The Senior Global Manager CRM & Loyalty will shape our future CRM eco-system. Through creating new programs this position will ensure we maintain Customer relationship management programs aligned with our brand & business strategy. Your mission as a Senior Global Manager CRM & Loyalty will be to engage our customer base and ensure that we provide the best loyalty experience to our customers.

ABOUT THE ROLE

We are searching for an experienced Senior Global Manager CRM & Loyalty to join in our goal in delivering the best loyalty experience and offering in the industry to our customers.

When joining Fenix Outdoor you will be working with well-known brands like Fjällräven, Hanwag, Royal Robbins, Tierra or Primus. You will be operating mainly towards the European and North American market.

This role is a full-time position based in Stockholm, Sweden and reports to our Head of Digital Strategy.

RESPONSIBILITIES

  • Develop the CRM strategy for the Fenix Outdoor brands and departments
  • Drive and manage Customer relationship management projects & adoption
  • CRM Budget: Responsible for CRM budget & delivery of KPI targets
  • Customer relationship management technology: select the required CRM tools/frameworks and external vendors.

WHAT YOU’LL DO

  • As a Senior Global Manager CRM & Loyalty you will develop and lead the global CRM strategy for the different brands and departments including execution to deliver the best loyalty experience and offering in the industry to our customers
  • Select the CRM eco-system vendors and tools together with the IT department and oversee the implementation
  • Develop and maintain strong partnership with vendors to leverage support to ensure we are maximizing all tools to the best of our ability
  • Ensure alignment and implementation of CRM initiatives and projects, manage requirements, and oversee strategic direction for the loyalty clubs together with other departments in markets such as Europe and North America
  • Build data management capabilities and develop customer insights to enable personalized customer service and marketing
  • Define and manage standardized Customer relationship management KPI framework and drive ROI through CRM capabilities
  • Optimize our customer’s lifetime value by delivering maximum revenue and reduce churn in cooperation with our community & retail departments
  • Define, forecast, and optimize annual revenue opportunities from our customer lifecycle.
  • Use data analytics to ensure results guide loyalty and Customer relationship management decision making
  • Support regional marketing and retail teams in the implementation of CRM campaigns, including objectives, target audiences, offer specification and KPIs
  • Empower business teams to realize business vision and improve their ways of working through adoption, benefits realization, and training
  • Support in change management within business processes (e.g., shifts to current processes to engrain the new systems into daily workflows)

WHO YOU ARE

  • You have 5-10 years of experience in an operative Customer relationship management role creating and improving loyalty programs - ideally from a user-centric multi-market brand with strong omni-channel retail operation
  • A university degree in marketing, IT/technology, e-business, business administration, economics or equivalent is a plus
  • Track record of driving strategic CRM program change and experience of building up (from scratch) and delivering CRM in multiple markets
  • Experience implementing and managing CRM platforms
  • Experience in setting CRM KPIs and developing a results-driven approach to CRM strategy execution
  • Experience in data analytics including translating complex data sets into clear actionable insights for local marketing teams
  • Proficient in automating communication flows in retail customer journeys with support of modern e-mail marketing automation tools
  • Ability to optimize customer touchpoints through collecting essential customer information in physical and digital retail operations
  • Knowledge of Customer relationship management related tools and systems as well as IT dependencies to efficiently manage CRM system costs
  • Experience increasing personalization flows in customer communication on-and-offline to synchronize customer experience
  • Providing CRM support and ability to “house brands” in several European markets and North America 
  • Data visualization and cleaning process skills
  • Rudimentary analysis techniques of calculating, for example, RFM, LTV, cohort, decile and deaverage analysis
  • Experience in an English-speaking, international matrix run organization
  • Fluent in English, Swedish and/or German knowledge is a plus
  • Experience working for North American markets is a plus

ABOUT US    

At Fenix Outdoor, we create life-altering experiences in nature through providing a full range of products and specialty outdoor retail stores across several countries. Our company enables people to enjoy life outside.    

Our house brands include Fjällräven, Primus, Hanwag, Tierra and Royal Robbins. Our European retail stores give outdoor enthusiasts the right tools and apparel for every stage in their journey. Additionally, our common service operation supports our companies, teams and business globally. We span across 20 countries and treasure the international, multi-cultured and supremely unique heritages that make up our organization’s DNA.   

We’re a team of nature lovers, some more experienced than others, and we enjoy being outside. Whether in a city park or climbing the peak of a mountain, sustaining the world we live in is a top priority in what we do. Afterall, our business is nature. 

OUR OFFER

When you join our trek, you're offered:

  • An exciting & challenging job in a forward-leaning culture that rewards ambition 
  • Passionate, mission-driven colleagues who make things happen & help each other along the trail
  • An international work environment where an open mind is a pre-requisite 
  • A company that cares that treasures success both for our organization and for society & our planet

JOIN THE TREK

Please apply through our career page in English. We review applications on a continuous basis and sometimes our posts close early due to so many all-star applicants - so apply right now!

Fjällräven celebrates diversity and is committed to continually striving to create and grow a diverse and inclusive workplace for all employees. We provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. We aim to facilitate a safe, fair and kind work environment where all feel welcome and can thrive. 



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Senior Global Manager CRM & Loyalty

Fjällräven

Kategori: Övrigt
Plats: Stockholm
Antal visningar: 0
Antal gillamarkeringar: 0
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Nyckelord

CRM, LEAN, Management, Retail

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