Senior Manager Membership / Loyalty / Benefits (m/f/d)

With more than 1,500 branches in 19 European countries, C&A is one of the leading fashion retailers in Europe. C&A welcomes more than two million visitors to its stores every day and offers good quality fashion at reasonable prices for the whole family. We’re embracing the digital transformation taking place across the retail sector, whilst also ensuring we don’t lose sight of our heritage.

“Let’s build the future together - the best is yet to come”

As part of the Consumer Engagement & Membership team pioneering our brand-new membership scheme, - C&A for you in 12 countries - you will have the unique opportunity to set the future direction of our organization. We're looking for a visionary individual to establish and maintain ongoing processes, creating a seamless and rewarding experience for our loyal customers.

Key aspects of this role will include:

Membership Benefit Portfolio:

• Develop the benefit strategy of C&A for you

• Understand the needs of the different customer segments and have a strong overview on the portfolio of our competitors to shape the right benefits for C&A for you

• Identify, develop, and enhance benefits by assessing their relevance to customers, attractiveness compared to competitors, and cost to the organization

• Workout and further develop the points and concept for C&A for you

• Work closely with customer analytics to build the Business Case for each benefit before launch and assess ongoing the commercial impact

Customer Journey:

• Oversee and steward the customer journey, from program awareness to onboarding and ongoing engagement

• Identify touchpoints and collaborate with digital product owners/internal teams to optimize them, providing a seamless and positive experience for members across offline, online, and in-between interactions

Offer Management:

• Create an omnichannel offer library, ensuring proper system integration (e.g. timings, frequency)

• Develop a membership journey, determining optimal benefits at specific points in the customer journey (e.g. welcome, birthdays, seasonal, retention)

• Be part of the commercial core team of C&A and develop the promotional membership calendar

We would love to speak to those with a blend of some or all of the following:

• Proven experience in loyalty background, customer benefits portfolio segmentation or similar
• Strategic thinker with the ability to translate strategies into actionable plans
• Flexible mindset to adapt to changes within a fast-paced dynamic environment
• Ability to work cross functionally with various departments and teams such as tech and product teams
• Data driven decisioning (not an analyst)
• Strong communication and interpersonal skills

This is an opportunity for you to join us on a truly exciting digital transformation, where you’ll be able to leave footprints that last and contribute significantly to our digital vision. As well as knowing that you played a key part in the evolution of one of Europe’s most recognisable retail brands, you will also enjoy:

• The opportunity to build things out from scratch, with lots of opportunity to do new things and be creative
• A role in which you can fully focus on benefits and own that area
• Working cross functionally with the tech and product teams, and bringing some structure to the discount and benefits section
• A positive working atmosphere with an open feedback culture
• Hybrid working options (2x per week remotely)

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.