Senior Specialist - CRM and Loyalty

Senior Specialist - CRM and Loyalty

Location:

Arlington, US

Grow With Us:
Starting pay of $90,000 (with potential to earn $100,000 in the future). Final compensation will be determined based on factors including experience, and qualifications.

Employment Area: PR & Marketing

The Senior Specialist - Customer Relations Management (CRM) & Loyalty covers the core competencies of CRM & Loyalty, such as customer communication, strategy, data insights, operations, and partnerships. This role combines creativity with structured execution to drive user interaction and engagement within Lidl Plus. Beyond operational delivery, this position plays a vital role in continuously improving processes, exploring new ways to enhance customer engagement, and ensuring a consistent and premium Lidl Plus experience across all digital and physical touchpoints.

Customer Relationship & Team Coordination:

• Creates and maintains promotions and features in Salesforce and Marketing Cloud.
• Coordinates data input from internal systems and stakeholders.
• Performs quality checks before campaign launches.
• Plans and manages automated customer journeys across the customer lifecycle.
• Creates localized push notifications, in-app messages, banners and email communications.
• Plans and implements national loyalty campaigns based on international frameworks.
• Monitors campaign performance and implements optimizations based on results.
• Develops gamified mechanics that enhance user engagement and retention.
• Collaborates with Marketing to align concepts.
• Defines and manages customer segments for personalized campaigns.
• Plans and optimizes article selection for coupon and content personalization.
• Measures and reports on personalization performance and effectiveness.
• Manages projects, work processes, systems, and/or procedures to ensure efficient workflow.
• Updates guidelines, standard operating procedures, and instructional materials.
• Identifies, develops, and proposes opportunities for business and process improvement.
• Support in national and international projects, producing business requirements, performing business system tests and technical improvements.
• Collaborates with international colleagues to exchange learnings and drive alignment on CRM developments.
• Contribute to documentation, internal training, and onboarding of new team members to ensure operational excellence.

• Bachelor's degree in marketing, business administration, or a related field. (In lieu of degree: 3+ years of retail store/field leadership or Assistant Store Manager).
• 3–5 years of progressive experience in CRM, digital marketing, or loyalty program management.
• Hands-on experience building automated customer journeys and targeted lifecycle communications.
• Practical knowledge of customer segmentation methods and dynamic content execution.
• Proficiency in Google Workspace or related software.
• Technical proficiency in Salesforce Marketing Cloud (SFMC) or equivalent enterprise marketing platforms for managing promotions, email, push, and in-app channels.
• Data mining experience and related software knowledge (ie. Advanced Excel/Google Sheets, SQL).
• Reporting and dashboard tools/software experience (ie. Tableau, PowerBI).
• Strong written and verbal communication skills with the ability to adapt messaging for localized customer bases.

• Most work is performed in a temperature-controlled office environment.
• Must be able to sit for prolonged periods of time at a desk or computer terminal.
• May use keyboards, telephone, and standard office equipment in the course of a normal workday.
• Stooping, bending, twisting, and reaching may be required in the completion of job duties.
• Must be able to lift up to 25 pounds at times.

Personal Competencies: Implements planned operational changes effectively and flexibly applies established approaches to resolve problems. Demonstrates ambition in completing tasks to the highest standard while responsibly managing personal capacity limits.

Business Competencies: Maintains a structured overview of responsibilities and prioritizes tasks effectively in consultation with management to meet strict deadlines. Comprehends cross-departmental impacts and independently resolves recurring operational challenges within defined time and budget constraints.

Social Competencies: Communicates concepts clearly, shares proactive updates, and practices active listening to ensure full stakeholder alignment. Fosters trust-based cross-departmental relationships and addresses…