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CRM & Loyalty Lead

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CRM & Loyalty Lead

Location: Hybrid | Antwerp or Amsterdam
Experience: 5+ years of experience in CRM, retention, lifecycle, or loyalty marketing

Build customer relationships that last

At Loop, CRM is more than sending campaigns. It is how we build meaningful relationships with our customers and keep them coming back. As our CRM & Loyalty Lead, you own the customer journey from first purchase to long-term loyalty, creating personalised experiences that feel relevant, valuable, and unmistakably Loop.

By combining data, creativity, automation, and AI, you’ll find new ways to build and convert our database; growing customer engagement, loyalty, and lifetime value. You lead the CRM & Loyalty team and work closely with partners across the business to make CRM one of Loop's most important growth engines.

The Role

You define and execute Loop's CRM and loyalty strategy across email, SMS, push notifications, WhatsApp, direct mail, referrals, and loyalty programs.

You combine commercial thinking with customer understanding, using data, experimentation, and personalisation to drive sustainable growth while strengthening the customer experience.

Working closely with teams across Ecommerce, Growth, Brand, Studio, Data, Tech, and Customer Experience, you ensure CRM remains one of Loop's most important growth engines.

What You'll Do

  • Own Loop's CRM and loyalty strategy, driving lead generation, channel revenue, customer engagement, and lifetime value

  • Build personalised customer experiences across channels, from acquisition through loyalty

  • Turn customer insights, experimentation, and AI into measurable business growth

  • Lead CRM initiatives around key brand moments, partnerships, BFCM, and product launches

  • Lead and develop a high-performing CRM & Loyalty team

  • Partner across Ecommerce, Growth, Brand, Studio, Data, and Tech to maximise customer impact

  • Ensure our CRM ecosystem, processes, and capabilities scale with the business

You Won't

  • Focus only on campaign execution without thinking about the broader customer lifecycle

  • Optimise short-term revenue at the expense of customer experience or brand value

  • Rely on generic communication instead of using data and personalisation to create relevance

  • Wait for perfect information before testing, learning, and improving

  • Work in isolation rather than partnering with stakeholders across the business

  • View CRM solely as a customer engagement or brand-building function rather than a driver of incremental revenue and business value

How You'll Succeed

You understand how to balance commercial performance with long-term customer loyalty. You know how to turn customer insights into lifecycle strategies that drive measurable business impact while creating experiences customers genuinely value.

You bring structure to complex initiatives, prioritise effectively, and maintain momentum across multiple workstreams. Whether working with leadership, creative teams, analysts, or technical stakeholders, you communicate clearly and build alignment around customer-focused decisions.

You combine analytical thinking with creativity, constantly looking for new ways to improve performance through experimentation, technology, and AI-powered solutions.

What You'll Bring

  • 5+ years in CRM, retention, lifecycle, or loyalty marketing within a D2C or ecommerce environment

  • You love performance and feel comfortable owning ambitious KPIs

  • You combine analytical thinking with creativity

  • You're deeply customer-centric and always looking for better ways to engage and retain customers

  • You're comfortable leading others, but enjoy being hands-on too

  • You have deep experience with Klaviyo and are excited by the potential of AI, automation, and new technologies; experience with Yotpo Loyalty & Referrals is a strong plus

Loop isn't for everyone. We might not be a match if you:

  • Prefer execution over strategy and ownership

  • Focus only on performance metrics without considering the customer experience

  • Avoid collaboration, feedback, or cross-functional decision making

  • Struggle to prioritise in a fast-moving environment

  • See CRM as a channel rather than a key driver of customer relationships and brand loyalty

Still interested?

Great. If you're excited by the challenge of building a world-class CRM and loyalty program, leading a talented team, and helping shape how millions of customers experience Loop, we'd love to hear from you.

Interview Process

  • Application Window & Recruiter Interview : 20 June - 4 July

  • Hiring Manager Interview: 6 July - 10 July

  • Business Case & Team Interview: 13 July - 24 July

  • Target Start Date: 7 September / 5 October