Customer Experience Director

14 hours ago


Stockholm, Stockholm, Sweden & Other Stories Full time
About & Other Stories

We are a fashion brand that offers a wide range of shoes, bags, accessories, beauty and ready-to-wear for fashion-loving women. Our ateliers design diverse collections with great attention to detail and quality, always with modern femininity in mind.

As Loyalty Lead, you will play a key role in enhancing customer engagement and loyalty and driving the future growth of our brand. You'll have the opportunity to work with talented individuals across various functions, make meaningful decisions, and see your efforts directly impact the business.

Key Responsibilities:

  • Develop and lead the strategy for our loyalty program, aligning it with business goals and meeting customer needs.
  • Collaborate with cross-functional teams to execute and roll out the loyalty program, ensuring seamless delivery and integration.
  • Ensure a consistent, inspiring, and frictionless experience for customers at every touchpoint.
  • Work closely with tech teams to implement and test new features, ensuring the program's tech solution is effective and aligned with business needs.
  • Drive communication initiatives to engage customers and internal stakeholders.
  • Build strong relationships with stores, driving engagement and supporting training initiatives.
  • Forge collaborations with external partners to introduce new customer value propositions.
  • Track customer satisfaction, business performance, and competitor trends, and suggest improvements to keep the program fresh and competitive.
Requirements

To succeed in this role, you will need:

  • A solid background in managing loyalty programs or CRM initiatives in consumer-facing industries.
  • Natural ability to manage project initiatives with multiple stakeholders, ensuring timely delivery and seamless collaboration.
  • Self-starting skills, taking ownership of projects and driving new ideas forward with enthusiasm and dedication.
  • Sharp analytical skills, capable of interpreting data and transforming it into actionable insights.
  • Experience working with loyalty platforms, CRM software, and other tech solutions.
  • Excellence in working with cross-functional teams and clearly communicating ideas.
  • Understanding of business growth and customer satisfaction, making decisions based on customer experience and business impact.
  • Patient and able to focus and prioritize initiatives.


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