JOB SCOPE AND MAIN RESPONSIBILITIES: The overall responsibility of the customer engagement loyalty specialist is to participate in the construction of the loyalty strategy and loyalty programs for each of the brands of the EssilorLuxottica Group. The role has the objective of driving growth by building tailor made engagement and retention activities, adapted to different types of products and customers. The role will be working across all brands of the EssilorLuxottica Group and across both retail and e-comm channels with an omni-channel approach. AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES - Participate in the construction and roll-out of loyalty programs, by: - defining the business requirements, interacting with cross functional teams to gather needs, opportunities and constraints - interacting with the IT teams to define the technical requirements that meet the business expectations - elaborating and updating project documentation - working with the other members of the CRM team, the e-commerce team and the retail team to set up and manage loyalty benefits and offers - cooperating with brand, marketing and retail operations teams to design and implement the launch communication plan - partnering with the Leonardo training team and the retail operations teams to develop and roll out training materials for the store associates community - collaborating with the analytics team to create and update loyalty reports, automate them and diffuse them to business stakeholders - Present and professionally articulate the business value of projects to a diverse group of users, both business and IT - Leverage customer insights and competitive landscape to identify opportunities to increase and optimize the engagement of the customers in already rolled-out loyalty programs; collaborate with the global CRM team, the brands teams and the e-comm & retail business teams to implement those activities to grow the database and its brand advocacy. - Track and analyze KPIs such as loyalty enrollment, retention rate, activity rate,and develop strategies to improve them. - Partner with IT resources to design and implement innovative tools to facilitate customer engagement and loyalty; scout and manage vendors for developing new capabilities. - Partner with store operations team to make sure that the customer experience is continuously updated and optimized for both the customers’ and the company’s benefit