Customer Loyalty Manager - Global Online Business

Volvo Cars is on an ambitious journey to re-define the customer experience related to car usage and ownership. Combining digital technologies and innovative services, we are committed to offer the most personal solutions in mobility. While Volvo Cars is pushing the boundaries within electrification, design, safety leadership, sustainability and more – some of the most exciting action is happening in the area of online sales.
We are building up Volvo Cars online sales capabilities and driving the shift towards direct consumer sales. Our aim is clear – to provide customers with modern, flexible and hassle-free ways to own a car, whether through a Care by Volvo subscription, lease, loan or cash. By that, shaping the future of the automotive industry.

What do we offer?
For the development of our Global Online Business, we will strengthen the team with a Customer Loyalty Manager. This role reports to the Head of Sales Enablement & Loyalty at Global Online Business.
You will work in a cross-functional team and together with your colleagues, who specialize in different areas within Sales Enablement and Loyalty, you will help to improve the customer experience and customer loyalty. The scope of this role is global and covers all markets in which we are operational with our direct online business. 
Your mission
Your mission within this position is to understand the needs and wants of our customers and transform that knowledge into innovative loyalty concepts, designed to increase customer lifetime value.
You will be the customer loyalty owner for our direct online business and develop a vision, strategy, and program concept, building on Salesforce as our customer engagement platform (Marketing, Sales, and Service Cloud).
By generating and analyzing customer insights and data you will conceptualize and steer the implementation of a customer loyalty program. You will collaborate with interface functions such as Offer, Marketing, CX, and digital product teams to ensure your vision and plan for a customer loyalty program is withheld. It is your task to secure the creation of omnichannel communication measures around the customer loyalty program.
The work also includes contributing and influence the development on our CRM’s communication automation. And to develop business requirements and set implementation roadmaps for how your initiatives effects Salesforce and integrated systems.

You and your skills
You are curious by nature and have a passion to deliver customer value, building on your outstanding ability to understand and make use of each aspect of customer data. You are familiar with developing business requirements, translating and packaging requirements into deliverables, and secure the delivery end to end. 
Above all, what we’re looking for is someone who will embody Volvo’s values as a caring, customer-centric organization and is passionate about converting our philosophy into actions and measurable results. To succeed in this role, we believe that your background and skills include:
* A proven track record in developing, executing, and optimizing loyalty programs.
* Sound knowledge of and experience working with large-scale CRM-systems, preferably Salesforce.
* Good understanding of web- and app-technologies as well as for analytics tools.  
* Outstanding and fluent communication skills in English.


Your previous positions might involve working as a CRM or loyalty manager, ideally in an e-Commerce environment. And to be able to fully contribute within this position we believe you have great organization skills and an ability to balance short-term business objectives with long-term goals. We are looking for people who are true relationship builders, enjoy collaboration and take accountability, as the ability to work within teams is key for success. We believe that you have a degree in business administration or a related field.

Location
HQ Gothenburg or Stockholm

How to learn more and apply
Please apply via the link no later than April 20th 2021. Applications and CVs will not be accepted via email. In this recruitment, we use qualifying questions and will therefore not require any cover letter. If you have any questions regarding the recruitment process you are welcome to contact Senior Recruiter Lisa Eldén at elden.lisa@volvocars.com or if you have questions regarding the position please contact recruiting manager Andreas Nordh andreas.nordh.4@volvocars.com.