Head of CRM Operations and Loyalty 100%

Shape the Future of Customer Brilliance

Join a team where bold ideas matter, creativity drives change, and collaboration is valued. Your work will shape how the world experiences brilliance, allowing you to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance.

Lead Strategy and Operations

Take the lead in defining and executing high-impact loyalty programs, ensuring seamless CRM operations, and driving personalization strategies. Partner with cross-functional teams across IT, marketing, and customer experience to create best-in-class customer interactions that enhance loyalty and lifetime value.

Your Responsibilities

• Own and govern the accuracy, integrity, and compliance of customer data across all CRM platforms, ensuring optimal data collection and management practices
• Oversee the effective use of CRM systems to support marketing, sales, and customer service teams, driving automation, segmentation, and personalization
• Develop and implement innovative loyalty programs that increase retention and lifetime value
• Define and execute the clienteling strategy in collaboration with the Customer Experience team to enhance personalized interactions
• Lead the strategic transition to a new CRM platform, collaborating with IT, vendors, and key stakeholders to ensure seamless integration with existing business processes
• Establish and monitor key loyalty KPIs, working with analytics teams to track and optimize program performance based on customer insights
• Act as a thought leader in CRM and loyalty, staying ahead of industry trends and bringing innovative approaches to customer relationship management

About You

• University degree in Mathematics, Engineering, Economics, HEC, or Marketing
• 8-10 years of experience in CRM, loyalty programs, or customer engagement roles within an international or Swiss market setting
• Proven expertise in leading CRM platforms (e.g., Salesforce, Microsoft Dynamics) and experience with Customer Data Platforms (CDP is a plus)
• Strong analytical mindset with the ability to derive actionable insights from customer behavior and engagement metrics
• Exceptional leadership and stakeholder management skills, with a track record of driving cross-functional collaboration
• Strong project management abilities, with experience in leading complex, multi-stakeholder initiatives
• Fluency in English
• A strategic yet hands-on approach, with a passion for creating outstanding customer experiences and a data-driven mindset

What We Offer

• Learning and career development programs to help you grow
• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters
• Hybrid and flexible work options to support your work-life balance
• Paid volunteering leave to support causes that matter to you
• Exclusive employee discounts on Swarovski products
• Full coverage of accident insurance
• Attractive pension fund conditions
• Subsidized public transportation or free parking

About Swarovski

Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.

Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger.

Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong.