Customer Experience and Insight unit’s purpose is to execute Stockmann’s customer-centric approach by ensuring seamless premium customer experience and strong loyalty. As a team, we develop world-class loyalty program and act as customer's voice and advocate within our organization to ensure that every colleague has the most relevant customer-related insights and tools to support them succeed. We create
feelings, that last.
We are now looking for Customer Loyalty Specialist who has a passion for customers, numbers and customer data. With our team you will execute MyStockmann loyal customer strategy & program development on division and local level as well as develop MyStockmann business with omnichannel approach.
This is permanent position and you can be located in any of our Stockmann major Department store locations (Helsinki, Turku, Tampere, Tallinn, Riga).
You will be part of our passionate team of CX-professionals in the new Customer Experience & Insight -business unit and you will report to Chief Customer Experience Officer.
This is a great opportunity to do meaningful things for customers, take part in developing MyStockmann loyalty program with over 1,4 million members across 3 countries and deep dive into the retail world in one of the most iconic companies in the industry.
Your key responsibilities and accountabilities will include
- MyStockmann program development
Supporting & executing systematic development work in the area of customer loyalty & MyStockmann loyalty program. Working as a project manager or project team member for different development projects. Aiming to maintain & increase customer loyalty & customer experience.
- Loyal customer insight
Monitoring & collecting systematically loyal customer insights in omnichannel environment. Interacting with loyal customers, listening to their voice and using that insight actively in the development work. Bringing insights together, analyzing the success of different actions taken utilizing customer data and feedback both from customers and internal stakeholders. Building conclusions and proposals based on analysis.
- Working as a spokesperson for loyalty
Ensuring that internal communication is properly carried out including instructions and trainings when needed. Participating in internal development projects led by other functions and ensuring, that MyStockmann perspective and customer-centricity is kept in the center.
- Drive engagement and change
Act as a customer's voice and advocate within the organization, support change management by challenging & sparring across the company in the field of customer excellence & customer loyalty.
Customer loyalty is with its work and in collaboration with many other functions driving clear financial KPIs which are tightly linked with Stockmann’s overall targets.
- MyStockmann data & growth hacking
Responsibility for MyStockmann customer data, customer data growth hacking and analysis, recommendations for customer activations & analysis of the actions taken. We want to increase the customer knowledge within company by developing different tools and reports but also provide analyses of the customers to different projects and processes
You will work in close cooperation with Customer Experience, Brand and Storytelling, Stockmann Style, Omnichannel Merchant and Omnichannel Digitalization units.
What do You need to have to succeed in this role?
- Relevant educational background
- Relevant experience and knowhow in the field of customer loyalty and loyalty programs
- Analytical, customer-oriented and merchant mindset
- Data-driven working style combined with good teamwork and influencing skills
- Experience in service design
- Passion and experience for customer communication and consumer insights with “can-do” attitude to get things done
- Feeling comfortable in an international environment and participating in many different types of projects at once
- Fluency in both written and spoken English (including professional vocabulary), knowledge of Finnish, Swedish, Estonian or Latvian is seen as an asset
Why should You join us?
Salary in range from 1600-1900 depending on competence level and benefits according to company policy.
We offer You an interesting and challenging position in rapidly changing retail business. Our new strategy offers inspirational challenges which we are happy to implement in our marketing strategy, including loyalty and partnership side of our business. You will have an excellent opportunity to develop yourself further and our great team supports You in Your work.
Commitment to responsible operations is embedded in our values and daily ways of working. In our CSR work this means commitment to sustainable development and offering our customers inspiring and responsible shopping experiences.
Motivated and engaged retail experts are the backbone of our business. We treat our employees fairly and equally according to the principle of equal opportunities. We offer our employees good benefits, including significant purchasing advantage.
We put our Customer in the center, we act with Courage, and we do this Together.
Would you like to know more?
If you have any questions, please do not hesitate to call Chief Customer Experience Officer, Katja Gunnelius, +358503761125 on either Thursday 07.07. at 10-11 am or 14.07. at 10-11 am EEST (GMT+3).
If you have any questions in regards of the recruitment process, please contact firstname.lastname@example.org
Are you who we are looking for?
Please send your application via our recruitment system, including your CV and salary request, at the latest on 24th of July 2022. We are going through applications as they come in, so don’t hesitate to send your application right away!
Seize the opportunity and join us!