Head of Customer Loyalty

The Head of Customer Loyalty is responsible for crafting and executing strategies that boost customer retention, engagement, and loyalty for Toyota and Lexus. By leveraging personalized communication and effective CRM initiatives, this role ensures tailored, timely, and impactful customer interactions that align with business objectives.
 

Your Role
Loyalty Strategy Development:

• Define and implement loyalty and CRM strategies to enhance customer retention and engagement.
• Design personalized communication plans tailored to various customer segments and touchpoints.
• Optimize vehicle lifetime value through strategic initiatives.

CRM Management:

• Oversee CRM system integration, ensuring efficient data collection, analysis, and utilization.
• Manage 1:1 customer communications (e.g., product updates, after-sales campaigns).
• Develop automated lifecycle campaigns to engage customers at key stages (onboarding, retention, re-purchase).
• Ensure data quality and compliance with GDPR guidelines, improving processes for data collection across multiple channels.

Lead Management:

• Supervise the lead management process, ensuring effective nurturing and conversion.
• Align lead management strategies with sales and marketing goals while monitoring performance metrics.
• Collaborate with call centers and dealerships to ensure strong follow-up and optimized conversion rates.

Team Leadership & Development:

• Lead and mentor a team of CRM, email marketing, and loyalty specialists.
• Foster a customer-first and data-driven culture within the team.
• Collaborate with cross-functional teams to align loyalty initiatives with broader marketing efforts.

Budgeting & Performance Tracking:

• Manage the loyalty budget and ensure a high ROI on CRM activities.
• Monitor and report on performance metrics to drive continuous improvement.

Your Profile

• Fluent in Dutch and French, with a strong command of English.
• Higher degree in marketing with a strong experience in a marketing-related role.
• Proven expertise in CRM management, loyalty campaigns, and lead management, including end-to-end processes for lead generation and conversion.
• Strong leadership and team development skills.
• Well-organized, detail-oriented, and analytical thinker.
• Affinity or interest in the automotive sector.

Why Join Us?

• Be part of a dynamic team dedicated to delivering exceptional customer experiences for Toyota and Lexus.
• Lead impactful loyalty initiatives and make a tangible difference in customer engagement.
• Collaborate with talented professionals in an innovative and data-driven environment.
• Enjoy opportunities for growth and professional development in a supportive, team-oriented culture.

Your Talent Acquisition Partner : Elise Falmagne

All qualified candidates will be considered for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, nationality, or disability.