Welcome to the world of Lindt - where our rich and diverse culture embraces change while cherishing our history. At Lindt, we believe that excellence lies within each and every one of our employees. That's why we've created a one-of-a-kind environment where our team members can take risks, challenge the norm, and help build the Lindt brand for generations to come.
We have team of talented individuals, we're on a mission to Enchant the World with the Chocolate. We're searching for imaginative thinkers who can recognise opportunities, generate innovative ideas, and build strong relationships with our consumers and customers. Whether you're dreaming up new product concepts, refining our marketing strategy, or helping us connect with chocolate lovers around the globe, you'll play an integral role in our mission to make the world a sweeter place.
The Customer Loyalty Specialist supports the development and execution of customer relationship strategies that drive retention, engagement and lifetime value for MyLindt Rewards. You will manage the day-to-day CRM operations and execute Lindt’s CRM, email marketing and loyalty strategies across Retail Stores and the eShop, working cross-functionally with eShop, Marketing, Digital, Consumer Service and Retail teams to bring campaigns to life.
We’re looking for a proactive, curious and commercially minded CRM enthusiast who thrives on turning customer insights into meaningful and memorable experiences.
Manage the day-to-day CRM and MyLindt Rewards loyalty activity – ideation, briefing, testing, building and executing campaigns, and adapting Global loyalty strategy and automated journeys to the local market
Design and deliver CRM and email marketing strategies that elevate consumer engagement, grow customer lifetime value and drive revenue across Retail Stores and the eShop
Lead the growth of the loyalty program through new member acquisition and existing member retention via targeted email, platform enhancements and promotional initiatives
Develop a strong CRM calendar that balances brand and commercial needs, coordinate A/B testing, and ensure all communications align with brand tone, compliance and data privacy requirements
Manage customer data quality within the CRM platform, build and optimise audience segments using behaviour, purchase history, lifecycle stage and predictive insights, and identify opportunities for personalisation across channels
Support the development of automated lifecycle journeys (welcome, re-engagement, win-back, post-purchase) and recommend enhancements to improve retention and loyalty metrics
Track, measure and report on CRM performance (open rates, click-through, conversion, retention and revenue), create weekly/monthly dashboards for Retail, Senior Management and Global teams, and provide CRM insights and custom audiences to support performance marketing
Maintain CRM systems, workflows and customer profiles, liaise with IT and external partners to troubleshoot and implement upgrades (e.g. Magento, LAYA, Selligent, GK POS), and engage directly with Stores to train and embed MyLindt Rewards as a key customer retention focus
3-5 years’ experience in marketing, loyalty and customer experience, ideally within Retail or FMCG, with a Business/Commerce degree (marketing focus preferred)
Hands-on experience with CRM platforms such as Selligent, Salesforce Marketing Cloud, Klaviyo, Braze, HubSpot or Adobe Campaign, and a solid understanding of marketing principles and best practice
An analytical mindset with proficiency in Excel, reporting dashboards and analytics tools, and familiarity with HTML email editing and the Microsoft Suite
Agile and solution-focused, thriving in a fast-paced environment with strong time management, prioritisation, project management and problem-solving skills
A self-starter with a mature approach and can-do attitude, confident interacting with all levels of the business and communicating in a clear, convincing and constructive way
A genuine team player who lives our values of Excellence, Innovation, Entrepreneurship, Responsibility and Collaboration
An emphasis on a positive environment, allowing career and personal growth, celebrating your achievements and recognising your successes
An engaging and creative workplace full of passionate individuals that embraces diversity and thinking differently
Hybrid working environment
A priority on maintaining a healthy work/life balance
A paid day off on your birthday!
Are you ready to Enchant the World with Chocolate? We'd love to get to know you!
Skills Required
- 3-5 years' experience in marketing, loyalty and customer experience
- Business or Commerce degree
- Experience within Retail or FMCG
- Hands-on experience with CRM platforms (Selligent, Salesforce Marketing Cloud, Klaviyo, Braze, HubSpot, Adobe Campaign)
- Experience with Magento, LAYA or GK POS integrations/maintenance
- Proficiency in Excel, reporting dashboards and analytics tools
- Familiarity with HTML email editing
- Proficiency with Microsoft Office suite
- Strong project management, prioritisation and problem-solving skills
- Strong communication and stakeholder management skills
What We Do
The Lindt & Sprüngli Group - premium chocolate for more than 175 years Lindt & Sprüngli is recognized as a leader in the market for premium quality chocolate, offering a large selection of products in more than 120 countries around the world. During 175 years of Lindt & Sprüngli's existence, it has become known as one of the most innovative and creative companies making premium chocolate. The beginnings of Lindt & Sprüngli are in 1845, when father and son for the first time manufactured solid chocolate in their small confectionery Sprüngli & Son, at that time yet a partnership. Since then, the company has gone through many different eras, but the entrepreneurial spirit and passion for making chocolate that drove both the Sprüngli family as well as Rodolphe Lindt, when he invented the first truly melting chocolate and later on sold his business to Sprüngli, are still alive. Today, quality chocolate products by Lindt & Sprüngli are made at 12 own production sites in Europe and the USA. They are distributed by 36 subsidiaries and branch offices, in more than 530 own stores, and also via a comprehensive network of more than 100 independent distributors around the globe. With more than 14,500 employees, the Lindt & Sprüngli Group reported sales of CHF 5.2 billion in 2023.
