Project Lead

Our client is a worldwide recognizable brand. We are looking for a strategic and hands-on professional to lead the development and execution of a global customer loyalty initiative. This role is central to creating lasting customer relationships and enhancing the brand experience at every digital and physical touchpoint. As the Digital Customer Engagement & Loyalty Program Lead, you will act as a key partner in driving retention, shaping omnichannel experiences, and supporting the brand\’s digital evolution. You will work closely with teams across marketing, retail, e-commerce, and IT, both at the global and local levels. Key Responsibilities Lead the implementation and continuous improvement of the global loyalty program across platforms and channels. Ensure seamless integration and execution of loyalty activities across retail, e-commerce, CRM, and social platforms. Manage the day-to-day operations of loyalty initiatives, ensuring consistency and efficiency within a Salesforce environment. Create innovative retention strategies and personalized content to drive engagement and customer lifetime value. Oversee campaign execution on digital communication channels (email, push notifications, etc.). Design and execute customer journeys using insights from customer behavior, feedback, and interaction data. Identify opportunities to optimize the customer experience and resolve friction points in collaboration with cross-functional stakeholders. Monitor performance metrics and generate strategic reports and recommendations for improvement. Stay current on industry best practices and emerging trends in loyalty and customer experience. Your Background University degree in Digital Marketing, Communications, or a related field. At least 5 years of experience in loyalty/CRM program management and customer experience, ideally within consumer goods, hospitality, cosmetics, or retail. Proven ability to lead cross-departmental projects involving IT, Retail, and Marketing stakeholders. Comfortable working in both strategic and operational capacities, with a strong sense of ownership. Advanced knowledge of Salesforce and common CRM, campaign, and analytics tools. Strong content and data acumen; able to use insights to shape engaging communication strategies. Fluent in English; other languages are a plus. Soft Skills Collaborative and positive mindset, with a proactive approach to problem-solving. Able to thrive in dynamic environments and manage several projects simultaneously. Excellent organizational, communication, and interpersonal skills. Detail-oriented, with strong follow-through and a focus on continuous improvement.