Head of CRM Ops & Loyalty: Data-Driven Personalization

Swarovski; Zürich; Hybrid; CHF 180,000 - 250,000; Full time

Benefits offered by this job

Career development

Employee assistance program

Hybrid work

Volunteer leave

Discounts on Swarovski products

Pension

Transport subsidy

Canteen with buffet

Job summary

Swarovski Switzerland is seeking a Head of CRM Operations and Loyalty to lead data strategy, CRM platforms, and loyalty program development. You will partner with IT, marketing, and customer experience to optimize data collection, drive personalization, and increase lifetime value.

This role combines strategic leadership with hands-on delivery, overseeing data governance, segmentation, automation, KPIs, and vendor management as Swarovski upgrades its CRM ecosystem and customer interactions.

Qualifications

• University degree in Mathematics, Engineering, Economics, HEC or Marketing.
• 8–10 years in CRM, loyalty programs or customer engagement.
• Expertise in CRM platforms (e.g., Salesforce, Microsoft Dynamics) and CDP.
• Strong analytical mindset to derive insights from customer data.
• Exceptional leadership and stakeholder management with cross-functional collaboration.

Responsibilities

• Own and govern the accuracy, integrity, and compliance of customer data across all CRM platforms.
• 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 with the Customer Experience team for personalized interactions.
• Lead the strategic transition to a new CRM platform with IT, vendors, and key stakeholders.
• Establish and monitor key loyalty KPIs, tracking performance from customer insights.
• Act as a thought leader in CRM and loyalty, staying ahead of industry trends.

Skills

People leadership

Analytical mindset

CRM & loyalty strategy

Stakeholder management

Project management

English fluency

Education

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

Tools

Salesforce

Microsoft Dynamics

Customer Data Platform

Job description

Swarovski Switzerland is seeking a Head of CRM Operations and Loyalty to lead data strategy, CRM platforms, and loyalty program development. You will partner with IT, marketing, and customer experience to optimize data collection, drive personalization, and increase lifetime value.

This role combines strategic leadership with hands-on delivery, overseeing data governance, segmentation, automation, KPIs, and vendor management as Swarovski upgrades its CRM ecosystem and customer interactions.