Description
Job Description
JOIN OUR TEAM
Our mission is simple: we make journeys easier and more enjoyable for our customers. We want to lift their spirits by delivering little boosts along the way. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey's going, we can help you get there.
Member Experience ManagerType of Employment: Permanent
Location: Preferably Stockholm, Sweden.
Other possible locations: Copenhagen, Denmark or other Circle K offices in Europe
Visa requirements: A valid work permit from the EU/EEA (relocation assistance is not provided)
THE ROLE
Reporting to the Director Member Experience within our Global Europe Loyalty department, The Member Experience Manager plays a crucial role in ensuring a seamless and rewarding experience for EXTRA customers throughout their journey with the company. This role is responsible for overseeing the loyalty customer journey, developing initiatives to enhance the Customer Value Proposition (CVP), and collaborating with stakeholders to align strategies with business objectives. By leveraging data-driven insights and fostering cross-functional collaboration, the Member Experience Manager drives continuous improvement in the customer experience and maximizes customer satisfaction and loyalty.
WHAT YOU'LL DO
Here are ways that you'll help make journeys better:
Loyalty Customer Journey Management:
Analyse and optimize the loyalty customer journey to enhance overall customer experience.
Continuously monitor and update the customer journey map from a loyalty strategy perspective.
Define the future state of the customer journey based on the strategy and identify opportunities for enhancement.
EXTRA CVP Development:
Develop and implement new initiatives to enrich the Customer Value Proposition (CVP) for loyal customers, to strengthen the customer journey.
Conduct market research to understand customer needs and preferences.
Collaborate with cross-functional teams to execute initiatives aimed at enhancing the EXTRA CVP.
Gap Analysis and Closure:
Conduct gap analysis to identify areas of improvement in the loyalty customer journey.
Plan and implement activities to address identified gaps and improve the overall customer experience.
Work closely with relevant teams to ensure timely execution of gap closure activities.
Stakeholder Collaboration:
Collaborate with internal stakeholders, including marketing, RSO, and function teams, to align the loyalty customer journey with business objectives.
Ensure consistency and coherence across all touchpoints by aligning strategies with other functions.
Facilitate communication and collaboration between teams to deliver a unified customer experience.
Data-Driven Decision Making:
Utilize data analytics to prioritize activities and initiatives for the loyalty customer journey.
Work with the Loyalty team and IT to prioritize activity plans based on data insights.
Incorporate customer feedback into the planning and implementation of updates in the customer journey.
IT Integration:
Collaborate with the product team to implement technological solutions that enhance the loyalty customer journey.
Ensure seamless integration of loyalty programs and systems with other IT infrastructure.
Monitor and optimize IT systems to support the desired customer experience together with the product team.
Continuous Improvement:
Monitor key performance indicators (KPIs) related to customer satisfaction and loyalty.
Conduct regular reviews and evaluations to identify areas for improvement.
Iterate and refine strategies based on feedback and performance data to continuously enhance the customer experience.
WHAT YOU'LL NEED
We want you to join our team! Here's what we're looking for:
Qualifications:
Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred.
Proven experience (3 years) in a similar role focused on customer experience management, loyalty program management, or related areas.
Strong understanding of customer journey mapping, segmentation, and customer lifecycle management.
Experience in developing and implementing customer-centric strategies to drive retention and loyalty.
Proficiency in data analysis and interpretation, with the ability to derive actionable insights from customer data.
Excellent project management skills, with the ability to manage multiple initiatives simultaneously and drive projects to completion within deadlines.
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
Experience in stakeholder management and the ability to influence and align stakeholders towards common objectives.
Knowledge of IT systems and tools related to customer relationship management (CRM) and loyalty program management.
Strong analytical and problem-solving skills, with a results-oriented mindset and a focus on continuous improvement.
Prior experience in the retail, e-commerce, management consulting or other FMCG industry is preferred.
WHY WORK WITH US
Our office employment opportunities offer you career growth with an international company, plus a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you. Here's some of the exciting perks we offer:
Alimentation Couche-Tard is a proud receiver of Gallup Exceptional Workplace Award (GEWA) for 3 years in a row.
Complete benefits packages (health insurance, pension contribution etc.).
Possibility to enroll in stock purchase plan.
Employee discount on fuel and in our stores.
Paid time off plan including vacation, sick days and personal days.
Work in a collaborative, dynamic, high performing and diverse team.
Learning opportunities to develop new skills and to evolve professionally in a fast-growing company.
Hybrid work to allow a sustainable work-life balance.
At Circle K, our culture is shaped by our team members and how we treat each other. Our guiding principles are the core values we live by and inform all our actions and business decisions. You can find them at Values and Culture | Circle K. We hope they resonate with you and look forward to discussing them during your interview.
INTERESTED?
We encourage you to apply by April 30th, 2024. The candidates will be reviewed on continuous basis.
You don't meet all the necessary qualifications? At Circle K, we are fully committed to creating a diverse, inclusive, and genuine work environment. Therefore, if you're enthusiastic about this role but your background doesn't perfectly match every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Contact person:
Patrick Wass
Director Global Loyalty
e: patrick.wass@circlekeurope.com
m: +46 70 429 68 60
Only applications received through our online system will be considered, not via e-mail. We are looking forward to your application!
We know great companies are built from within, by great people like you. Come grow with us!
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