CX and Loyalty Lead

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(Fulltime 38h)

Are you a passionate Senior CX and Loyalty Specialist with the right experience and skills in online customer experience and loyalty? And do you want to work for a successful international retailer? Action is currently in a very exciting phase with great digital growth, so join our team!

Daily Activities

As Senior CX and Loyalty Specialist at Action you will be part of the Customer Experience and Insights team, reporting directly to Customer Experience & Insights Manager. Together with your team you build a great customer experience with a particular focus on being the voice of the customer within the digital marketing team.

Your responsibilities:

  • Collaborating with all commercial teams (Digital, Marketing, Buying) to develop a thorough understanding of our customers in order to drive Action brand loyalty. You help the commercial teams transform friction points into hypotheses, user stories and business cases
  • Setting up creative best-practice CRM & loyalty campaigns
  • Actively monitoring, understanding and optimizing performance of CRM & loyalty initiatives
  • Translating strategic goals (e.g., goals on retention, value per customer, lifetime value) into a clear and well-defined initiatives
  • Working with UX and Product Owners to propose and focus on key improvement projects.
  • Developing and building identifiable Customer Personas that bring our key user types to life 
  • Performing in-depth analysis (along with the Customer Insights Analysts ) of customer behavior and campaign performance, and identifying improvement initiatives 
  • Coordinating user experience research and user tests with Store Operations, Product Owners, CRO and our UX designers to better understand the customer- and user-experience at Action.
Who are you

As a Senior CX & Loyalty Specialist you have a unique set of skills that help improve customer engagement. You formulate plans for leveraging existing customer data and touchpoints to deliver relevant content. You design campaigns to optimize (loyalty) engagement. You understand what it means to be loyal to a brand and how to drive that loyalty amongst customers. You understand that this is not gained in an instance or driven by one promotion or fancy campaign, but something that is earned and cultivated in time. You have the drive to redefine best-practice CRM campaigning to engage our customers. You are up to date with trends and opportunities, particularly in the CRM / loyalty domain and you have a good balance between marketing (why) and technical knowledge (how) to get things done. You’re the ultimate team player and mentor for your team members, you lead by example. In the past you have demonstrated your skills in working cross-functionally in an organization, synthesizing data from various sources and crafting cohesive, strategic, actionable recommendations for marketeers and product owners.

Besides that you have:

  • A completed academic degree or equivalent capacities, preferably in economics, business (informatics), or IT
  • A minimum of 3-5 years CRM or digital marketing experience
  • B2C experience in e-commerce is highly desirable
  • Knowledge of CRM data management processes and software
  • A passion for understanding and driving a great customer experience and a deep interest in analyzing customer behavior.
  • Experience in working with multidisciplinary teams 
  • Strong communication skills, you’re well able & comfortable talking/aligning with commercial teams within Action 
  • We are looking for a builder, who is able to create new campaigns and operations from the ground up, as well as being motivated to set up new processes & a new way of working
  • Familiarity with ambiguity and the need to self-start on solutions. Pragmatic with a can-do mentality
  • A data-driven and agile mindset, able & willing to constantly adapt to changing realities
  • Fluent command of Dutch & English 
What we offer you

We open stores internationally on a weekly basis. The rapid growth makes Action a successful organization and requires the organization to continuously adapt. It is expected that the department will expand further, so there are plenty of opportunities for growth. In addition, the expansion of Action brings challenges in the online field. With an enterprising and proactive attitude you can contribute to the further professionalization of our Digital department. Besides that we offer:

  • Market-based salary based on a 38-hour working week.
  • A company car, laptop and a telephone.
  • Bonus scheme based on personal - and business objectives.
  • 15% staff discount on your purchases from Action.

Furthermore, Action was crowned best retailer of the year in 2018 and achieved this through the revolutionary way in which we expand and continue to focus on our customers. Our marketing is all about understanding the motivation and needs of our customers and our desire to keep surprising them. 

Personal growth
The Action Academy offers various training modules with which you can further develop. Programs in areas such as leadership, communication, Excel and project management are offered in-house. In addition, external development and / or training opportunities are negotiable. 


For more information about the application procedure, please contact our Senior Recruiter Commerce Jorieke Hogeland via WhatsApp: 06-19356529. You can only apply via the online application form!

While we appreciate the offer of assistance, unfortunately Action does not accept unsolicited resumes from search firms. All resumes submitted by search firms to any employee at Action via-email, the Internet or directly without a valid written search agreement will be deemed the sole property of Action, and no fee will be paid in the event the candidate is hired by Action.

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