Your Tasks

• Development of short-, mid-, and long-term customer engagement strategy with focus on growth, customer knowledge, and (re)activation of customer base
• Creation of new concepts and further development of existing ideas to strengthen personalized communication, presentation, and services across all sales and communication channels
• Definition of requirements in collaboration with IT departments and business stakeholders
• Temporary assumption of the PMO role within long-term cross-channel personalization projects
• Preparation of business cases and responsibility for corresponding roadmaps
• Preparation of presentations and documents for stakeholders, product teams, and leadership at various organizational levels
• Identification and evaluation of innovative service providers and technologies to support strategic development and optimize time-to-market
• Preparation of decision-making documents for management to improve relevant business processes
• Establishment and evaluation of KPIs, reporting structures, and success measurement systems
• Collaboration with national departments (Sales, Marketing, CRM, Store Organization, Customer Care, Online, App) and international departments (Product Team, Product Owner, Tech) to ensure implementation of initiatives

Your Profile

• Completed studies in business administration, marketing, communications, economics, or comparable qualification
• 5-7 years of professional experience in omnichannel (digital/offline), strategy, customer strategy development, operationalization of strategic frameworks, business case development, and project management in implementation/development phases
• Expertise in e-commerce (Webshop, App), customer relationship management, direct communication, loyalty programs, automation, customer journeys, personalized communication, recommendations, and/or analytics
• Proven experience in multi-quarter strategic projects in personalization and customer engagement
• Strong understanding of data-driven marketing, customer loyalty, and ecosystems that enable personalization (technology and data) as well as current market trends (including AI)
• Strategic competence in the development of mid- and long-term roadmaps while identifying quick wins
• Project management experience including creation of business cases that drive measurable impact and customer value
• Experience in stakeholder management and communication with diverse groups across all organizational levels
• Advanced proficiency in English, German is a plus
• Willingness to travel occasionally

About Us

In the newly transformed global Customer Value Management unit, we have embarked on a journey to deliver best-in-class, seamless , and personalized experiences to our customers. We operate across channels, countries and product offerings. As a result , reporting into department head customer strategy and personalization , we are looking for someone who is passionate and bold enough to join our ambitious journey.