You will own and lead the global CRM and Loyalty strategy across all European markets. Your primary mission is to drive sustainable Customer Lifetime Value, Retention, and Conversion by creating exceptional, personalized, and consistent customer experiences across all touchpoints (online, instore, and mobile).
You will be responsible for defining the strategic roadmap, ensuring seamless execution across all channels, and building, coaching, and mentoring a high-performing CRM team.
Key Responsibilities Strategy & Proposition DevelopmentGlobal CRM & Loyalty Strategy: Define and execute the multi-market CRM strategy (communication & loyalty) covering the entire customer lifecycle (acquisition, retention, reactivation).
Loyalty Program Ownership: Translate customer insights, our developed digital north star and industry trends into relevant, compelling loyalty propositions that drive membership growth, engagement, frequency, and conversion.
Personalization and localization: Use Bloomreach Engage to personalize and localize and adapt CRM initiatives (campaigns, loyalty mechanics).
Lifecycle Management: Own key automated customer journeys (welcome, win-back, VIP, loyalty) and ensure they are personalized, timely, and impactful across all channels (online and in-store).
Multi-Channel Execution: Design and deliver sophisticated multitouch CRM campaigns (email, app, SMS, push, instore communications) that drive traffic and commercial results.
Data Health & Compliance: Manage segmentation, behavioral profiling, data quality, and database growth. Oversee compliance with data privacy regulations (e.g., GDPR) across all markets.
Team Leadership: Lead, coach, and mentor the CRM/Loyalty team members (marketers, email specialists, data analysts), driving performance, effective workflows, and continuous improvement.
Reporting & Insights: Define and track core KPIs (LTV, Retention Rate, Frequency, Churn, AOV). Conduct rigorous A/B testing and campaign optimization, generating actionable insights for senior stakeholders.
Budget Ownership: Define, allocate, and monitor the CRM budget, ensuring a clear and measurable ROI for all initiatives.
Innovation: Continuously track new CRM technologies, customer behavior trends, and competitor activities to maintain Hunkemöller’s leadership in customer engagement.
Experience: Minimum 7+ years of progressive experience in CRM and Loyalty, preferably within the premium retail, fashion, or e-commerce sector, including multi-market or global responsibility.
Team Leadership: Proven track record of successfully managing, coaching, and mentoring a team of direct reports.
Technical Proficiency: Deep understanding and hands-on experience with enterprise CRM/Marketing Automation platforms (e.g., Bloomreach Engage). Preferred if also knows New Black EVA.
Data & Analytics: Strong analytical skills; ability to translate complex customer data into actionable strategies, generate insights, and optimize campaign performance.
Mindset: Highly organized, excellent project management skills, and a strong Omnichannel mindset able to design consistent customer experiences across online/offline touchpoints.
Collaboration: Excellent communication skills and proven ability to manage senior stakeholders and liaise effectively with cross-functional teams (Retail, Digital, IT, Buying, Analytics).
Affinity: Passion and affinity for fashion and retail dynamics (seasonal cycles, brand identity).
Language: Fluency in English (written and spoken) is required. Fluency in other European languages is a significant plus.
€70000 - €90000 monthly