Global CRM Director

8 ore fa

Milano, Lombardia, Italia Amplifon Group A tempo pieno

About Amplifon Group

Amplifon is a global leader in the hearing care retail industry. The company has been changing the lives of millions of customers worldwide since 1950, with a focus on innovation and customer satisfaction.

We have a start-up approach despite being a global company that's constantly growing. Our goal is to set the standard for our industry and continuously improve the customer and employee experience.

Our network consists of 9,500 points of sales spread across 26 countries and 5 continents. Every day, more than 20,000 professionals give back the joy of hearing, feeling, and living to thousands of people around the world.

Job Description

We are seeking a Global CRM Director who will report directly into our Global CRM Associate Director, Daniela Cantale. As a Global CRM Director, you will think globally while acting locally, driving a harmonized customer-driven culture across the Company.

Your responsibilities will include:

  1. Strategy Setup: Contributing to defining the CRM strategic framework across all customer journeys and multiple channels to guarantee the achievement of objectives such as engagement, reactivation, conversion into purchase, and repurchase of the customer base.
  2. Country GoToMarket: Cascading CRM innovative initiatives in the countries and supporting the correct execution.
  3. Continuous Optimization: Through continuous performance monitoring, identifying all elements of boosting performance across the conversion funnel to ensure constant maximization of ROI and the contribution of CRM to total revenues.
  4. Monitoring: Constantly monitoring CRM performance, quantifying growth opportunities, developing business cases, and what-if scenarios, verifying the correct coverage of CRM management on the database, and maximizing ROI per channel (DM, Digital, CC, store).
  5. Fertilizing CRM skills in countries: Upskilling people capabilities, innovating culture and operating models through a continuous proposal of 'how-to-do' alternatives in the delivery of CRM strategies and creating a CRM community across the countries.
  6. Collaboration: Collaborating with key stakeholders in the global and local marketing department to launch innovative projects, supporting the integration, testing, and launch phases.

About You

To be successful in this role, you will need:

  • A minimum of 7 years of experience within the CRM area, ideally with international scope.
  • A university degree required (B&A, marketing, communication, management engineering).
  • Knowledge of marketing and CRM best practices, processes, and tools in highly customer-oriented organizations.
  • An attitude for band KPI monitoring, strong experience working with data and analytics.
  • Significant experience in dynamic, business, and customer-oriented environments, CX management, and marketing performance.
  • A high standard of work ethic, business acumen, customer understanding, and relationship skills.
  • The ability to work with sales and cross-functional teams.
  • The ability to develop and implement CRM best practices.
  • A strong entrepreneurial approach, 'get things done' attitude.
  • A strategic thinker but also hands-on manager able to handle multiple projects and priorities simultaneously.
  • Fluency in English.

Benefits

We offer a competitive salary of $120,000 - $180,000 per year, depending on your experience. Additionally, we provide a hybrid working policy, allowing employees to work 9 days/month remotely. We are committed to creating a winning culture that will lead our employees towards the future, starting from the improvement of our winning workplace.

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