CRM Sr. Specialist

Philip Morris Services SA seeks a Senior CRM Specialist in Lausanne to lead 1-to-1 consumer communication strategies, driving engagement and retention through personalized, data-driven campaigns across multiple brands.

This position operates at the intersection of Digital, CRM Operations, Brand, Content, Data, and IT. The specialist is responsible for owning and developing the 1-to-1 consumer communications strategy for a diverse brand portfolio. The core mission involves crafting meaningful, personalized interactions that maintain consumer engagement throughout their entire journey.

Responsibilities

• Establish and execute a consumer-focused CRM strategy aimed at boosting engagement, retention, and lifetime value.
• Create and oversee a full CRM communications calendar, including automated lifecycle journeys and targeted campaigns.
• Design plans to ensure the consumer database remains active, engaged, and expanding.
• Utilize consumer data, segmentation, and behavioral insights to deliver personalized communications at scale.
• Serve as the main CRM liaison for internal teams across Brand, Content, Data, IT, and CRM Operations.
• Partner with CRM Operations to convert business needs into specific CRM requirements.
• Track and optimize key performance indicators such as deliverability, open rates, click-through rates, conversions, engagement, and retention.
• Proactively identify communication issues and implement corrective actions.
• Stay updated on emerging trends, technologies, and standards in CRM and marketing automation.
• Drive continuous improvement by converting consumer and campaign insights into actionable recommendations.

Requirements

• Demonstrated experience in CRM strategy, lifecycle marketing, and 1-to-1 consumer communications.
• Deep knowledge of CRM platforms, marketing automation tools, and customer lifecycle management.
• Strong understanding of consumer segmentation, audience management, personalization techniques, and database engagement strategies.
• Experience in developing and managing CRM communication plans from strategy through execution and optimization.
• Strong analytical capabilities to interpret performance data and translate insights into improvements.
• Excellent project management and organizational skills.
• Experience working in cross-functional environments and coordinating with diverse teams.
• Proficiency in English, German, and French.

What the company offers

• Freedom to define your future, take risks, experiment and explore.
• Part of an inclusive, diverse culture where everyone’s contribution is respected.
• Opportunities to pursue ambitions and develop skills with a global business.
• Pride in delivering the promise to society: to deliver a smoke-free future.

About the company

Philip Morris Services SA is transforming its business with the purpose of delivering a smoke-free future. Employees enjoy the freedom to dream up and deliver better, brighter solutions.

• The company is transforming its business with the purpose of delivering a smoke-free future.
• Employees enjoy the freedom to dream up and deliver better, brighter solutions.