CRM & Customer Engagement Specialist in Geneva

ulliReliable, on-time CRM campaign delivery across all four Nordic markets /liliConsistent execution of the loyalty, VIP and prospect engagement plans /liliEffective coordination of Customer Care operations and complex escalations /liliClear performance reporting, actionable learnings and well-maintained processes /li /ulh3Area of responsibilities: /h3h3CRM campaign production and deployment /h3ulliManage end-to-end production of email and SMS campaigns in line with the commercial and e-commerce calendar, from brief and build to testing, approval, scheduling and post-send checks /liliCoordinate content localization and the four market/language versions /liliProduce newsletters in HTML using BadSender and set up audiences, targeting, triggered journeys and specific campaigns in Adobe Campaign /liliRun rigorous quality assurance across content, links, rendering, tracking, targeting, and settings before launch /liliTroubleshoot campaign and platform issues with internal technical teams and external solution providers, including Sinch, BadSender and Email on Acid /li /ulh3Customer Care operations and customer experience /h3ulliAct as the day-to-day business contact for the Customer Care centre and the internal second level of support /liliServe as the escalation point for complex cases and directly handle selected customer requests when required /liliMonitor recurring issues, NPS and CSAT; coordinate action plans and follow through with E-commerce, Operations, Marketing and technical teams /liliKeep processes and guidance up to date and use Customer Care and social feedback to identify practical journey improvements /liliSupport effective use of Zendesk and related customer-service workflows. /li /ulh3Loyalty, VIP and prospect engagement /h3ulliExecute the online loyalty programme calendar, including welcome journeys, rewards, member communications and operational follow-up /liliManage targeted engagement plans for VIP customers and prospects, from audience definition to activation and results review /liliSupport segmentation and lifecycle communications that improve engagement, conversion, retention and customer lifetime value /li /ulh3Performance, data and continuous improvement /h3ulliPrepare monthly, quarterly annual reporting on campaign and customer performance, including deliverability, engagement, conversion, revenue and database growth /liliAnalyse results by market, segment and lifecycle stage; translate findings into clear tests and optimisation recommendations /li /ulh3Planning, governance New Projects /h3ulliTrack the CRM and loyalty operating budget and coordinate reward, material and gifting forecasts and stock needs with the relevant teams /liliCoordinate CRM with E-commerce, Paid Media and regional stakeholders /liliContribute to the strategy (with insights on our clients for Mkt/E-store team with campaigns analysis recommendations) /liliSupport the testing and implementation of new features, tools and process improvements /liliMonitor relevant competitor activity and customer-engagement practices /liliTesting implementation of new features /li /ulpbWith four markets, four local-language versions and a high campaign cadence, a significant part of the role is dedicated to campaign production, localisation, platform set-up, quality control, deployment and customer-care follow-up. /b /ph3What will make you successful_ /h3ulliYou enjoy hands-on execution and take pride in accurate, on-time delivery even when several campaigns and market versions are moving at once /liliYou are highly organised, comfortable prioritising and able to make complexity visible through clear planning and concise communication /liliYou combine strong attention to detail with a customer-centric and commercially minded approach /liliYou take ownership, raise risks early and work effectively with multiple teams and external partners /liliYou are curious and improvement-oriented, while remaining pragmatic about operational realities /li /ulh3Your experience skills /h3h3Experience and technical skills /h3ulliAt least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations, ideally within e-commerce, retail, beauty or a multi-market environment /liliProven ability to translate a CRM strategy into effective direct communications across channels, including the definition and implementation of loyalty programmes /liliAbility to drive business performance through direct-marketing metrics, segmentation, data analysis and response measurement /liliStrong ability to analyse customer needs and turn insights into concrete actions. /liliExperience creating content, including copy and visuals, and managing newsletter and owned-media campaign projects /liliHands-on experience with CRM and campaign management platforms; Adobe Campaign experience would be a strong advantage /liliKnowledge of Salesforce Commerce Cloud and Zendesk would be an advantage /liliWorking knowledge of HTML for email; experience with BadSender, Email on Acid or similar tools would be beneficial. /liliStrong English; knowledge of Swedish, Norwegian, Danish or Finnish would be a significant advantage. /liliHighly organised and able to manage multiple campaigns and markets simultaneously /liliDetail-oriented and committed to on-time delivery /liliCustomer-centric, pragmatic and commercially minded /liliComfortable working in a fast-paced, highly operational environment /liliAutonomous with a strong sense of ownership /liliCollaborative across internal teams and external partners /liliCurious, solution-oriented and improvement-driven /li /ul #J-18808-Ljbffr