Manager planning

In Massimo Dutti, we’re looking for a passionate Loyalty Manager to lead our Loyalty Program and strategic initiatives, for our HQs in Barcelona (Tordera).

It’s a global role, reporting directly to the Head of Marketing. The ideal candidate will have a strong background in loyalty management, being adept to developing strategies to enhance customer retention and maximize Customer Lifetime Value (CLTV).

Responsibilities: Define and implement the Loyalty Program:

Massimo Dutti Feel

strategy, following up and coordinating the program online and offline. Define the benefits structure, focusing on improving retention and CLTV. Align with online and offline piers the communication strategy. Analyze impact of the program & results, together with Data Team, adjusting it based on observed inputs. Prepare repots to summarize the impact and present it to Top Management. Segment properly our customers to maximize the program impact and obtain the right insights, comparing our customers online and offline. Define different initiatives to maximize the data capture beyond the Loyalty Program, making sure all data is correctly captured. I.e. how to increase the number of leads captured. Make sure everything is implemented adjusted to current budget and anticipate possible deviations to adjust them. Collaborate closely with all impacted departments, to make sure the different initiatives are properly implemented in all markets and touchpoints. A comprehensive and coherent customer experience is key. Benchmark best practices in the fashion industry for Inbound Strategies and Loyalty Programs, specifically in top tier brands, moving away from the typical discounts scheme in the Loyalty case. Report together with Data Team the different initiatives and maximize their impact. Propose continuous improvements to maintain the program attractive and competitive. Follow up technical implementation together with Tech Team, making sure all necessary requests are available for them. Provide the necessary support to Customer Service to solve all arising questions.

Required Skills: University Degree: Business Administration, Marketing or related field. Languages: Spanish and English (Business Level). At least 7 years managing a Loyalty Program, preferably in the fashion industry. Experience as Product Owner and Agile knowledge preferred. Experience with Loyalty tech solutions and CRM solutions, being able to write functional requirements. Agile knowledge preferred. Analytical capabilities: it will be a very analytical role, therefore confidence with numbers is critical. Communication: excellent verbal and written communication skills. Proactivity: the role requires proactive proposing new solutions and ideas. Organization: organizational skills are essential to succeed.