At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you.
We are looking for a Head of CRM Operations and Loyalty to lead a team responsible for customer data strategy, business operations and for shaping the future of the Swarovski Club Loyalty
This is your chance to play a key role in defining and executing high-impact loyalty programs, ensuring seamless CRM operations, and driving personalization strategies. Partnering with cross-functional teams across IT, marketing, and customer experience, you will have the opportunity to create best-in-class customer interactions that enhance loyalty and lifetime value.
About the job
Your responsibilities include, but are not limited to:
Own and govern the accuracy, integrity, and compliance of customer data across all CRM platforms, ensuring optimal data collection and management practices
Oversee the effective use of CRM systems to support marketing, sales, and customer service teams, driving automation, segmentation, and personalization
Develop and implement innovative loyalty programs, that increase retention and lifetime value
Define and execute the clientele strategy in collaboration with the Customer Experience team to enhance personalized interactions
Lead the strategic transition to a new CRM platform, collaborating with IT, vendors, and key stakeholders to ensure seamless integration with existing business processes
Establish and monitor key loyalty KPIs, working with analytics teams to track and optimize program performance based on customer insights
Act as a thought leader in CRM and loyalty, staying ahead of industry trends and bringing innovative approaches to customer relationship management
About you
We are looking for a unique and amazing talent, who brings along the following:
University degree in Mathematics, Engineering, Economics, HEC, or Marketing
8-10 years of experience in CRM, loyalty programs, or customer engagement roles within an international or Swiss market setting
Proven expertise in leading CRM platforms (e.g., Salesforce, Microsoft Dynamics) and experience with Customer Data Platforms
Strong analytical mindset with the ability to derive actionable insights from customer behavior and engagement metrics
Exceptional leadership and stakeholder management skills, with a track record of driving cross-functional collaboration
Strong project management abilities, with experience in leading complex, multi-stakeholder initiatives
Fluency in English
A strategic yet hands-on approach, with a passion for creating outstanding customer experiences and a data-driven mindset
What we offer
You can expect a range of benefits, including:
Learning and career development programs to help you grow
A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters
Hybrid and flexible work options to support your work-life balance
Paid volunteering leave to support causes that matter to you
Exclusive employee discounts on Swarovski products
Full coverage of accident insurance
Attractive pension fund conditions
Subsidized public transportation or free parking
Employee canteen with buffet
About Swarovski
Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.
Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski…