Lead - Customer Value Management and Membership Proposition (m/f/d)

The Team:

This is an opportunity to join one of Europe's most widely recognised and much-loved fashion retailers, currently going through a transformation that's aimed at placing our consumers at the heart of everything we do.

This role will offer you the opportunity to lead our 'Customer Value Management & Benefits' team, that sits within our Membership & Consumer Engagement team of 18 people, all focussed on maintaining and improving customer loyalty and increasing C&A membership numbers.

If you are an inspirational leader and fantastic motivator of people, someone with a passion for customer loyalty, performance marketing and consumer engagement, then we'd love to hear from you!!

The Role:

• You will provide strategic direction to the wider CVM team (3 people) and have full oversight when it comes to building our customer loyalty proposition within our designated markets (12 countries in total).
• Develop and optimise the programme proposition by defining the targeted and untargeted benefit portfolio of the programme to drive acquisition, show-your-card and engagement
• Steer and monitor the commercial performance and markdowns of the benefit portfolio by running business cases on the different mechanics and monitoring the target achievements
• Defining the omni-channel customer value strategy to drive long term retention and incremental value
• Define the omni-channel offer calendar for C&A for you as input for the membership campaign planning and align it with countries and overall commercial planning unit
• Work out the concept and requirements of new member features with legal, product teams, campaign management and further stakeholders to hand it over into implementation
• Set up competition monitoring on loyalty proposition, offers, commercial loyalty activities and conduct customer survey together with market research to understand attractiveness of our proposition and further potentials

What We Can Offer:

• The opportunity to build a key business function from scratch, define process and make a lasting impact
• You will join a major retail organisation going through significant change, offering exciting project work where there will always be the opportunity for development and individual growth
• Lots of autonomy with regards to approach and deciding what will bring about the best results. You will act as the SME for this area and have full strategic oversight of this particular business area
• Flexible hybrid working options (2x per week remote)

Useful Experience:

• You may have experience in a mix of the following areas:
• Previous experience of team management and strategic oversight (essential)
• Profound knowledge of membership programs, CRM, customer engagement
• Proven background in customer value management and performance marketing
• Experiences in Omni-channel retail environment
• Strong affinity for customer analytics and data-based decision management

C&A fosters equal opportunity for people of all backgrounds and identities. We are led by a gender-balanced board committed to build a diverse and inclusive organisation where everyone can become their best self. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds. We encourage people belonging to underrepresented groups to apply.