CRM & LIFECYCLE MANAGER

Start: As soon as possible 

Location: Zürich, 100%

THE FELFEL B2C GROWTH TEAM & YOUR IMPACT

FELFEL is a start-up based in Zürich, Switzerland. The company has revolutionized the way people eat at work with its intelligent technology - ‘the FELFEL fridge’. The company is one of the fastest growing start-ups in Switzerland with over 60 employees.

The B2C Growth team uses data-driven insights to understand, manage, and drive end-customer demand. Their goal is to fulfill our end customers’ dreams - and fill their bellies – at every point in the customer lifecycle. They weave insights into every step of the customer journey in order to increase customer engagement and reach: What do our eaters like to see in their office fridge? What kind of additional products would they appreciate? How to we reach even more eaters?

YOUR ROLE:

As a member of the B2C Growth Team, your world will revolve around increasing reach – the number of eaters we have at each site – by creating an amazing experience at every point along the customer journey.

DESIGN/BUILD/RUN LOYALTY PROGRAM

• You get to design and build a world-class loyalty program from the ground up. You’ll find the best strategies for identifying and celebrating our ‘top’ eaters, as well as for increasing engagement with our entire end-customer base.


• Your goal is to increase reach, so you use recognition, gamification, and engagement activities to do so. You’ll design the interface, recommend the best technology, even name the different status tiers! You’ll work closely with our Food Scout team, which will support you with branding and product expertise.

CREATE APP/MULTI-CHANNEL STRATEGY

• You create our multi-channel Customer Touchpoint strategy. Your immediate focus will be on one channel in particular: the FELFEL App. We are planning for a go-live date in July 2019, so you are comfortable with moving an idea to reality quickly, and confident enough to push it through.


• You will lead the project, creating the concept and designing features for the loyalty program and other customer journey points, and will ensure its delivery by working with an external development team.


• You also determine other touchpoints we should use to engage the end customer. WhatsApp? Slack? Something completely different? You decide and make it happen.

IMPROVE CUSTOMER LIFECYCLE STRATEGY (CONTINUOUSLY)

• You own the entire customer lifecycle strategy, from welcome/onboarding/education to engagement/retention, and if necessary, to reactivation.


• You understand all aspects of the customer journey and identify opportunities to drive the right behavior, delight our eaters, and build even more customer loyalty at each step in the process.


• You use Voice-of-Customer techniques and objective data to constantly generate customer insights that can be used throughout the business.

WHAT WE OFFER:

• A chance to build something from scratch and make a deep impact: the FELFEL loyalty program is at the core of the company’s marketing strategy, and it has a significant impact on the company. You bring it to life!


• Lots of good (like really good ;)) food: just steps away from your desk – we’ll make all your food dreams come true


• Awesome customers: we have great, open customers that love to provide feedback and engage with us


• Beautiful office in Zürich, Switzerland: a large open space on the top floor with lots of room to socialize with (or to hide from) other team members. P.S. there is a Lausanne office, too, where you can escape to every now and then if you like


• International start-up atmosphere: the company language is English – our team is very diversified and consists of over 10 nationalities


• Very little red tape. If you like to get things done, this is your place – we want ‘doers’ not ‘followers’ ;)


• Great place to work: we are a family business with strong values & beliefs - a great, warm-hearted team is waiting for you.

WHO YOU ARE / WHAT YOU BRING:

• Empathy: a crucial skill for this role is empathy, which will help you to understand the customer journey – including pain points - and to build a perfect, new loyalty experience for them


• Analytical skills: strong analytical skills, and a passion for the right tools to tease insights out of data and communicate them to the business. Excel is a must; SQL and Tableau/data visualization/etc. would be a huge asset


• Tech skills: You are comfortable with HTML and are familiar with mobile technology, email marketing platforms (we use Mailgun and MailChimp), and automatization. You are able to express technical requirements clearly.


• Language skills: English & German are required. You will write a lot of the content on your own - therefore excellent German and English writing skills are a must, and French would be a big plus.


• Sense of humor: Humor is a core value at FELFEL - and as you are customer-facing, of course you need to own that too ;)


• Fast learner: We like to learn new things, fail fast and explore new territories - so do you


• Non-smoker: You never smell like cigarettes and don’t smoke during the day: FELFEL is about healthy living.

HOW YOU APPLY:

• Interested? Then please send your CV to hr@felfel.chincluding a short video where you explain why you are our new loyalty program manager (yes, FELFEL goes with the time! - but no worries, a short 2 Minute video from where you stand made by a phone is totally fine)


• Please make sure to mention the job title 'CRM & Lifecycle Manager' in the subject line and mention by when you could start!

WHO WE ARE, THE FELFEL COMPANY:

• FELFEL revolutionizes how people eat at work with smart technology. The intelligent fridge 'FELFEL' makes it possible - good food all day long for employees at work by the best local chefs.


• Over 40'000 employees in Switzerland already benefit from a FELFEL fridge at work in over 300 companies. 

• FELFEL is a family-owned company and supports small, local producers in Switzerland. Sustainability is a core company value. The company has won several prestigious awards, among others the Swiss Economic Forum Award in 2017 and the E&Y entrepreneur of the year award.


• The company was founded in 2013 and counts over 60 employees today. Friendship, respect, 'eating good food together' are key elements of its company culture. More insights on our company and our team you can find on our LinkedIn, Facebook, Instagram and of course our Website.