CX & Loyalty Lead

Zwaagdijk | 38h/week

We’re growing. We’re improving. We’re passionate. Are You?

Do you like to experiment, be in a role where you make real impact, and express your creativity? Do you enjoy doing so on an international scope?

Is it important to you to analyse and share your findings about the customer journey and advise the business on what is going well and what is needed to make improvements? Are you enthusiastic about developing and leading loyalty programs?

If the answer is yes to the above:

Take Action now!

Come and join our team as a CX & Loyalty Lead.

In this role, you will be responsible for the customer experience (CX) and making the customer journey transparent for Action customers. You will also develop the loyalty program to increase customer engagement across all channels.

You will be reporting to the Digital Marketing Manager CRM & Loyalty and will be part of the Digital department.

While there is rarely a ‘typical’ day, here’s a snapshot of some of the key parts of the job:

• You conclude data and insights to guide innovations and improvements that will contribute to customer satisfaction.
• You are able to clarify the impact by setting up KPIs and developing dashboards.
• Focus on engagement, customer satisfaction, and customer behaviour.
• Your challenges involve developing the vision and roadmap and involving the entire organisation, to allow them to experience the added value of customer insights.
• You are responsible for the loyalty program, which contains the development of the program, as well as making sure new features are developed by the agile development teams.
• As part of your vision, loyalty will also become a fixed part of the brand and marketing strategy, and you will be responsible for launching specific loyalty campaigns and sending personalized communications to customers.

You’re going to enjoy this job if you also…

• Like to work together with other teams (Customer Insights team, Marketing, and CX Platform team)
• Know better than anyone how to launch initiatives that create a fear-of-missing-out among customers and how to build a personal connection with customers.
• Can take a creative and pragmatic approach to achieve results and know-how to make this transparent from a SMART perspective.

What you'll need. YOU:

• Have at least five years' experience in customer experience (CX) and loyalty programs as well as experience in implementing new solutions
• Have professional and intellectual capacities at an academic level
• Have a good command of Dutch and English (both spoken and written)
• Also show leadership and be ambassador for agile way of working
• Have strong analytical skills.

What you can expect from us:

A competitive salary and benefits package is a given, but you can also expect:

• A job at a dynamic, international organization with plenty of room to grow.
• A great team and supportive colleagues
• 24 paid vacation days with the option of purchasing 5 extra days (based on 38 hours per week).
• Laptop and smartphone
• Flexible working/ Flexible work hours
• Continuous learning

Do you want to benefit from the opportunities offered by a commercial winner in the dynamic retail industry?

Are you ready to take Action? Apply now!