Senior Manager Loyalty Programs - Madrid, España - zooplus Services ESP S.L.

Descripción

Number 1 in Europe
zooplus AG is Europe's leading online retailer of pet supplies.

With over 8 million active customers in more than 30 European countries and more than 2.000 billion Euro revenue in 2021, zooplus is comfortably the market leader in the online segment.

At zooplus, we believe e-commerce to be the sales model of today and for the future. E-commerce has become one of the fastest developing areas of business. Modern logistics centers, and the use of and personalization, mean that online sales can be handled with increasing efficiency.


Our employees are the key to our success
The zooplus currently consists of more than 1.200 interdisciplinary specialists and managers from more than 60 countries.

So we can remain successful against our competitors in the future too, we are looking for individuals who can develop our business and help create a positive corporate culture by not only demonstrating versatile professional and methodological expertise, but also by showing a passion for performance, analysis and a solution-based approach.

This includes dealing with rapid changes, intensive networking and an in-depth understanding of technology, the digital market and the business model's value-added chain.

The Senior Manager Loyalty Programs Loyalty and Reward Programs Manager will be responsible for systematic development and shaping of customer relationships through target group-relevant marketing and communication measures with the aim of increasing customer loyalty in the long term.

Control and optimization of suitable customer loyalty programs by means of continuous performance measurement regarding customer lifetime value.


Essential job tasks:

• Working closely with international sales organization, online marketing and customer care on the rollout of new initiatives and campaigns.
• Management and further development of the centrally managed Customer Loyalty & Retention programs with the aim of sustainably strengthening customer loyalty across customer segments.
• Participation in the conceptual development of the loyalty strategy and its anchoring in the corporate strategy.
• Responsibility for defining new business requirements in close coordination with Legal and Finance; close cooperation with the product owners during IT implementation.
• Development of new approaches and management of campaigns to optimize the customer approach and intensify the customer engagement approach.
• Continuous KPI monitoring and execution of databased customer analyses with a derivation of measures for further optimization of programs; close coordination with business analysts.
• Definition of initiatives to integrate customer engagement programs into crosschannel customer communications.
• University degree in economics with advanced knowledge in marketing, CRM and loyalty
• At least 6 years of relevant professional experience in a comparable position in an analytical and conceptual marketing and CRM environment.
• Extensive sales & marketing knowledge with a high understanding of the processes and levers of an online retailer.
• Profound handling of datadriven analysis of customer requirements paired with the ability to derive relevant measures.
• Fluent in English, C1-C2 level.

- high sense of responsibility and self-reliance.

• Good knowledge of CRM and customer loyalty tools (eCommerce).
• Proven experience in project management with (partial) project responsibility.
• Very high IT affinity and expertise in implementation management of business requirements.
• Strong communication skills.