CRM & Loyalty Operations Specialist

at  Pandora Jewelry

Do you want to be part of an exciting journey driving engagement and long-lasting customer relationships for the world’s largest jewellery brand? Are you passionate about optimizing and maintaining the engine behind the CRM and Loyalty program? Then this could be the opportunity you are looking for.
You will join the Global CRM & Loyalty Team that is run out of our headquarters in Copenhagen and is part of the Global Marketing organization. Within the overall ambition of building love for our brand and becoming the most desirable brand in the accessible jewellery market, it’s our responsibility to engage and reward customers to build and maintain strong customer relationships, i.e. through our global loyalty programs.
As a CRM & Loyalty Operations Specialist, you will take on the exciting responsibility of being a subject matter expert of the Salesforce Loyalty Platform and supporting internal users including global teams as well as markets around the World. Reporting to the Expansion & Development Loyalty Manager, you will lead the end-to-end operations of our Loyalty program, ensuring its seamless execution while working closely with our Global Digital and Technology colleagues.
In addition, you will own the technical execution of marketing campaigns within the Salesforce loyalty platform, specifically targeting loyalty program members. Your goal will be to secure smooth processes for launching campaigns and to contribute to building stronger, more compelling value propositions. Furthermore, you will develop and oversee processes for fraud prevention related to our loyalty programs.

KEY REQUIREMENTS:

• Minimum of 3 years of experience in commercial (marketing/retail), customer loyalty, or other CRM related areas, preferably within the retail industry, fashion or FMCG.
• Solution oriented mindset on challenges with can-do attitude.
• Hands on experience with Salesforce Loyalty Platform is a big plus, but is not a must. The same goes for experience with other Salesforce platforms.
• Experience in JIRA and Confluence
• Track record of addressing business challenges and improving business metrics through a well-founded understanding of customer insights
• Relevant degree preferably within marketing or business
• You are a self-driven individual who is not afraid of taking initiative
• English fluency is a must and experience from a position interacting with stakeholders at an international level is regarded a plus

ABOUT YOU

We are looking for a strong talent with attention to detail and a systematic and structured approach to solve tasks. You are self-motivated, driven and ambitious and you embrace change and new challenges. It comes naturally to you to be a team-player, and you have a strong collaborative spirit, courage to challenge opinions and work effectively with other departments to achieve shared objectives. You demonstrate excellent verbal and written communication skills.

• Serve as a champion of the Salesforce Loyalty platform and act as a liaison for local market operations, including troubleshooting and onboarding, as well as training new team members.
• Own the end-to-end process of executing CRM marketing campaigns for loyalty members and support the specific needs of local markets.
• Manage the setup of new markets within the Salesforce Loyalty platform in collaboration with Salesforce and the Global Digital and Technology team.
• Establish and support the development of new features within the platform in collaboration with stakeholders across the organization.
• Identify and mitigate risks and issues that may impact program delivery and operations, implementing proactive measures to address challenges and ensure successful outcomes.
• Provide support for CRM and loyalty-related tasks. This may include assisting with day-to-day activities, troubleshooting issues, and collaborating with team members to optimize processes.
  The scope of the role will evolve over time and the ideal candidate will equally have an agile attitude and embrace growth.