Head of Loyalty & Personalization

Head of Loyalty & Personalization

We are looking for a Head of Loyalty & Personalization

to join our Customer Experience & Insight team, which is responsible for the iconic Stockmann customer experience and loyalty. Our aim is to ensure a seamless experience to our customers throughout their journey with us and build lifelong relationships with our loyal customers. We will ensure that the most relevant customer & market insight is fueling our strategy & key business processes. Our team is an international group of passionate professionals, we value teamwork, different personalities and having fun when working together for the better customer experience.

The Head of Loyalty and Personalization plays a pivotal role in driving our marketing transformation, aiming to enhance agility and operational efficiency while elevating customer satisfaction and experience. This position is key in spearheading cultural transformation within the organization, aligning both physical & digital loyalty & personalization initiatives with overarching business objectives.

This is a temporary contract for parental leave cover until 31.08.2025. You will be located in our head office in the Helsinki Flag Ship store. However, we do work in a hybrid model so  you don´t need to be on-site every day but more on 50-50 basis.

Where is your expertice needed?

As Head of Loyalty & Personalization you will be responsible for developing and implementing a comprehensive loyalty strategy in alignment with our company's goals and values. You will lead, build, and maintain strong, profitable loyalty and customer experience. You have overall responsibility for the MyStockmann program, overseeing its ongoing concept development. Additionally, you will drive strategic personalization initiatives to enhance customer engagement and act as a business owner for specific loyalty and personalization projects.

In addition you will

• Lead and mentor a high-performing team dedicated to drive customer loyalty & program development and personalization

• Foster a customer centric culture throughout the organization

• Stay abreast of industry trends, emerging technologies, and best practices to continually enhance the loyalty and customer experience

What are we looking for?

You have 5+ years of relevant professional experience in a consultancy/marketing/CX role with specific focus on building loyalty programs and personalization-at-scale. Strong commercial, customer-centric mindset is a must.

You have:

• Deep understanding of customer loyalty and customer behavior

• Proven track record in driving loyalty & personalization initiatives and enhancing customer experience

• Excellent stakeholder management, presentation, and communication skills

• Solid understanding of CX, marketing and business KPIs and how to translate strategy into action

• Fluent oral and written communication skills both in Finnish and English

To succeed in this role, you must have a strong commercial, customer-centric mindset. As you are an analytical thinker, you excel in leveraging data-driven insights to address business challenges and communicate key findings to stakeholders effectively. You can get others on board with ideas and you see rather solutions ahead than problems.

Previous experience in a global matrix organization is considered a plus. 

Why should you join us?

If you want to take the next step on your career and leave your handprint which is visible to hundreds of thousands of consumers in Finland and Baltics - here is the number one position to look! You can influence in the most iconic customer experience and build future success together with great people. Your work will be the show case, which is followed up by our owners, staff, board members and everyone.

We offer you an interesting and challenging work field in the heart of retail business. We have low hierarchy, and we value new and innovative ideas, which gives you possibility to influence and develop. We offer the possibility to develop yourself through our virtual learning platform, different on-site trainings, and on-the-job learning. We offer competitive salary and good employee discounts, and you will be part of our bonus program as well.

Commitment to responsible operations is embedded in Stockmann’s 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 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 regarding this position, please do not hesitate to call Sara Toivakainen, Chief Sales & Customer Experience Officer, tel. +358408313369. Best time to reach: 23.4 at 9-10 or 26.4 at 12-13.

Are you the colleague we are looking for? 

Please send your application via our recruitment system including your CV and salary request.

We proceed with suitable candidates already during the application period and we might close the application period already before the last day.