Director, Loyalty & CRM – Europe

About the role

Reporting to the VP Global Loyalty, this role leads the evolution of Levi's RedTab loyalty programme and customer engagement strategy across Europe. It owns the European loyalty and CRM strategy, operating plan and performance agenda, and defines how Levi's grows and engages its member base across a diverse portfolio of European markets. The position is hybrid, based at the London office three days per week.

Key responsibilities

• Own the European loyalty and CRM strategy and performance priorities within the global RedTab framework, translating global direction into regional plans
• Lead the growth and evolution of RedTab across Europe, including launches and pilots of new benefits and experiences
• Own the European CRM and lifecycle strategy across email, app, SMS and push, covering acquisition, onboarding, conversion, retention and reactivation
• Define the European member experience across stores, ecommerce, app and customer service, and partner with Digital Product and Technology teams
• Lead clienteling, member recognition and the use of first-party customer data, and connect loyalty and CRM experiences across digital and retail
• Own European loyalty and CRM targets, budget management and performance reviews, tracking KPIs such as active membership, retention, customer lifetime value and incremental revenue
• Lead and develop the European Loyalty & CRM team and collaborate with Ecommerce, Marketing, Retail, Analytics and other teams

Required profile

• 10+ years of experience in loyalty, CRM, lifecycle marketing or customer engagement in large, complex retail or consumer organisations
• Experience at Director level or leading work of comparable scale
• Proven track record of growth through loyalty and CRM programmes in a multi-market business
• Experience leading and developing high-performing teams and influencing senior stakeholders
• Experience working across European markets

Required skills

• Lifecycle marketing, segmentation, personalisation and owned-channel engagement
• Understanding of loyalty economics, customer lifetime value and incrementality
• Familiarity with CRM, CDP, loyalty and customer data platforms
• Commercial, analytical and communication skills

What we offer

• Expected starting salary of £98,500 - £130,700 per year
• Total rewards package including base pay, paid leave, product discounts and more