Head of CRM Operations and Loyalty

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 process, 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 (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.

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