Head of Customer Loyalty

il y a 2 semaines


Zaventem, Belgique Inchcape Temps plein

-ZaventemCorporate functionsToyota/LexusThe Head of Customer Loyalty is responsible for crafting and executing strategies that boost customer retention, engagement, and loyalty for Toyota and Lexus. By leveraging personalized communication and effective CRM initiatives, this role ensures tailored, timely, and impactful customer interactions that align with business objectives.

**Your Role**
Loyalty Strategy Development:

- Define and implement loyalty and CRM strategies to enhance customer retention and engagement.
- Design personalized communication plans tailored to various customer segments and touchpoints.
- Optimize vehicle lifetime value through strategic initiatives.

CRM Management:

- Oversee CRM system integration, ensuring efficient data collection, analysis, and utilization.
- Manage 1:1 customer communications (e.g., product updates, after-sales campaigns).
- Develop automated lifecycle campaigns to engage customers at key stages (onboarding, retention, re-purchase).
- Ensure data quality and compliance with GDPR guidelines, improving processes for data collection across multiple channels.

Lead Management:

- Supervise the lead management process, ensuring effective nurturing and conversion.
- Align lead management strategies with sales and marketing goals while monitoring performance metrics.
- Collaborate with call centers and dealerships to ensure strong follow-up and optimized conversion rates.

Team Leadership & Development:

- Foster a customer-first and data-driven culture within the team.
- Collaborate with cross-functional teams to align loyalty initiatives with broader marketing efforts.

Budgeting & Performance Tracking:

- Manage the loyalty budget and ensure a high ROI on CRM activities.
- Monitor and report on performance metrics to drive continuous improvement.

**Your Profile**
- Fluent in Dutch and French, with a strong command of English.
- Higher degree in marketing with a strong experience in a marketing-related role.
- Proven expertise in CRM management, loyalty campaigns, and lead management, including end-to-end processes for lead generation and conversion.
- Strong leadership and team development skills.
- Well-organized, detail-oriented, and analytical thinker.
- Affinity or interest in the automotive sector.

**Why Join Us?**
- Be part of a dynamic team dedicated to delivering exceptional customer experiences for Toyota and Lexus.
- Lead impactful loyalty initiatives and make a tangible difference in customer engagement.
- Collaborate with talented professionals in an innovative and data-driven environment.
- Enjoy opportunities for growth and professional development in a supportive, team-oriented culture.

**Your Talent Acquisition Partner**: Elise Falmagne

**APPLICATION PROCESS**:
**1. Apply**:
**2. Tell us a bit more**:
If we think there’s a possible match, you’ll have an initial contact with our Talent Acquisition partner by phone or video call. We’ll get to know each other a bit better and see if there’s a spark between us.

**3. Tell us everything**:
There is definitely a spark. Time to meet your potential future manager for a more in-depth interview. We’ll discuss your skills, experience and drive. It’s also your chance to ask everything you want to know about us.

**4. Final check**:
Welcoming people to our community means a lot to us. That’s why we often do additional checks. Like a personality test, a business case presentation, a reference check or a one-day job trial.

**5. Contract**:
If we both feel you’re a good fit, you’ll get a formal job offer from us. If you accept, you get to sign, celebrate and discuss your start date.



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