Customer Loyalty Specialist

About the role

The Customer Loyalty Specialist will support the development and execution of relationship strategies that drive retention, engagement and lifetime value for the MyLindt Rewards program. Working across Retail Stores and the eShop, you will manage day‑to‑day CRM operations, email marketing and loyalty initiatives while collaborating with Marketing, Digital, Consumer Service and Retail teams.

Key responsibilities

• Manage daily CRM and MyLindt Rewards activities, from ideation and briefing to testing, building and executing campaigns.
• Adapt the global loyalty strategy and automated journeys to the local market.
• Design and deliver CRM and email marketing strategies that increase consumer engagement, lifetime value and revenue.
• Drive loyalty program growth through new member acquisition and retention via targeted email, platform enhancements and promotions.
• Develop a balanced CRM calendar, coordinate A/B testing and ensure communications meet brand tone, compliance and data‑privacy standards.
• Maintain data quality, build and optimise audience segments using behaviour, purchase history, lifecycle stage and predictive insights.
• Support creation and optimisation of automated lifecycle journeys (welcome, re‑engagement, win‑back, post‑purchase).
• Track, measure and report CRM performance (open rates, click‑through, conversion, retention, revenue) and produce dashboards for Retail, Senior Management and Global teams.
• Liaise with IT and external partners to maintain CRM systems, workflows and customer profiles.

Required profile

• Proactive, curious and commercially minded CRM enthusiast.
• Ability to turn customer insights into meaningful, memorable experiences.
• Strong analytical mindset with a focus on data‑driven decision making.
• Excellent collaboration skills to work cross‑functionally with eShop, Marketing, Digital, Consumer Service and Retail teams.

Required skills

• Experience with CRM platforms and email marketing tools.
• Knowledge of audience segmentation, predictive insights and A/B testing.
• Ability to create and analyse performance dashboards and reports.