Loyalty and Retention Manager

BILLA Bulgaria, part of the REWE Group, is one of the fastest-growing supermarket chains in Europe. Our mission is to deliver fresh, high-quality products to our customers while continuously innovating to meet their evolving needs.

If you're passionate about creating meaningful customer experiences, driving engagement through strategic loyalty initiatives, and collaborating across departments to bring innovative ideas to life, we have an exciting opportunity for you to join our team in Sofia as a Loyalty and Retention Manager.

In this role, you will lead the development and execution of loyalty programs and gamification strategies, helping us strengthen customer relationships and enhance the digital experience across our platforms.

YOUR AREA OF RESPONSIBILITY:

• Develop and execute a long-term strategic vision for customer loyalty programs that align with the company’s overall business objectives.
• Lead the design, implementation, and management of innovative loyalty initiatives and campaigns aimed at driving customer acquisition, retention, and engagement.
• Create and apply gamification strategies across digital platforms (BILLA App and website) to enhance user interaction and activity.
• Design compelling and valuable reward structures that meet customer expectations and elevate the overall customer experience.
• Analyze customer data and feedback to uncover behavioral trends and optimize loyalty strategies accordingly.
• Build and maintain strong relationships with vendors and sales partners to ensure the seamless execution of loyalty programs and promotional campaigns.
• Monitor and evaluate program performance using data analytics, making informed adjustments to improve effectiveness and ROI.
• Collaborate effectively with internal departments including Marketing, Category Management, Legal, and Logistics to ensure successful program implementation.

WHAT WE’RE LOOKING FOR:

• Minimum of 4 years of experience in managing customer loyalty programs or leading marketing/retention strategies and campaigns.
• Bachelor’s degree in Economics, Marketing, Management, or a related field.
• Proven experience in online and/or multi-channel retail or FMCG environments is highly desirable.
• Strong project management skills with the ability to coordinate resources and deliver successful outcomes.
• Hands-on experience with loyalty management tools across web and mobile platforms.
• Proficient in analyzing customer data and performance metrics to inform strategic decisions.
• Keen understanding of market trends and a strong interest in UX/UI design.
• Fluency in English is required.

WHAT WE OFFER:

• Challenging opportunity for long-term career development in a multinational company;
• Extensive opportunities for training and continuous professional growth;
• Work in an open and friendly environment;
• Competitive remuneration in line with your qualifications and professional experience;
• Additional benefits.

If you are interested in our opportunity, please send your CV. Your application data will be treated with strict confidentiality. Only short-listed candidates will be contacted.