- Location
- Zurich Zurich Switzerland
- Employment
- Full-Time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 12, 2026
About Swarovski
Swarovski began cutting crystal in Wattens, Austria, in 1895. Today its work spans crystal production, jewelry design and retail. The house also supplies crystals to designers working in fashion and couture.
Swarovski seeks a Head of CRM Operations and Loyalty to lead customer data strategy, CRM operations, and the Swarovski Club Loyalty program in Zurich. The role oversees data governance, CRM platform transition, loyalty performance, and personalized customer engagement while partnering across IT, marketing, Customer Experience, vendors, and analytics teams.
Role & Responsibilities
- Govern the accuracy, integrity, and compliance of customer data across CRM platforms, ensuring effective data collection and management practices.
- Oversee CRM system use in support of marketing, sales, and customer service, driving automation, segmentation, and personalization.
- Develop and implement loyalty programs that increase customer retention and lifetime value.
- Define and execute the clientele strategy with the Customer Experience team to enhance personalized interactions.
- Lead the strategic transition to a new CRM platform, collaborating with IT, vendors, and key stakeholders to ensure seamless integration with existing business processes.
- Establish and monitor loyalty KPIs, working with analytics teams to track and optimize program performance using customer insights.
- Provide thought leadership in CRM and loyalty, tracking industry trends and bringing innovative approaches to customer relationship management.
Qualifications
- University degree in Mathematics, Engineering, Economics, HEC, or Marketing.
- 8–10 years of experience in CRM, loyalty programs, or customer engagement roles in an international or Swiss market setting.
- Proven expertise in leading CRM platforms, such as Salesforce and Microsoft Dynamics, and experience with Customer Data Platforms.
- Strong analytical mindset and ability to derive actionable insights from customer behavior and engagement metrics.
- Exceptional leadership and stakeholder management skills, with a track record of driving cross-functional collaboration.
- Strong project management abilities and experience leading complex, multi-stakeholder initiatives.
- Fluency in English.
- Strategic yet hands-on approach, passion for creating outstanding customer experiences, and a data-driven mindset.
Skills
Experience
8–10 years in CRM, loyalty programs, or customer engagement roles in an international or Swiss market setting.
Education
University degree in Mathematics, Engineering, Economics, HEC, or Marketing.
Workplace
This position is based in Zurich, Zurich, Switzerland.
Explore jobs in Zurich or in Switzerland.
Benefits
Learning and career development programs; global employee assistance program covering mental, physical, and emotional health, managerial support, and financial and legal matters; hybrid and flexible work options; paid volunteering leave; exclusive employee discounts on Swarovski products; full accident insurance coverage; attractive pension fund conditions; subsidized public transportation or free parking; employee canteen with buffet.
Culture
Product knowledge is part of the sales role. Advisors explain how cut and color affect a crystal and help clients distinguish the crystal collections from Swarovski Created Diamonds.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.