CRM Loyalty Project Manager

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.

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 work streams, 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.

• 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 work streams and ensure that strategic objectives are translated into clear and actionable plans.
• 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 work streams 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.…