CRM & Loyalty Expert

• Develop, execute, and report on data-driven campaigns to drive customer retention, engagement, and upselling opportunities
• Drive audience segmentation strategies to optimize targeting and engagement across CRM campaigns, leveraging customer data to improve operational KPIs and behavior metrics
• Propose and implement new campaigns and actions to reduce churn and increase product penetration
• Lead or support churn reduction initiatives by implementing targeted actions and tracking effectiveness
• Liaise with Business Analytics to gather data for campaign execution and reporting
• Create and oversee automated and recurring campaigns, ensuring efficient targeting, personalization, and performance optimization
• Translate CRM insights into actionable recommendations through presentations and reports for internal stakeholders
• Collaborate with cross-functional teams, including Marketing, Sales, Product and Operations, to execute CRM & Loyalty promotions
• Support the development of a Loyalty program to enhance customer retention and lifetime value
• Work closely with IT to define and implement CRM system capabilities that support business objectives
• Continuously assess and refine CRM campaign strategies based on data insights and customer behavior patterns
• Stay up to date with industry trends in customer engagement, retention, and CRM best practices
• Participate in company training programs to enhance CRM knowledge and skills

• At least 4 years of prior work experience in a similar position
• Excellent communication skills both oral and written
• Attention to detail
• Excellent time management
• Well organized with an understanding of priorities and changing demands
• Friendly and professional demeanor
• Multitasking and being able to work under pressure
• High level of professionalism and an appreciation for the confidentiality and sensitivity of information received and handled
• Strong interpersonal skills and ability to build relationships with stakeholders, including staff, board members and external partners
• Reliability and confidentiality
• Team spirit
• Bachelor's degree in business, marketing, or a related field
• Analytical and technical skills on Microsoft Excel and Power BI
• Proficiency in MS Office
• Knowledge of CRM systems platforms
• Solid understanding of customer lifecycle management, and customer support processes
• Commercial awareness to understand the target market and design campaigns accordingly
• Very good knowledge of English

A Masters' degree would be an asset