Manager - Loyalty and Customer Experience, Asia Pacific

The Manager - Loyalty & Customer Experience, Asia Pacific is responsible for driving a best-in-class, commercially sustainable Club Clarins loyalty ecosystem across APAC. This role will optimize loyalty strategy, member engagement, and customer experience by enhancing program value, profitability, and omnichannel execution.

Working closely with global, regional, and local teams, you will lead loyalty initiatives, develop regional best practices, support market implementation, and transform customer insights into actionable improvements that strengthen member loyalty and long-term business performance.

Loyalty Strategy & Performance Management

• Drive the continuous enhancement of the Club Clarins loyalty program to improve member acquisition, engagement, retention, and profitability.
• Optimize tier structures, rewards, benefits, and program mechanics based on customer insights and commercial performance.
• Establish and monitor KPIs to measure loyalty program effectiveness across APAC markets.
• Review market loyalty structures, reward catalogues, and gifting strategies to maximize member value while managing program costs.
• Assess the effectiveness of program mechanics (e.g. birthday rewards, milestone benefits, recycling initiatives) and recommend improvements.
• Partner with Regional Finance to monitor program P&L and drive sustainable profitability.

Loyalty Excellence & Market Enablement

• Act as the APAC subject matter expert for loyalty, providing strategic guidance and best practices across markets.
• Develop regional playbooks, governance guidelines, and toolkits to ensure consistent execution of Club Clarins.
• Design and deliver training in partnership with Analytics to improve market adoption and usage of loyalty dashboards.
• Drive omnichannel implementation of loyalty initiatives across Retail, E-commerce, and relevant third-party channels.
• Monitor industry trends, customer expectations, and competitor loyalty programs to identify innovation opportunities.

Regional & Global Project Management

• Lead APAC loyalty projects and represent regional business needs in global initiatives.
• Drive the successful rollout of regional and global loyalty initiatives across APAC markets.
• Lead the biannual Members Days campaign, including toolkit development, execution, and post-campaign evaluation.
• Partner with global and local stakeholders to ensure successful implementation of loyalty enhancements.

Customer Experience & Voice of Customer

• Lead Customer Experience initiatives across APAC, including NPS, customer surveys, and insight generation.
• Own the regional Customer Experience platform (Qualtrics) and collaborate with global teams on continuous platform enhancement.
• Translate customer insights into actionable recommendations and improvement plans across key customer touchpoints.
• Monitor Customer Care and NPS performance, providing regular reporting and driving continuous improvement initiatives.
• Facilitate regular regional CX reviews to ensure accountability and follow-through across markets.

About You:

• Bachelor's degree in Business, Marketing, Customer Experience, or a related discipline.
• Minimum 8 years of relevant experience, including at least 5 years of hands-on experience managing points-based loyalty programs within an omnichannel B2C environment.
• Experience in retail, beauty, luxury, FMCG, or other consumer-facing industries, preferably within a regional or international organization.
• Proven ability to leverage customer and business data to drive loyalty performance, customer engagement, and continuous improvement.
• Strong understanding of loyalty platforms, CRM, rewards mechanics, and customer engagement strategies.
• Hands-on experience with Customer Experience platforms (e.g. Qualtrics) and loyalty analytics.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Project management experience, with the ability to manage multiple initiatives and stakeholders.

We Have:

• Over 70 years of expertise in beauty and spa, with the Clarins and myBlend brands
• Unique products and innovative services
• A commitment to Social & Environmental Responsibility embedded in our raison dêtre
• A caring and inclusive corporate culture
• Development and training opportunities
• Attractive compensation and benefits
• A flexible work environment, with up to 1 day of remote working per week

If you have a curious mind, a thirst to go further, and the drive to boldly take on new challenges, join us.

About Clarins Group

A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose making life more beautiful, passing on a more beautiful planet, is a core commitment outlined in our by-laws.

Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

In line with our dual CSR mission of Caring for people, caring for the planet we take pride in offering a rewarding yet challenging work environment where everyone can thrive.

This culture allowed us to achieve the certification of Forbes World's Best Employers 2024, Forbes World's Best Employers 2024 for Women.

To learn more about our group and our commitments to people, visit www.groupeclarins.com.

Equal opportunity employer

We believe in making life more beautiful for our employees and our customers.

Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best

work.

We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).