Vacant job

About your role

As the Head of Loyalty & CRM at Åhléns, your mission is to develop and drive our loyalty program and CRM efforts with the aim of strengthening customer relationships, increasing loyalty, and driving profitable growth.

Our goal is for Åhléns Club to become Sweden's most loved and sales-driving loyalty program. You are responsible for developing a partner ecosystem to increase the program's appeal and relevance – all to create value in our members' daily lives. A central part of the role is to generate customer insights and translate them into business decisions. You ensure that we understand our customers' needs, behaviors, and value, and drive the shift towards a more insight- and data-driven Åhléns where customer data is used to create relevance, value, and growth.

You lead a specialist team and work closely with various parts of the organization, from marketing and analytics to retail and e-commerce. The role is both strategic and operational, where you set the direction, prioritize initiatives, and ensure that we use data and technology to create relevant and value-creating customer experiences.

Examples of responsibilities:

• Lead, coach, and develop the loyalty and CRM team
• Drive the development of the Åhléns loyalty program through content, structure, and offers
• Ensure program performance, profitability, and KPI tracking
• Develop and prioritize new initiatives based on data, analysis, and business benefit
• Work on business cases and valuation of investments within loyalty and CRM
• Ensure the use of data analytics for segmentation, personalization, and development
• Develop strategies for member offers and customer communication
• Follow and implement new opportunities within martech and loyalty platforms
• Ensure that work complies with legislation regarding data protection and privacy
• Collaborate with Åhléns Retail Media to develop new revenue streams
• Drive activation and training regarding the loyalty program in department stores and customer service

What we offer you:

Åhléns has been in many Swedish hearts for over 120 years. With a long history in retail, we continue to be driven by constant development. With us, you get to be part of an exciting journey where we combine our history with innovation and new ways of working to create a profitable and sustainable future.

With us, you get a strategic key role where you help build the future loyalty business in an organization that not only manages but actively develops and tests new things. There is great opportunity to influence, set direction, and create real business value.

What you bring to us:

• Several years of experience driving and developing loyalty programs or CRM work
• Documented experience in creating business results through customer loyalty and CRM
• Deep understanding of customer data, analytics, segmentation, and personalization
• Experience with martech and loyalty platforms such as Bloomreach and Antavo
• Experience leading and developing teams

To succeed in the role, we see that you are a business-driven and strategic leader who understands how customer relationships create value.

You are communicative and have the ability to anchor strategies and create engagement for progress. You are analytical and results-oriented, but also curious and innovative in how you develop offers and customer experiences.

Åhléns operates at a high pace of change and tempo. To thrive with us, you also need to enjoy change and drive development forward by combining structure with innovation.

With you on the team, we will become even better!

About the recruitment

The position is a permanent full-time role, and we would love for you to start with us as soon as possible. You will be based at our headquarters located at Dalagatan 100 in Stockholm.

As part of our recruitment process, we use Alva Labs work psychological tests to create a more accurate and fair assessment.

Selection and interviews may take place on an ongoing basis, and the position may be filled before the application deadline, so submit your application today!

As Head of Loyalty and CRM at Åhléns, you will become part of a passionate team driven by business acumen and entrepreneurship. We give you trust and the opportunity to grow in a developing environment. With that, we warmly welcome you to Åhléns!