Customer & Loyalty Director (100%) (m/f/d)
Emploi Suisse
Titre du poste : Customer & Loyalty Director (100%) (m/f/d)
Entreprise : JC New Retail AG
Description du poste : SummaryAs Customer & Loyalty Director at JC New Retail, you will take on a high-impact leadership role within one of Europe’s most renowned fashion retail groups – Peek & Cloppenburg. Leading a diverse team of approximately 20 experts in CRM, customer insights, analytics, loyalty, and research, you will drive the transformation of our customer strategy and loyalty efforts across 16 markets.You are not just a CRM expert – you are a senior strategic leader, capable of shaping customer-centric innovation in a complex, dynamic and digitally evolving organisation. You will act as the “Voice of the Customer” at the executive level, collaborating cross-functionally with Marketing, Technology, E-Commerce, and Retail teams to create seamless, insight-led customer experiences.We are seeking a candidate with a proven track record of leading large teams, influencing senior stakeholders, and creating commercial impact through data-driven customer strategies. You bring experience from fast-paced, international, consumer-facing environments and understand how to steer organisations through digital and cultural change.Your missionCustomer Strategy & Loyalty Development: Own and develop a customer-first strategy by driving deep customer understanding across all territories. Shape and lead a comprehensive loyalty program that increases customer engagement, satisfaction, and lifetime value (CLV).Stakeholder Engagement:Serve as a strategic sparring partner to the executive board and collaborate closely with senior leaders across all business functions to align on customer goals and embed customer thinking into strategic decisions.CRM & Personalisation: Leverage data-driven CRM to design personalised customer journeys. Create effective segmentation strategies and targeted communications to optimise acquisition, retention, and cross-/upselling potential.Insight & Analytics Leadership: Lead a high-performing insights team to build actionable dashboards and visualisations. Use research, tracking studies and market intelligence to inform customer and competitor strategies and define new propositions.Customer Journey Mapping: Analyse and enhance every customer touchpoint – from onboarding to after-sales – by designing seamless omnichannel experiences that reflect brand excellence and drive customer satisfaction.Data Culture & Innovation: Champion a data-driven culture by embedding experimentation and evidence-based decision making. Ensure best practices in data collection and ethical use across all initiatives.Team Leadership & Change Management: Build and mentor a team of ~20 professionals across data, research, CRM and loyalty. Drive cultural change by embedding commerciality, agility, and customer centricity in all team activities.Your profileSenior Leadership Experience:10–15+ years of progressive experience in CRM, loyalty, insights, or customer strategy – Including at least 5 years in a senior leadership role with full responsibility for a team of 20 or more professionals. You have demonstrably led teams of similar size and complexity, ideally in matrixed or international settings.Track Record in Stakeholder Management:Demonstrated ability to influence C-level stakeholders, lead cross-functional initiatives, and act as a strategic thought partner across the business.Pan-European Experience:Experience working across multiple European markets in retail, fashion, or digitally native consumer industries.Strategic and Hands-On:A rare combination of strategic vision and executional excellence – you think big but know how to get things done with speed and precision.Expertise in Data and Personalisation:Strong knowledge of segmentation methodologies, loyalty mechanics, data privacy best practices, and customer engagement tools. Familiarity with machine learning and marketing automation is a plus.Inspiring People Leader:Proven ability to build high-performing teams, nurture talent, and create followership in transformational settings.Cultural Fit:Entrepreneurial, down-to-earth, resilient, and results-oriented. Passionate about digital innovation, fashion, and delivering outstanding customer experiences.Languages:Fluent in English and German. Other European languages are a plus.Why us?
- Diverse projects for one of the most successful fashion companies in Europe
- A dynamic working environment characterized by team orientation and a high degree of personal responsibility
- Attractive workplace with a dog-friendly policy and excellent location
- Flexible working: 2 home office days and 3 office days
- Travel and vacation benefits, including the opportunity to work abroad and REKA checks
- Annual vacation of 28 days
- Sports and team activities to promote health and team spirit
- Involvement in cross-departmental projects, encouraging collaboration and innovation
- Freedom and flexibility in the way you work
- In-house training initiatives to improve skills and knowledge
- A cross-cultural and multinational working atmosphere
About usThe JC New Retail AG operates as a group company and franchisor of the Peek & Cloppenburg Group, a family-owned fashion company in the textile retail sector with locations in Düsseldorf and Vienna. As an integral part of the group, JC New Retail AG integrates innovation and creative ideas with the extensive experience and legacy of a 120-year-old family business. With a focus on the goals of international expansion and digitization, JC New Retail AG coordinates key strategic functions such as procurement, marketing, strategy, IT, supply chain, and other significant areas. The establishment of JC New Retail AG took place in October 2021 in Zug, Switzerland. The corporate strategy consistently emphasizes a clear focus on optimal customer orientation. Through its analytical and strategic orientation, JC New Retail AG plays an important role in the successful transformation of the Peek & Cloppenburg Group’s growing international portfolio.
Salaire attendu :
Localisation : Zoug
Date du poste : Fri, 02 May 2025 22:47:37 GMT
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