Head of Loyalty Europe

London, England, United Kingdom

12/13/2024

Job Description

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. We believe that what makes us different makes us stronger. So, add your voice. Make an impact. Find your fit — and your future.

What You’ll Be Doing

As Head of Loyalty, you’ll lead a team of loyalty and CRM experts, driving a customer-centric approach in everything we do. You will be responsible for implementing and optimising our loyalty program to foster deeper customer relationships, drive engagement, retention, and advocacy across Europe, leveraging data insights to create a seamless omnichannel customer experience while maximising the effectiveness of our loyalty program.

Your Key Responsibilities Will Include

Omnichannel Loyalty Europe

• Develop and implement an omnichannel loyalty strategy that engage our consumers and delivers commercial value to the business.
• Ensure the program aligns with business objectives regional nuances and ensures a cohesive experience across online, retail, and mobile touchpoints.
• Design and implement engaging loyalty benefits that are tailored to lifecycle stage to regional preferences and incentivise desired behaviours across various channels.
• Partner with marketing, and digital product teams to seamlessly integrate the loyalty program into the omnichannel customer journey to drive awareness of The RedTab Program.
• Develop and manage multilingual communication programs to educate and engage members across all channels, considering regional preferences and cultural contexts.
• Track and analyse program performance across different channels and identify opportunities to optimise the omnichannel experience.
• Present program insights and recommendations to key stakeholders across the organisation, highlighting the impact on omnichannel engagement and retention.
  
  

Customer Relationship Management

• Oversee the implementation and optimisation of the CRM Platform in Europe, ensuring it integrates loyalty program data, Newsletter sign ups and targets consumers with the right messaging at the right time.
• Ensure seamless integration of CRM and loyalty program data for a comprehensive understanding of European customers and personalized experiences across markets and channels.
• Partner with Trade and Experience teams leverage CRM data and loyalty program insights for improved customer interaction and service delivery tailored to their region.
• Personalise lifecycle communications based on customer segments, engagement levels, and loyalty program participation across all channels.
• Track and measure the effectiveness of omnichannel lifecycle communications and optimise campaigns based on performance data.
  
  

Loyalty Media and Activation

• Lead the development and execution of targeted marketing campaigns and engagement initiatives based on customer data and loyalty program insights, considering both online and offline interactions.
• Working with Brand Media team, lead the media planning across loyalty media.
• Lead retail benefit events that engage consumers and drive retention.
• Partner with marketing and communications teams to ensure consistency and alignment with broader brand messaging across all channels.
  
  

What We’re Looking For

• Proven leadership in developing and executing successful Loyalty and CRM strategies, with experience leading and inspiring teams.
• Creative and innovative thinker, able to develop engaging and differentiated omnichannel loyalty programs and CRM initiatives tailored to different European markets.
• Ability to work independently and manage multiple priorities in a fast-paced, multicultural environment.
• Fluent in English, with proficiency in additional European languages highly desirable.
  
  

Specialised Knowledge/Technical Skills

• Deep understanding of European customer behaviour, omnichannel marketing principles, and CRM best practices considering regional variations
• Experience with CRM systems, marketing automation tools, and web analytics platforms.
• Knowledge of omnichannel strategies.
  
  

Decision Making and Problem Solving

• Strong analytical skills and experience with data visualization tools, adept at analysing data from diverse European markets and various channels.
• Excellent communication and presentation skills, able to translate complex data into actionable stories for diverse audiences, including those with different languages and cultural contexts.
  
  

Internal & External Relationships

• Lead data driven discussions with internal stakeholders.
  
  

LOCATION

London, United Kingdom

FULL TIME/PART TIME

Full time

Current LS&Co Employees, apply via your Workday account.