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Customer Experience Manager (f/m/d)

Land : Deutschland Deutschland

Bundesland : Nordrhein-Westfalen

Stadt : Ratingen

Berufsfelder : Einzelhandel

Vertragsform : Festanstellung

Arbeitszeit : Vollzeit

Stellenbeschreibung

Esprit isn't just an Employer. It is more than a fashion brand, staying true to our core values of sustainability and diversity.
We are looking for real personalities. Smart characters with attitude, corners and edges. We love what we do. And so should you.
You are a team-player loving to take challenges together with your colleagues?
You would like to work in a company whose products are well-known and support such company in its success?
Then apply now as
Customer Experience Manager (f/m/d)
to support our Team. (ID 16287)
Your responsibilities
- You become a driver in the development of the future Esprit customer acquisition and retention strategy in terms of customers communication and loyalty benefits
- You lead the improvement of the Esprit Friends Program by continuous innovations
- In this context, you are responsible for:
- The increase of digital reachability of member base (newsletter & app)
- The implementation of new features as part of our customer loyalty program backed by data
- The definition and implementation of new and relevant member communication
- A customer centric adaptation of the loyalty program (e.g. implementation of new benefits & earn & burn mechanics)
- The branding of the loyalty program, in line with company values
- The management of all costs related to the friends program
- The implementation of all measures in an omnichannel approach (e.g. ensuring that measures add value for Ecom, Retail & Franchise)
- You share best practices pertaining to the customer lifecycle management with key stakeholders
- You continuous monitor and improve the performance:
- Customers net promoter score (NPS)
- Customer lifetime value
- CRM return on investment (ROI)
Your skills
- You have a degree in business, marketing or similar education with at least 3 years' experience in CRM / Loyalty programs/Digital marketing
- You have experience in Project Management and multi-channel communication
- You have a track record in improving customer value
- You have a well-developed analytical ability
- You have a good business acumen and attention to detail
- You have excellent communication skills in English
- You have experience with salesforce marketing cloud would be an advantage

Our Benefits
- We have a flexible mobile office arrangement that allows you to choose your work location at least two days a week, plus we have flexible working hours and every second Friday paid off!
- We are a team that places a lot of value on collegial and open cooperation, open feedback is always appreciated
- With us you get 40% staff discount on our entire product range
- We don't have a dresscode, you can wear whatever you feel comfortable in
- We offer you of course a subsidy for public transport or you can park on one of our free parking spaces
- We have an award-winning canteen that provides you with really tasty and healthy food every day
Are you a good match for this Job?
Then please submit an application with your salary expectations and an indication of your earliest starting date. Please feel free to contact Sophie Braun if you have any questions.
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