In Massimo Dutti, we’re looking for a passionate Loyalty Manager to lead our Loyalty Program and strategic initiatives, for our HQs in Barcelona (Tordera). It’s a global role, reporting directly to the Head of Marketing. The ideal candidate will have a strong background in loyalty management, being adept to developing strategies to enhance customer retention and maximize Customer Lifetime Value (CLTV).
Responsibilities:
* Define and implement the Loyalty Program: Massimo Dutti Feel strategy, following up and coordinating the program online and offline.
* Define the benefits structure, focusing on improving retention and CLTV.
* Align with online and offline piers the communication strategy.
* Analyze impact of the program & results, together with Data Team, adjusting it based on observed inputs.
* Prepare repots to summarize the impact and present it to Top Management.
* Segment properly our customers to maximize the program impact and obtain the right insights, comparing our customers online and offline.
* Define different initiatives to maximize the data capture beyond the Loyalty Program, making sure all data is correctly captured. I.e. how to increase the number of leads captured.
* Make sure everything is implemented adjusted to current budget and anticipate possible deviations to adjust them.
* Collaborate closely with all impacted departments, to make sure the different initiatives are properly implemented in all markets and touchpoints. A comprehensive and coherent customer experience is key.
* Benchmark best practices in the fashion industry for Inbound Strategies and Loyalty Programs, specifically in top tier brands, moving away from the typical discounts scheme in the Loyalty case.
* Report together with Data Team the different initiatives and maximize their impact.
* Propose continuous improvements to maintain the program attractive and competitive.
* Follow up technical implementation together with Tech Team, making sure all necessary requests are available for them.
* Provide the necessary support to Customer Service to solve all arising questions.
Required Skills:
* University Degree: Business Administration, Marketing or related field.
* Languages: Spanish and English (Business Level).
* At least 7 years managing a Loyalty Program, preferably in the fashion industry.
* Experience as Product Owner and Agile knowledge preferred.
* Experience with Loyalty tech solutions and CRM solutions, being able to write functional requirements. Agile knowledge preferred.
* Analytical capabilities: it will be a very analytical role, therefore confidence with numbers is critical.
* Communication: excellent verbal and written communication skills.
* Proactivity: the role requires proactive proposing new solutions and ideas.
* Organization: organizational skills are essential to succeed.