Loyalty Specialist

3 ore fa

milano, lombardia, Italia DECATHLON Communication & Marketing Tempo pieno

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Contract Details: Full time (40h/week), 2 days/week smart working

Division: Marketing

Direct Team: Customer Growth

Start date: As soon as possible

THE CORE TASKS

Design and execute the promotional and engagement roadmap across all channels (web, app, in-store) to ensure business profitability and program growth.
Design and optimize the \"Earn & Burn\" loop and develop rewards catalog to maximize customer lifetime value and satisfaction.
Execute omnichannel loyalty campaigns that bridge in-store and online customer experiences.

Platform Management & Data

Manage the loyalty platform technical setup, including segmentation, promotion monitoring, and troubleshooting.
Analyze campaign performance and market trends to deliver actionable insights and ROI-focused reporting.

Process & Collaboration

Collaborate with global product teams and local stakeholders to refine customer identification processes and UX.
Align internal departments on loyalty priorities through clear, strategic communication and knowledge sharing.

PERFORMANCE INDICATORS (KPIs)

Growth & Acquisition: Total number of active customers and volume of new accounts.
Engagement & Retention: Active redeemer rate, churn rate, and loyalty program CSAT scores.
Revenue & Behavior: Average revenue per user, purchase frequency, and the percentage of identified transactions.
Marketing Consent: Overall Opt-in percentage.