CRM & Loyalty Operations Specialist

CRM & Loyalty Operations Specialist City: Copenhagen V Country/Region: DK Application Deadline: 7th of October 2024

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 Responsibilities:

• 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.

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.

Your new team
Pandora is a company with a big heart that takes great pride in treating our people well. You will be part of an exciting business area and work in an international hub of can-do spirited, passionate and performance-driven people. The Global CRM & Loyalty team is a dynamic and international team of people who work closely with functions and senior stakeholders across the organization as part of the Go-To-Market function within the CMO area.

Additional information:
This role is based in the Pandora Global Office in Copenhagen, Denmark. We offer a flexible, hybrid model with the option to work remotely up to 2 days a week.

Did we get your attention?
If you see yourself in the position and would like to become a part of Pandora’s future, please apply as soon as possible. We encourage you to attach a CV and Cover Letter to the application. We look forward to hearing from you!

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.

Icing on the cake
You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design, we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.

About Pandora
Pandora is the world's largest jewellery brand. The company designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,500 points of sale, including more than 2,500 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand, using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 28.1 billion in 2023.

At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves. We dedicate ourselves to fostering, cultivating and preserving a culture of inclusion and diversity where everyone feels respected and valued.

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