Customer Club Manager – VIP Loyalty Program

About the role

We are looking for a Customer Club Manager to lead and develop Factory 54's customer loyalty program, including its VIP community. This role focuses on strengthening long‑term relationships, deepening engagement and creating highly personalized, premium and memorable customer experiences.

Key responsibilities

• Develop and implement the overall Customer Club strategy, including VIP program and concierge services.
• Plan, manage and execute targeted marketing campaigns for existing and prospective members.
• Maintain and enrich the customer database with segmentation, profiling and opportunity identification.
• Drive acquisition, engagement, retention and overall growth of the loyalty program.
• Design personalized customer journeys and lifecycle communications using marketing automation.
• Build and nurture relationships with Club members, especially VIP customers, to create memorable experiences.
• Analyze performance data, monitor KPIs and translate insights into actionable recommendations.
• Collaborate with internal stakeholders across Retail, Customer Service, Marketing, Digital and Sales to ensure a seamless experience.

Required profile

• 2+ years managing a customer loyalty or customer‑centric marketing program.
• Experience with VIP customer programs is a strong advantage.
• Strong analytical mindset with ability to turn data into actionable initiatives.
• Excellent written and verbal communication skills.
• High emotional intelligence and a genuine passion for fashion, luxury and premium customer experience.

Required skills

• Hands‑on experience with CRM platforms.
• Experience with marketing communication platforms.
• Familiarity with marketing automation tools.
• Data analysis capabilities.