Loyalty, CRM & Omni CX Senior Manager

At Public Group, we believe in the power of our people in a sustainable way. That's why we're not just focused on what you do, but who you become. We're committed to fueling your growth, because when you win, we all win. Imagine a place where you feel supported, valued, and empowered to make a real difference. A place where you can build a career you love, to leave your mark in our story! Public Group strategically invests to create an ecosystem of innovative scaleups around its core Omnichannel Retail business, with the objective to provide exciting customer experiences powered by operational excellence. We bring together technology, talent & entrepreneurship to create value in the Greek market & society. Our Omnichannel retail, in Greece and Cyprus, is the love brand Public, a Leading Omnichannel Home Living, Tech & Entertainment Retailer with long lasting heritage. Innovation is part of our DNA. Through our ecosystem of startups and organizations, - iRepair, Klarna, Douleutaras.gr, SVUUM, Bookvoice, BOX NOW, our tech PublicNEXT, Endeavour, Big PI, Metavallon, & Venture Friends - we offer pioneer services to our consumers. We operate 60 stores, 3 eShops and an ecosystem of digital properties such as: public ticketing, public business and bookfriends.gr. As part of the Marketing Team, the Loyalty, CRM & Omni CX Senior Manager, leads the Loyalty, Subscription Services, CRM and Omnichannel Customer Experience agenda across Public Group, shaping an integrated customer strategy that drives engagement, retention, Customer Lifetime Value and sustainable revenue growth. The role leads the relevant teams and capabilities and owns the strategic direction and evolution of Public’s loyalty ecosystem, subscription services, CRM capabilities, Gift Card business and key customer experience touchpoints, ensuring strong cross-functional alignment across Marketing, Commercial, Ecommerce, Retail, Technology, Data and Customer Service. •  💼 Competitive compensation & benefits package • 💰 Performance-based bonus scheme • 🧑‍⚕️ Comprehensive life & health insurance • 🏡 Flexible hybrid working model – to support your work-life balance • 🧡 Psychological support via a professional helpline for you and your family • 🚀 Career growth opportunities in a role that evolves with you • 🎉 Valuable experience in a well-known and fast-growing organization • 📚 Continuous learning and upskilling through tailored programs • 🏃🏽‍♂️ Employee Wellness Program – office Pilates & sports te

Why Join Us? It's More Than a Job in Retail, It's Your Story. At Public Group, we believe in the power of our people in a sustainable way. That's why we're not just focused on what you do, but who you become. We're committed to fueling your growth, because when you win, we all win. Imagine a place where you feel supported, valued, and empowered to make a real difference. A place where you can build a career you love, to leave your mark in our story! Public Group strategically invests to create an ecosystem of innovative scaleups around its core Omnichannel Retail business, with the objective to provide exciting customer experiences powered by operational excellence. We bring together technology, talent & entrepreneurship to create value in the Greek market & society. Our Omnichannel retail, in Greece and Cyprus, is the love brand Public, a Leading Omnichannel Home Living, Tech & Entertainment Retailer with long lasting heritage. Innovation is part of our DNA. Through our ecosystem of startups and organizations, - iRepair, Klarna, Douleutaras.gr, SVUUM, Bookvoice, BOX NOW, our tech PublicNEXT, Endeavour, Big PI, Metavallon, & Venture Friends - we offer pioneer services to our consumers. We operate 60 stores, 3 eShops and an ecosystem of digital properties such as: public ticketing, public business and bookfriends.gr. As part of the Marketing Team, the Loyalty, CRM & Omni CX Senior Manager, leads the Loyalty, Subscription Services, CRM and Omnichannel Customer Experience agenda across Public Group, shaping an integrated customer strategy that drives engagement, retention, Customer Lifetime Value and sustainable revenue growth. The role leads the relevant teams and capabilities and owns the strategic direction and evolution of Public’s loyalty ecosystem, subscription services, CRM capabilities, Gift Card business and key customer experience touchpoints, ensuring strong cross-functional alignment across Marketing, Commercial, Ecommerce, Retail, Technology, Data and Customer Service. Key Responsibilities: Loyalty Ecosystem • Define and lead Public Group’s loyalty strategy and roadmap, continuously evolving the customer value proposition across physical and digital channels. • Own the development and optimization of Public+, Public’s loyalty ecosystem, which has reached more than 1 million members in less than two years • Develop loyalty mechanics including cashback, personalized benefits, partnerships and new member propositions. • Drive customer engagement, frequency, retention and lifetime value through data-driven loyalty initiatives • Establish and monitor loyalty KPIs, customer economics and business performance to ensure sustainable program growth and profitability. Subscription Services • Define the strategy and roadmap for Public’s subscription services, identifying new propositions that strengthen customer relationships and create recurring revenue opportunities. • Develop and optimize subscription benefits, pricing, customer journeys and lifecycle management. • Monitor subscription acquisition, engagement, retention, churn and overall customer value. CRM & Customer Lifecycle Management • Define and execute Public Group’s CRM strategy, with the objective of maximizing Customer Lifetime Value across diverse customer segments. • Lead the execution of an omnichannel automation strategy across Email, SMS, Viber, push notifications and emerging communication channels. • Own Public’s marketing automation capabilities and platform, ensuring their continuous development and effective integration within the broader customer ecosystem. • Develop customer segmentation and lifecycle strategies based on behavioral, transactional, RFM and value-based analytics. • Develop automated customer journeys and next-best-action approaches based on customer behavior, lifecycle stage and commercial priorities. • Partner with Technology, Commercial and Data teams to strengthen customer data integration, personalization and real-time activation capabilities. Omnichannel Customer Experience & Voice of Customer • Oversee the establishment and continuous development of Voice of Customer (VoC) programs, including NPS and other customer satisfaction and experience metrics. • Translate customer feedback, behavioral data and analytics into actionable insights and strategic priorities. • Identify customer pain points and lead cross-functional initiatives to improve journeys, products and services. Team Leadership & Cross-functional Collaboration • Lead, coach and develop the team, ensuring strong capabilities across Loyalty, Subscription Services, CRM and Customer Experience. • Define team priorities, responsibilities, KPIs and ways of working, fostering a high-performance and customer-centric culture. • Act as a key member of the Marketing team, ensuring that loyalty, CRM and CX strategies are fully integrated with the broader marketing and commercial agenda. • Collaborate closely with Commercial, Retail, E-commerce, Technology, Data, Finance and Customer Service teams to deliver integrated customer initiatives. • Manage strategic technology and service partners supporting CRM, loyalty, customer engagement and CX capabilities. • Build business cases and provide senior management with customer insights, performance analysis and recommendations to support strategic decision-making. Qualificatios: • 5+ years of experience in CRM, Loyalty, Customer Experience, Digital Marketing, Subscription Services or related fields, with proven experience in a senior leadership role. • Proven track record in developing and scaling loyalty and subscription strategies, driving customer engagement, retention, frequency, lifetime value and profitable growth. • Strong expertise in CRM, lifecycle management, customer segmentation, marketing automation, personalization and omnichannel customer engagement, with hands-on experience across digital communication channels and customer data platforms. • Stron