Loyalty and Reward Programs Manager (f/m/d)

Job description

Number 1 in Europe!

zooplus AG is Europe’s leading online retailer of pet supplies. With over 8 million active customers in more than 30 European countries and more than 2.000 billion Euro revenue in 2021, zooplus is comfortably the market leader in the online segment. At zooplus, we believe e-commerce to be the sales model of today and for the future. E-commerce has become one of the fastest developing areas of business. Modern logistics centers, and the use of and personalization, mean that online sales can be handled with increasing efficiency.


Our employees are the key to our success!

The zooplus currently consists of more than 1.000 interdisciplinary specialists and managers from more than 50 countries. So we can remain successful against our competitors in the future too, we are looking for individuals who can develop our business and help create a positive corporate culture by not only demonstrating versatile professional and methodological expertise, but also by showing a passion for performance, analysis and a solution-based approach. This includes dealing with rapid changes, intensive networking and an in-depth understanding of technology, the digital market and the business model's value-added chain.


The Loyalty and Reward Programs Manager will be responsible for systematic development and shaping of customer relationships through target group-relevant marketing and communication measures with the aim of increasing customer loyalty in the long term. Collaboration in the management and optimization of suitable customer loyalty and reward programs by means of continuous performance measurement regarding customer lifetime value. 

Essential job tasks:

  • Contribute to the management and further development of the centrally managed Customer Loyalty & Reward programs with the aim of sustainably strengthening customer loyalty across customer segments.
  • Continuous KPI monitoring and data-based customer analyses; derivation of measures to further optimize the programs.
  • Definition of new business requirements and close cooperation with the product owners during IT implementation.
  • Implementation and management of central campaigns to intensify customer engagement.
  • Definition of initiatives to integrate customer loyalty programs into cross-channel customer communications.
  • Close cooperation with local store managers, online marketing, and customer care in the international roll-out of new initiatives and campaigns.
  • Regular competitor benchmarking and market monitoring.

Requirements

  • University degree in economics with in-depth knowledge in marketing, customer loyalty and relationship management.
  • At least 3 years of relevant professional experience in a comparable position in the analytical and conceptual loyalty and reward programs environment.
  • Confident in data-driven analysis of customer requirements; ability to derive relevant measures from it.
  • Enthusiasm for online commerce and good understanding of processes and levers in e-commerce.
  • Good knowledge of CRM and customer engagement tools (eCommerce).
  • First demonstrable project management experience with (partial) project responsibility.
  • Very high IT affinity or ideally experience in the implementation management of business requirements.
  • Acting confidently in an international environment.