholder management with cross-functional collaboration.
• Fluency in English.

Responsibilities

• Lead a team responsible for customer data strategy, data governance, and loyalty program design.
• Oversee CRM systems to support marketing, sales, and customer service with automation and personalization.
• Define and implement innovative loyalty programs to increase retention and LTV.
• Develop clienteling strategies with the Customer Experience team to enhance personalization.
• Lead migration to a new CRM platform, ensuring seamless integration with processes.
• Establish and monitor loyalty KPIs with analytics to optimize performance.
• Act as CRM and loyalty thought leader, tracking industry trends.

Skills

Leadership

Stakeholder management

Project management

Analytical mindset

Cross-functional collaboration

English fluency

Education

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

Bachelor’s degree from a university or equivalent

Tools

Salesforce

Microsoft Dynamics

CDP (customer data platform)

Job description

Head of CRM Operations and Loyalty 100%

Swarovski International Holding AG Vacant since : 04.11.2026 Number of jobs : 1 8708 Männedorf (ZH) 100% By agreement Permanent Registration requirement

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.

As a Head of CRM Operations and Loyalty you will 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 jobYour 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, 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 youWe 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 offerYou 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

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.

• Work location 8708 Männedorf (ZH)

• Workload 100%

• Employment start By agreement

• Employment duration Permanent

• Qualification skilled

• Work experience More than 3 years

• Education Bachelor’s degree from a university or equivalent

• English Orally : Very good knowledge Written : Very good knowledge