Customer Experience, Loyalty Lead

Stockholm (SE)
02 Dec 2021
01 Jan 2022
Customer Service
Contract Type
Full Time

Totême is looking for a Loyalty Lead to join the Customer Experience team in Stockholm on a full-time basis. You will be acting as the loyalty champion in the organization and will team up with our CRM Coordinator to leverage our CRM efforts around one of the most innovative projects that Totême is curating to promote growth and client engagement. You will contribute to set the global vision for retention and loyalty at Totême as well as team up with CRM, Customer Experience, Retail, Brand & Marketing departments to bring ideas to life and grow the offering of this initiative. The successful candidate will be equal parts creative and analytical, delighting our customers with new experiences while measuring the effectiveness through advanced analytics.

The role 

  • Manage the overall process for the Loyalty Project with guidance of Customer Experience Manager
  • Ensure ownership and accountability to accomplish strategic goals of the Loyalty Project set each Fiscal year
  • Within the scope of this project, manage both internal and external stakeholders in terms of development (ranging from marketing to tech initiatives)
  • Guarantee effective collaboration and clear communications to manage all team members and dependencies
  • Own and drive roadmap of new development/ideas (what) – together with Marketing Strategist, Customer Experience Manager, and CRM coordinator
  • Project lead new development/ideas from end-to-end
  • Keep improving customer journeys/flows in the Loyalty Project
  • Lead front-end development roadmap towards with support from our Head of Tech 
  • Analyze performance of program and leverage the loyalty logic to upgrade segments and identify areas of improvement to enrich Totême’s loyalty offering

Your profile

  • Previous experience in Digital Project Management D2C companies (high-end fashion and luxury companies will be valued)
  • Previous experience within Loyalty efforts such as e.g. CRM, retention acivitites or Loyalty programs  
  • Excellent communication and presentation skills
  • With sales experience, preferably from an eCom or Retail organization

About you

  • Passionate about Totême with an understanding of the brand and aesthetic
  • Knowledge in, interest and understanding of the fashion industry and digital initiatives
  • Self-motivated, solution-oriented and hands-on
  • A strong team player with a positive outlook and collaborative approach
  • An organised multitasker with strong problem-solving skills and attention to detail
  • Business and results-oriented with a strong commercial drive
  • Highly analytical with proven track record of data-driven insights into successful tactics
  • Quality-centric with great attention to detail
  • Fluent in English


This is a full time position based at Totême's Stockholm office.