Customer Club Manager (VIP)

Factory 54 is a leading fashion and lifestyle group, with headquarters in Tel Aviv and Amsterdam and a strong presence across Israel and Europe. As part of the Irani Group, we are home to approximately 2,000 employees across the organization, including around 450 employees at our HQ across Technology, Digital, E-commerce, Marketing, HR, Merchandising, Logistics, Finance, Business Development, Content, PR and more.

We operate almost entirely in-house, driven by a strong commitment to innovation, excellence and full ownership of the customer experience. Our HQ also includes an advanced technology team developing innovative solutions for the retail and e-commerce ecosystem.

Factory 54 imports, markets and operates more than 150 leading international luxury fashion, footwear, accessories and beauty brands. Our business spans a nationwide retail network, a leading e-commerce platform, a large-scale loyalty program, premium customer experiences, global collaborations and year-round collection launches.

As the company continues to grow, we offer a dynamic and fast-paced environment where fashion, technology and business come together every day.

About the Role

We are looking for a Customer Club Manager to lead and develop Factory 54's customer loyalty program, including its VIP community.

This is a key role focused on strengthening long-term relationships with our customers, deepening engagement and creating highly personalized, premium and memorable customer experiences.

The role combines customer strategy, CRM, marketing, data and relationship management, with a strong emphasis on understanding customer needs, identifying opportunities and translating insights into meaningful business and customer initiatives.

The ideal candidate brings a strong business and analytical mindset, creativity and a genuine passion for fashion and marketing, together with high emotional intelligence, exceptional service orientation and a natural ability to build strong interpersonal relationships and trust.

Key Responsibilities

• Develop and implement the overall Customer Club strategy, including the VIP program and concierge services.
• Plan, manage and execute targeted marketing campaigns for existing and prospective members.
• Manage and continuously develop the customer database, including segmentation, profiling and identification of business and marketing opportunities.
• Drive customer acquisition, engagement, retention and overall loyalty program growth.
• Develop personalized customer journeys and lifecycle communications, including marketing automation.
• Build and maintain ongoing relationships with Club members, with a particular focus on VIP customers, creating personalized experiences and strengthening long-term loyalty.
• Develop a deep understanding of customer needs, preferences and behaviors, and translate insights into relevant customer and business initiatives.
• Manage the Customer Club budget and prepare monthly performance reports.
• Identify and develop external partnerships that enhance the Club offering through exclusive benefits, experiences and collaborations.
• Analyze performance data, identify trends and translate insights into clear actionable recommendations.
• Work closely with CRM, marketing automation, communication and analytics platforms.
• Monitor key KPIs and continuously identify opportunities to improve customer engagement and business performance.
• Collaborate closely with internal stakeholders across Retail, Customer Service, Marketing, Digital and Sales to ensure a consistent, seamless and high-quality customer experience.

Requirements

• 2+ years of experience managing a customer loyalty program, customer marketing or a customer-centric marketing function – required.
• Previous experience managing a VIP customer program – a significant advantage.
• Strong hands-on experience with CRM and marketing communication platforms.
• Strong analytical skills, with the ability to analyze data, identify insights and translate them into actionable initiatives.
• Excellent written and verbal communication skills.
• Creativity, initiative, ownership and a proactive approach.
• Experience working with external vendors, business partners and multiple internal stakeholders.
• Bachelor's degree in Marketing, Communications, Business Administration or a related field -an advantage.
• High emotional intelligence and excellent interpersonal skills, with a natural ability to build relationships and establish trust.
• Exceptional customer-service orientation and a genuine commitment to delivering a premium customer experience.
• Strong attention to detail and ability to manage multiple priorities.
• Fluent English – additional languages are an advantage.
• A genuine passion for fashion, luxury, customer experience and marketing.

What You'll Do Best Here

You will have the opportunity to shape one of Factory 54's most important customer-facing ecosystems - combining data, CRM, marketing and personal relationships to create meaningful experiences for our customers and drive long-term loyalty.