Loyalty & CRM Manager
Il y a 6 mois
**Le Pain Quotidien: a Belgian concept**:
Le Pain Quotidien is a bakery-restaurant chain founded in 1990 by Alain Coumont. Alain was displeased with the quality of the bread in Brussels, so he decided to start making his own sourdough bread using just 4 ingredients: water, flower, salt and time. His concept was successful since by now there are over 200 Le Pain Quotidien restaurants in 20 countries.
**The position**:
As Customer Engagement Manager - Loyalty Manager you will be responsible for developing and implementing our loyalty program, called Tartine Club, and CRM strategies to drive customer retention and engagement for Le Pain Quotidien. You will deploy all energy and passion to bring satisfaction to our members towards the brand. Below we added a detailed list of the different scopes and responsibilities within this role.
**Manage, run and improve our loyalty Program**
- Monitor existing features and implement new functionalities.
- Plan, executive, monitor and analyse the performance of campaigns and activations in alignment with marketing plan.
- Collaborate with the marketing, IT, operational teams and third-party providers to promote loyalty programs through various channels.
- Offer new rewards and features to further engage new and existing members.
- Deploy program to new markets and countries in collaboration with local teams and third parties.
**CRM Strategy and Implementation**:
- Develop and execute CRM strategies to improve customer acquisition, retention, and satisfaction. It includes trigger marketing, optimized customer journeys and seasonal activations.
- Manage the CRM database, ensuring data accuracy and integrity
- Utilize CRM data to segment customers and create targeted and personalized marketing campaigns.
**Customer Insights and Analysis**:
- Analyse customer data to gain insights into behaviour, preferences, and trends.
- Prepare reports and presentations on loyalty program and CRM performance.
- Use data to identify opportunities for improving customer experience and loyalty.
**Campaign Management**:
- Manage loyalty functionalities in the app, website and loyalty platform.
- Personalize marketing messages based on customer data and behaviour.
- Track and measure campaign performance, optimizing for best results.
- Set up new mechanics through loyalty platform, test in POS systems, pilot and launch.
**Collaboration and Leadership**:
- Work closely with cross-functional teams including marketing, operations, and IT.
- Lead and mentor junior team members (interns), providing guidance and support.
- Stay up to date with industry trends and best practices in loyalty programs and CRM.
**Budget Management**:
- Manage the budget for loyalty programs and CRM initiatives: monitor generosity vs program costs in close collaboration with finance and ops.
- Ensure cost-effective use of resources while maximizing ROI.
**Your profile**:
- You have a Master’s degree in marketing, Economics, Business Administration, or a related field.
- A minimum of 5 years of experience in loyalty program management, CRM, or a related field.
- Proven track record of developing and managing successful loyalty programs and CRM strategies.
- You have strong analytical skills with the ability to interpret data and translate it into actionable strategies.
- You are proficient in any CRM software and tools
- You are a good communicator both in English, French and Dutch.
- You are a creative thinker with the ability to develop innovative marketing solutions.
- You have a customer-centric mindset with a passion for enhancing customer experience.
- You are motivated by working in a fast-paced environment
- You are detail-oriented and highly organized.
- You are results-driven with a proactive approach.
**About us & our offer**:
Le Pain Quotidien is internationally active with the HQ located in Brussels at Tour & Taxi. You’ll work in an international and diverse team of 12 people with each their own expertise. You will be expected to commute to the office 4 days a week. We offer a competitive salary based on your experience with a company car and the other common advantages.
**Interested?**
**Job Types**: Full-time, Permanent contract
**Benefits**:
- Company car
- Eco vouchers
- Food allowance
- Fuel card
- Hospitalization insurance
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- 13th month salary
- Vacation money
Work Location: In person
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