The team, position & mission

At Orange Business, we're seeking a dynamic and experienced CRM & Loyalty Business Consultant to join and enhance our Customer Experience team. As a CRM consultant, you will operate for global companies across various mandates, including consulting, project implementation, and staff delegation, with missions varying from several months to long-term assignments fully integrated within our clients' teams.

Your key areas of responsibility as CRM & Loyalty Business Consultant

For your first assignment, you will be dedicated full-time to the Global Customer Experience team of a prominent global retail company. Reporting directly to the Group Customer Experience Director, you will act as the crucial link between global strategy and regional markets (Europe, LATAM, and APAC), ensuring the successful deployment and optimization of CRM and loyalty strategies across multiple markets. You will coach local teams, promote best practices, and guide stakeholders toward a cohesive and impactful customer-centric approach.

In this role, your responsibilities include:

• CRM & Loyalty Program Coordination
  Support markets in optimizing their Loyalty Program value proposition, implementing innovative CRM use cases (gamification, customer engagement) and new communication channels (WhatsApp, SocialCRM, Line), ensuring consistent global execution and performance monitoring.
  
• CRM Campaign Optimization
  Evaluate ongoing CRM activities and campaign results, leveraging data-driven insights to recommend improvements and propose new initiatives (channels, content strategies, and customer engagement tactics) that enhance effectiveness and ROI.
  
• Customer Data & Analytics
  Regularly analyze CRM performance and Loyalty KPIs, summarizing key insights clearly and succinctly in business reviews. Proactively develop actionable recommendations and remediation plans based on analytical findings.
  
• Voice of Customer (VoC)
  Support regional adoption of global VoC standard operating procedures, monitor their effectiveness, and collaborate with markets to design and implement targeted action plans to enhance customer satisfaction and retention.
  
• Strategic CRM Implementation Projects
  Provide strategic support for selecting CRM software and system integrators (particularly for Europe), assist in defining clear business requirements, and support preparation and launch of CRM implementation projects. Additionally, support regionalization and organizational setup for APAC CRM activities.
  
• Stakeholder Coaching & Engagement
  Foster trust-based relationships with regional and local stakeholders. Offer guidance, operational coaching, and effectively convince and motivate markets to adopt global strategies, despite not having hierarchical authority. Ensure rapid resolution of issues through proactive and direct communication, maintaining responsiveness and agility.
  
• Professional Presentation & Documentation
  Craft and deliver high-quality, audience-appropriate presentations and documentation tailored both to operational stakeholders and executive-level leadership.

As an ideal candidate you have

• 5-8 years CRM Experience
  Proven expertise in CRM, Loyalty Programs, and Customer Analytics, ideally within the Retail/Fashion sector, enabling you to rapidly grasp market nuances and tailor strategic recommendations.
  
• Technical and Strategic Acumen
  Demonstrated ability to blend strategic thinking with analytical precision, effectively translating data insights into actionable strategies that drive business outcomes.
  
• Outstanding Communication & Interpersonal Skills
  Excellent written and oral presentation skills, able to confidently communicate with diverse international stakeholders, quickly establishing trust even remotely.
  
• Proactivity and Autonomy
  A strong sense of initiative and self-management, comfortable working autonomously, iterating quickly, and advancing from draft ideas to fully implemented strategic solutions in collaboration with global and local teams.
  
• Attention to Detail & Rigorous Approach
  Meticulous and rigorous, particularly when formalizing and documenting CRM strategies, performance reviews, and best practices.
  
• International Exposure & Language Skills
  Fluency in English (spoken and written) is mandatory. Proficiency in Spanish is highly desirable (for LATAM markets), and French language skills are advantageous.
  
• Fast Learning and Coaching Orientation
  Ability to rapidly understand complex environments and challenges, coupled with a strong pedagogical mindset, enabling you to coach, guide, and effectively address operational questions from market teams.

What we offer you:

• Hybrid ways of working with access to our modern & collaborative office in Geneva or Madrid
• The customer is based in Lausanne, but you can work fully remotely.
• We may work with tomorrow's technology, but at our core we are a people-oriented organization and we are proud to have our Great Place to Work certification
  
• An open and inclusive culture, that enables us to reach our full potential
• A community of experts - as Digital Natives, we put innovation at the heart of our expertise
• Read more about the benefits we offer here  

About Orange Business

Orange Business is a leading network and digital integrator company with offices in 65 countries worldwide, and part of the Orange Group.

Digital Services, a business line of Orange Business is a newly created division within Orange Business. In Europe the business line consists of approximately 1500 people distributed across 10 countries. We are digital natives, with innovation at the core of our business, which makes us a reliable partner close to our customers. Our joint mission is to help innovate, drive and lead them in their digital transformation challenges and business strategies in key digital domains, including Cloud, Customer Experience, Digital Workspace and Data & AI. As an agile and fast-moving digital business partner, the business line offers trusted end-to-end solutions and products that help businesses in a wide range of industries in the private and public sector transform their operations, enhance customer experience, and drive growth.

With our digital expertise, we are a strategic partner of Orange Business objectives to be a leading network and digital integrator with our team as a key growth engine.

The process
We screen applications on an ongoing basis, with the aim of conducting conversations and interviews as we receive them.

Interested but feel that you don´t match the criteria 100%? We encourage you to apply anyway! We believe in the potential of diverse skill sets, perspectives and individuality. We want to encourage everyone to be their authentic selves and your unique capabilities may align perfectly with our team's needs! Your perfect match might be the next job we are announcing, so why not have a head start and apply now!

Are you interested to read more about Orange Business? Visit our Website or follow our LinkedIn account.