Loyalty Specialist

DECATHLON Communication & Marketing; Milano; Ibrido; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

DECATHLON Communication & Marketing in Milano is seeking a loyalty marketing professional to design and execute promotional roadmaps across web, app and in-store channels, driving profitability and program growth.

You will manage the Earn & Burn optimization, run omnichannel campaigns bridging online and physical stores, and oversee loyalty platform setup, segmentation and performance reporting to boost customer lifetime value.

Mansioni

• Design and execute promotional and engagement roadmap across all channels to grow profitability
• Design and optimize Earn & Burn loop and rewards catalog to maximize customer lifetime value
• Execute omnichannel loyalty campaigns bridging in-store and online experiences
• Manage loyalty platform setup including segmentation, promotion monitoring, and troubleshooting
• Analyze campaign performance and market trends to deliver ROI-focused insights
• Collaborate with global product teams and local stakeholders to refine customer identification processes and UX
• Align internal departments on loyalty priorities through clear, strategic communication

Descrizione del lavoro

Contract Details: Full time (40h/week), 2 days/week smart working

Division: Marketing

Direct Team: Customer Growth

Start date: As soon as possible

THE CORE TASKS

• Design and execute the promotional and engagement roadmap across all channels (web, app, in-store) to ensure business profitability and program growth.
• Design and optimize the "Earn & Burn" loop and develop rewards catalog to maximize customer lifetime value and satisfaction.
• Execute omnichannel loyalty campaigns that bridge in-store and online customer experiences.

Platform Management & Data

• Manage the loyalty platform technical setup, including segmentation, promotion monitoring, and troubleshooting.
• Analyze campaign performance and market trends to deliver actionable insights and ROI-focused reporting.

Process & Collaboration

• Collaborate with global product teams and local stakeholders to refine customer identification processes and UX.
• Align internal departments on loyalty priorities through clear, strategic communication and knowledge sharing.

PERFORMANCE INDICATORS (KPIs)

• Growth & Acquisition: Total number of active customers and volume of new accounts.
• Engagement & Retention: Active redeemer rate, churn rate, and loyalty program CSAT scores.
• Revenue & Behavior: Average revenue per user, purchase frequency, and the percentage of identified transactions.
• Marketing Consent: Overall Opt-in percentage.