Job Description

The team, position & mission

At Orange Business, we’re seeking a dynamic and experienced CRM Loyalty Project Manager 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 Project Manager

For your first assignment, you will be dedicated full-time to the CRM Operations & Loyalty team of a prominent international company in the luxury industry. Reporting directly to the Head of CRM Operations & Loyalty, you will support a major transformation programme aimed at bringing two established loyalty programmes closer together and progressively creating a unified customer proposition.

The programme combines a broad customer loyalty proposition with a premium, subscription-based proposition designed for highly engaged customers and collectors. The transformation involves multiple business, technical, legal and operational dependencies, as well as close collaboration with CRM, e-commerce, marketing, product, retail, analytics, legal, finance and IT teams.

This is primarily a project management and coordination role. You will connect the different workstreams, structure the programme, monitor dependencies and ensure that all stakeholders remain aligned and on track. The internal business and technical teams will retain responsibility for defining business requirements and configuring the relevant systems. Your role will be to provide structure, visibility, momentum and effective communication across the programme.

In this role, your responsibilities include:

• Loyalty Transformation Programme Coordination
  Support the definition and execution of the strategic roadmap to progressively reshape the client’s existing loyalty programmes into one unified customer proposition. Coordinate the different workstreams and ensure that strategic objectives are translated into clear and actionable plans.

• Project Planning & Dependency Management

  Build and maintain a comprehensive and realistic project plan, including key milestones, dependencies, critical path items, risks and mitigation actions. Develop and manage Gantt charts and other project management tools to provide visibility on progress and upcoming priorities.

• Cross-functional Stakeholder Coordination

  Act as the connecting point between the CRM Operations & Loyalty team and subject matter experts across e-commerce, CRM and IT, marketing, product, retail, analytics, legal, finance and external partners. Ensure alignment on scope, responsibilities, priorities, dependencies and delivery timelines.

• Programme Execution & Progress Tracking

  Drive progress across the different workstreams without direct hierarchical authority over the contributing teams. Monitor delivery, identify potential roadblocks, facilitate issue resolution and maintain accountability across stakeholders to keep the programme on schedule.

• Project Governance

  Support the setup and ongoing management of the project governance framework, including steering committees, working groups and regular status meetings. Prepare agendas, document decisions, maintain action logs and ensure timely follow-up on agreed actions.

• Communication & Executive-ready Documentation

  Translate complex processes, technical dependencies and project updates into clear, concise and compelling messages. Prepare structured presentations, programme updates and decision-making materials tailored to both operational subject matter experts and senior stakeholders.

• Change Management & Adoption

  Contribute to communication, onboarding and change management activities to support the progressive adoption of the unified loyalty proposition across teams and markets. Help stakeholders understand the programme’s objectives, impacts, dependencies and expected outcomes.

• CRM Ecosystem Understanding (is a plus)

  Develop a clear understanding of the client’s CRM and customer data ecosystem, including the connections between customer databases, CRM platforms, e-commerce systems, online and offline channels, stores and external partners. You will not be expected to configure the platforms, but you should be comfortable operating in a complex CRM and systems-integration environment.

As an ideal candidate you have

• 3+ Years of Relevant Experience

  A minimum of three years of professional experience in CRM, loyalty, consulting, project management or programme coordination. Experience managing complex, cross-functional initiatives involving business, technology, processes or systems integration is essential.

• CRM & Loyalty Understanding

  Previous exposure to loyalty programmes and their core mechanics is strongly preferred. You understand how customer propositions, benefits, tiers, subscriptions, exclusive products, gifts, communications and customer engagement initiatives can interact within a loyalty ecosystem.

• Strong Project Management Skills

  Hands-on experience in project planning, dependency mapping, roadmap development, milestone tracking, risk management and execution monitoring. You are comfortable creating structure in complex environments and ensuring that multiple workstreams progress in a coordinated manner.

• Outstanding Communication Skills

  Excellent written and verbal communication skills, with the ability to rapidly understand complex topics and explain them clearly to different audiences. You can produce concise project updates, facilitate discussions and create high-quality presentations and documentation.

• Cross-functional Stakeholder Management

  Proven ability to coordinate diverse stakeholders across business and technology functions. You are comfortable working with subject matter experts, technical teams, business teams and external partners, even when you do not have direct authority over their priorities or schedules

• Proactivity and Autonomy

  A pragmatic, hands-on and solution-oriented mindset. You are a self-starter who can work independently, take ownership of deliverables, structure ambiguity and move initiatives forward while knowing when to involve the wider team.

• CRM Technology Awareness

  A general understanding of CRM architecture, customer databases and connected systems is beneficial. Deep technical expertise or hands-on platform configuration is not required, as technical implementation will remain the responsibility of the client’s IT teams.

• Luxury or Premium Brand Exposure

  Previous experience in the luxury industry, retail or with premium consumer brands is considered a strong advantage. Familiarity with international and omnichannel customer environments would also be beneficial.

• International Exposure & Language Skills

  Excellent English proficiency, both spoken and written, is mandatory, as English is the primary business language. German would be particularly helpful when collaborating with stakeholders in Switzerland and Austria. French or Italian would also be considered an advantage.

• Collaborative and Independent Working Style

  You are a doer who performs well in a trust-based and flexible management environment. You can build relationships quickly, work independently and collaborate effectively with colleagues across different functions, countries and areas of expertise.

What we offer you:

• Hybrid ways of working with access to our modern & collaborative office in Geneva, Morges, Bern & Zurich

• The customer is based in canton Zurich, Switzerland. 1 day / week is mandatory at their office.

• 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 & Data, 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.