Senior Programme Manager – Loyalty ( M/F/H )

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

We are looking for an experienced Senior Programme Manager - Loyalty.

Are you an experienced programme manager with a strong background in loyalty, CRM, customer engagement or customer value management? Have you successfully built, scaled or transformed a loyalty programme or similar customer proposition? Are you energized by connecting Marketing, Commercial, Digital, Data and IT to create measurable customer value?

Then this could be the right opportunity for you.

As Senior Program Manager - Loyalty, you will lead the next growth phase of the client's customer loyalty program. You will connect customer needs, commercial opportunities, data and digital development into a program that demonstrably strengthens customer loyalty and customer value.

The Challenge:

The foundation is already in place, but the ambition is to take the program to the next level.

You will provide strategic direction, identify new opportunities and propositions, create organisational alignment and drive the continued growth and impact of the programme.

The Team:

You will work closely with Marketing, Commercial, Digital, Data, IT and external partners. You will also act as the business owner and strategic sparring partner for the agile development team responsible for the digital implementation.

Product Owner activities are largely handled within the team. Your focus will be on the strategic direction, priorities, stakeholder alignment and overall business impact of the programme.

Key Responsibilities:

• Develop and execute the multi-year vision and roadmap.
• Identify and develop new commercial opportunities and loyalty propositions.
• Connect senior management, Marketing, Commercial, Digital and IT around a shared ambition.
• Develop business cases and advise on investments and strategic priorities.
• Drive KPIs such as churn, customer engagement, customer value and programme adoption.
• Build support and commitment among senior stakeholders and management.
• Initiate and lead organisation-wide improvements supporting their growth.
• Act as the strategic and business owner towards the agile development team.

Requirements:

• Minimum 8 years of experience in loyalty, CRM, customer engagement or customer value management, preferably in a B2C environment.
• Demonstrable experience building, scaling or transforming a loyalty programme or comparable commercial customer proposition.
• Strong commercial and marketing background.
• Proven programme management experience within a complex organisation.
• Several years of experience managing senior management and executive-level stakeholders.
• Strong experience with business cases, roadmap development and strategic decision-making.
• Analytical and data-driven, with experience in customer research, experimentation and KPI management.
• Entrepreneurial mindset with the ability to identify opportunities and turn them into results.
• Strong communicator who can influence and align stakeholders without formal hierarchical authority.
• Experience as a Product Owner or Scrum Master is a plus.
• Experience in energy, retail, telecom or financial services is a plus.

Key Skills:

• Strong self-awareness and ability to clearly communicate personal strengths, development areas and added value.
• Excellent stakeholder positioning and influencing skills.
• Clear, structured and concise communication style.
• Strong presentation, advisory and consulting skills.
• Ability to adapt communication to different audiences and organisational levels.
• Strong analytical thinking with the ability to distinguish key priorities from secondary issues.
• Ability to translate complex topics into clear, concise recommendations and decisions.
• Comfortable operating at both strategic and operational levels.

All our positions are open to both women and men and are, of course, open to people with disabilities.