Responsibilities

• Lead North American launch readiness, day-to-day program health, local roadmap planning, and performance follow-up
• Translate global loyalty strategy into locally relevant member journeys and initiatives, especially during the first months following launch
• Manage milestones, dependencies, risks, and readiness requirements with Global CRM & Loyalty and North American partners
• Serve as the regional loyalty-platform superuser, coordinating issue resolution, vendor support, documentation, reporting needs, and a prioritized improvement backlog
• Maintain program benefits, offers, member information, and operating processes alongside global and regional stakeholders
• Equip Customer Service, Retail, E-commerce, and other internal teams with clear training, documentation, knowledge articles, and escalation paths
• Own the regional loyalty calendar and coordinate campaign delivery with Marketing, E-Commerce, Email, Creative, Retail, Customer Service, Technology, and Global Loyalty teams
• Write clearly, actionable loyalty and CRM briefs that define the audience, objective, timing, offer, message, requirements, and success measures
• Define segmentation, targeting, and personalization priorities across the member lifecycle, including communication priorities, exclusions, and control groups
• Partner with channel and creative teams on member-facing communications, providing the loyalty strategy, benefit accuracy, and member experience input

Requirements

• 5+ years of relevant experience in customer retention, CRM, lifecycle marketing, customer engagement, or a related field
• Strong project management and operational skills, including the ability to manage concurrent workstreams, dependencies, and deadlines
• Experience with loyalty or CRM technology in an omnichannel retail or consumer environment
• Understanding of CRM tools, customer flows, lifecycle journeys, segmentation, personalization, and performance reporting
• Ability to translate business goals into clear requirements, campaign briefs, operating processes, and measurable outcomes
• Clear written and verbal English communication skills, with the ability to influence partners across functions, levels, and geographies
• Comfort collaborating across North American and European time zones as needed
• Bachelor’s degree in Marketing, Business, Communications, or similar; or equivalent practical experience

Preferred

• Experience launching or materially scaling a retail loyalty program
• Experience with points-based loyalty programs
• Experience in customer service or customer experience
• Hands-on email or CRM campaign execution experience

Benefits

• 401(k) with employer match to support your long-term financial wellbeing
• Comprehensive health and wellness benefits for full-time employees, including medical, dental, and vision coverage, long- and short-term disability
• Generous paid time off and paid company holidays to rest, recharge, and get outside
• Product discounts and access to Fjällräven outdoor events
• A strong commitment to sustainability, quality craftsmanship, and responsible business practices