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
• Several 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.

The best solutions come from bringing together diverse perspectives. Embracing diversity is key to achieving our vision of becoming the Experience Champion. We value inclusion, foster equal opportunity, and welcome you to be part of our team.