Stellantis is a leading global mobility player guided by a clear mission: to provide freedom of movement for all through distinctive, appealing, affordable and sustainable mobility solutions. Our Company's strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our 300,000 people, and our deep roots in the communities in which we operate.
We are looking for a Loyalty Manager - Enlarged Europe
The Loyalty Manager is responsible for defining, governing, and deploying Stellantis’ unified Loyalty framework across Enlarged Europe, ensuring consistent KPI measurement, scalable loyalty programs, and effective execution by NSCs.
The role acts as central orchestrator of Loyalty as a Tier‑1 business lever, translating EE strategy into market‑level execution, while safeguarding data integrity, governance, and performance tracking across brands and channels.
This role directly supports:
- Loyalty KPI deployment (NCBS, End‑of‑Term, Sales on Customer)
- Retention of the existing car parc
- Cross‑functional loyalty activation across Sales, Aftersales, B2B, Finance, and Network
Key Responsibilities
1. Loyalty Strategy & Framework (EE Ownership)
- Define and maintain the EE unified Loyalty framework across brands and channels (B2C, B2B, LCV, Leasing).
- Translate EE loyalty ambition into clear strategic pillars, priorities, and success criteria
- Ensure alignment between Loyalty strategy and Sales, Aftersales, Brand, B2B, and Financial objectives.
2. Governance & KPI Ownership
- Own Loyalty‑related Tier‑1 KPIs at EE level:
- Loyalty Rate (NCBS)
- End‑of‑Term retention (SFS / Leasys)
- Sales on Customer
- Define KPI logic, scope, targets, and roll‑out principles in coordination with stakeholders.
- Animate Loyalty governance forums (CFTs, steering committees, workstreams).
- Provide management‑ready reporting to EE leadership and Steering Committees.
3. NSC Delegation & Market Enablement (G10)
- Act as functional owner for Loyalty across G10 NSCs.
- Define clear roles & responsibilities between EE and NSCs.
- Provide NSCs with:
- Frameworks & guidelines
- KPI definitions and dashboards
- Toolkits and best practices
- Support NSCs in local implementation while ensuring EE consistency.
- Challenge and support markets on performance, execution quality, and KPI results.
4. Program Design & Activation
- Coordinate the design of loyalty programs and levers, including:
- CRM contact plans
- Dedicated offers and services
- End‑of‑Term and replacement cycle activation
- Dealer‑level loyalty and retention initiatives
- Ensure programs are scalable, measurable, and legally compliant (GDPR).
- Drive cross‑brand and cross‑channel fertilization where relevant
5. Data, Tools & ICT Coordination
- Act as business owner for Loyalty‑related data and ICT needs.
- Work with Digital / ICT teams to:
- Define requirements
- Support investment justifications
- Ensure data quality, availability, and usability
- Ensure Loyalty KPIs are trackable, reliable, and actionable across markets.
6. Change Management & Capability Building
- Drive change management for Loyalty across EE and NSCs.
- Contribute to:
- Training materials
- Process documentation
- Best‑practice sharing across markets
- Support dealer‑facing loyalty enablement in coordination with Network teams.
Key Interfaces
- EE Functions: Sales, Marketing, Aftersales, Finance, Digital/ICT, Network
- Brands: Mainstream, Premium, Pro One
- NSCs (G10): Managing Directors, Marketing Directors, Loyalty Owners
- Partners: SFS, Leasys, external research & data providers (e.g. NCBS)
Required Profile & Skills
- 8–12+ years in Sales, Marketing, CRM, Aftersales, or Business Performance roles
- Strong exposure to multi‑country, matrix organizations
- Proven experience in program governance and KPI management
Competencies
- Strong strategic & analytical mindset
- Excellent stakeholder management and influence without hierarchy
- Ability to translate complexity into clear, actionable frameworks
- Solid understanding of customer data, KPIs, and business performance
- High level of autonomy and ownership
Languages
English: fluent
Additional European languages: strong asset
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability.
Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.
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