Member Experience Manager

Circle K

Are you passionate about creating meaningful customer experiences that inspire connection and loyalty? Do you believe that small moments can make a big difference? At Circle K, we’re on a mission to turn everyday journeys into something extraordinary — and we’re looking for someone like you to lead the way.

As our new Member Experience Manager, you’ll be at the centre of transforming how millions of customers across Europe experience loyalty with us. This is your opportunity to drive innovation, shape strategy, and deliver real value — all while working in a dynamic, collaborative, and people-first culture.

The role:

As Member Experience Manager, you’ll report to the Director of Member Experience and work at the intersection of customer loyalty, strategy, and innovation. You’ll manage the entire loyalty customer journey, develop enhancements to our Customer Value Proposition (CVP), and collaborate across departments to elevate satisfaction and retention. With data as your guide, you’ll shape the future of loyalty at Circle K.

What you´ll do:

Loyalty Customer Journey Management:

Analyse and optimize the loyalty customer journey to enhance overall customer experience.
Continuously monitor and update the customer journey map from a loyalty strategy perspective.
Define the future state of the customer journey based on the strategy and identify opportunities for enhancement.

EXTRA CVP Development:

Develop and implement new initiatives to enrich the Customer Value Proposition (CVP) for loyal customers, to strengthen the customer journey.
Conduct market research to understand customer needs and preferences.
Collaborate with cross-functional teams to execute initiatives aimed at enhancing the EXTRA CVP.

Gap Analysis and Closure:

Conduct gap analysis to identify areas of improvement in the loyalty customer journey.
Plan and implement activities to address identified gaps and improve the overall customer experience.
Work closely with relevant teams to ensure timely execution of gap closure activities.

Stakeholder Collaboration:

Collaborate with internal stakeholders, including marketing, RSO, and function teams, to align the loyalty customer journey with business objectives.
Ensure consistency and coherence across all touchpoints by aligning strategies with other functions.
Facilitate communication and collaboration between teams to deliver unified customer experience.

Data-Driven Decision Making:

Utilize data analytics to prioritize activities and initiatives for the loyalty customer journey.
Work with the Loyalty team and IT to prioritize activity plans based on data insights.
Incorporate customer feedback into the planning and implementation of updates in the customer journey.

IT Integration:

Collaborate with the product team to implement technological solutions that enhance the loyalty of customer journey.
Ensure seamless integration of loyalty programs and systems with other IT infrastructure.
Monitor and optimize IT systems to support the desired customer experience together with the product team.

Continuous Improvement:

Monitor key performance indicators (KPIs) related to customer satisfaction and loyalty.
Conduct regular reviews and evaluations to identify areas for improvement.
Iterate and refine strategies based on feedback and performance data to continuously enhance the customer experience.

What you´ll need:

Bachelor’s degree in business, Marketing, or similar; master’s preferred.
3+ years of experience in customer experience, loyalty management, or a related field.
Deep understanding of customer journey mapping and segmentation.
Strong analytical skills and ability to turn insights into actions.
Experience managing cross-functional projects and stakeholder relationships.
Knowledge of CRM and loyalty systems; tech-savvy with a problem-solving mindset.
Background in retail, e-commerce, FMCG, or management consulting is a plus.
Excellent communication skills and a collaborative, growth-oriented approach.

Why work with us:

Our office employment opportunities offer you career growth with an international company, plus a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you. Here’s some of the exciting perks we offer:

Alimentation Couche-Tard is a proud receiver of Gallup Exceptional Workplace Award (GEWA) for 3 years in a row.
Complete benefits packages (health insurance, pension contribution etc.).
Possibility to enroll in stock purchase plan.
Employee discount on fuel and in our stores.
Paid time off plan including vacation, sick days and personal days.
Work in a collaborative, dynamic, high performing and diverse team.
Learning opportunities to develop new skills and to evolve professionally in a fast-growing company.
Hybrid work to allow a sustainable work-life balance.

At Circle K, our culture is defined by all the team members who work here and how we interact with each other. Our guiding principles are the core values we live by and inform all our actions and business decisions. You can find them at Values and Culture | Circle K. We hope they resonate with you and look forward to discussing them during your interview.

Application and more information

At Circle K, we are dedicated to creating a seamless and rewarding customer experience. Join us in this exciting role where your strategic thinking, data insights, and innovative approaches will have a direct impact on our customer journey and business growth.

In this recruitment process Circle K is cooperating with the recruitment company Compass. For more information, contact Susanne Bryhn + 46 70 531 34 25 susanne.bryhn@compass.se.

We interview on a continuous basis, so please apply as soon as possible!

Deadline for application: As soon as possible, but no later than May 25

Type of Employment: Permanent

Location: Preferably Stockholm, Sweden.
Other possible locations: Copenhagen, Denmark or other Circle K offices in Europe

Visa requirements: A valid work permit from the EU/EEA (relocation assistance is not provided)

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