Head of Customer Engagement (Loyalty & CRM)

Flying Tiger Copenhagen is a globally recognized brand with a passion for delivering unique customer experiences. We are on a mission to enhance customer loyalty and engagement through innovative strategies and personalized experiences. Join our dynamic team to make a significant impact on our customer engagement initiatives and be a part of a rapidly growing global company.

This is the position

The Head of Customer Engagement will drive the development and success of our customer club and CRM functions to enhance customer lifetime value. The Head of Customer Engagement will play a critical role in shaping, executing, and enhancing the broader customer engagement strategy and capabilities, encompassing topics such as customer club (loyalty), CRM, marketing automation, personalization and customer data management.'

The primary focus will be advancing and rolling out the "Flying Tiger Copenhagen Club" app including improving the club’s program design, prioritizing app developments, driving engagement campaigns, and measuring success. This will involve close collaboration with technology teams, an external development partner, and a loyalty cloud provider.

In addition, the role will focus on elevating CRM efforts, particularly email communication, by enhancing segmentation, personalization, and automation processes to turn email marketing into a key growth driver for both physical stores and e-commerce

This role is based in our HQ on Strandgade, Copenhagen and reports directly to VP, Customer & Marketing.

What You’ll Be Doing:

• Lead the strategy and execution of customer loyalty, CRM, and marketing automation to increase customer frequency and basket value
• Oversee the development and rollout of the Flying Tiger Copenhagen Club, enhancing functionalities and expanding its geographic reach.
• Build a high-performing Customer Engagement team, fostering a customer-centric culture focused on innovation and continuous learning.
• Collaborate closely with the technology team and external partners to drive personalization, customer data management, and success measurement.
• Analyze customer data and trends to identify opportunities for segmentation and personalization, leading to data-driven decision-making.
• Align with cross-functional teams including retail, digital marketing, and analytics to ensure business goals and strategies are met.

This is you

You are a dynamic and adaptable professional who thrives in the pulse of a fast-paced environment. You revel in the challenge of a company that constantly evolves, where change is the only constant and improvement is always possible. You are driven, with curious and analytical mindset that fuels your passion for improvement. You excel at facilitating debate and positively challenging the status quo.

You possess a blend of analytical prowess, commercial acumen, strategic thinking, and a keen understanding of customer engagement strategies. The successful candidate will bring a strong background in loyalty programs, CRM, marketing automation, customer segmentation, and data analysis, paired with excellent leadership, communication, and stakeholder management skills.

What You Bring to the Table:

• Minimum 7 years of experience in customer loyalty, CRM, marketing automation, and customer data analysis, with at least 4 years in a leadership role.
• Proven track record in developing and implementing successful CRM strategies and campaigns
• Strong knowledge of CRM software, marketing automation tools, and GDPR/data protection regulations.
• Experience in retail or e-commerce environments is highly desirable, particularly with app-based loyalty programs.
• Excellent leadership and communication skills, with experience managing cross-functional teams and C-level stakeholders.
• Strong analytical skills with a data-driven approach to decision-making.

Why Join Us?

At Flying Tiger Copenhagen, you will be part of a team that thrives on creativity, innovation, and collaboration. We offer a dynamic work environment, growth opportunities, and a chance to make a significant impact on our customer engagement journey. If you're passionate about customer-centricity and want to lead a key strategic initiative, we’d love to hear from you!

Did you know

We take climate change very seriously and work very hard to minimize our carbon footprint. We do this by buying less plastic and more renewable materials (everything that grows) – and we also want to make sure that all stores are run on renewable energy. We walk the talk – and make sure that what we do is validated by external experts, in the Science Based Targets initiative. You can read more about our work with climate action here https://flyingtiger.com/pages/sustainability-eco-friendly

Department:

Lokation: Denmark HQ