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About the Role

The Customer Loyalty Specialist supports the development and execution of customer relationship strategies that drive retention, engagement, and lifetime value for MyLindt Rewards. This role manages day-to-day CRM operations and executes CRM, email marketing, and loyalty strategies across Retail Stores and the eShop.

Responsibilities

• Manage day-to-day CRM and MyLindt Rewards loyalty activity, including ideation, briefing, testing, building, and executing campaigns.
• Adapt Global loyalty strategy and automated journeys to the local market.
• Design and deliver CRM and email marketing strategies to elevate consumer engagement, grow customer lifetime value, and drive revenue.
• Lead loyalty program growth through new member acquisition and existing member retention via targeted email, platform enhancements, and promotional initiatives.
• Develop a CRM calendar balancing brand and commercial needs, coordinate A/B testing, and ensure communications align with brand tone, compliance, and data privacy.
• Manage customer data quality within the CRM platform and build/optimize audience segments using behavior, purchase history, lifecycle stage, and predictive insights.
• Identify opportunities for personalization across channels.
• Support the development of automated lifecycle journeys and recommend enhancements to improve retention and loyalty metrics.
• Track, measure, and report on CRM performance, create dashboards for various teams, and provide CRM insights and custom audiences to support performance marketing.
• Maintain CRM systems, workflows, and customer profiles.
• Liaise with IT and external partners to troubleshoot and implement upgrades.
• Engage directly with Stores to train and embed MyLindt Rewards as a key customer retention focus.

Requirements

• 3-5 years of experience in marketing, loyalty, and customer experience, ideally within Retail or FMCG.
• Hands-on experience with CRM platforms such as Selligent, Salesforce Marketing Cloud, Klaviyo, Braze, HubSpot, or Adobe Campaign.
• Solid understanding of marketing principles and best practice.
• Analytical mindset with proficiency in Excel, reporting dashboards, and analytics tools.
• Familiarity with HTML email editing and the Microsoft Suite.
• Agile and solution-focused with strong time management, prioritization, project management, and problem-solving skills.
• Mature approach and can-do attitude.
• Confident interacting with all levels of the business.
• Ability to communicate in a clear, convincing, and constructive way.
• Genuine team player who lives the company values.

Skills

• CRM
• Email Marketing
• Loyalty Programs
• Customer Relationship Management
• Excel
• Reporting Dashboards
• Analytics Tools
• HTML Email Editing
• Microsoft Suite
• Project Management
• Problem-Solving
• Communication

Location

• Retail Stores
• eShop

Work Type

• Hybrid

Experience Level

• 3-5 years

Education Level

• Business/Commerce degree (marketing focus preferred)

Benefits

• Emphasis on a positive environment for career and personal growth
• Celebration of achievements and recognition of successes
• Engaging and creative workplace
• Embraces diversity and thinking differently
• Hybrid working environment
• Priority on maintaining a healthy work/life balance
• Paid day off on your birthday

About the Company

• Lindt has a rich and diverse culture that embraces change while cherishing history.
• The company believes excellence lies within each employee and has created an environment for team members to take risks, challenge the norm, and build the Lindt brand.
• The company's mission is to Enchant the World with Chocolate.
• They are searching for imaginative thinkers who can recognize opportunities, generate innovative ideas, and build strong relationships with consumers and customers.