Senior CRM Manager

About Us: Founded in 1878 by Silviano Venchi, Venchi has become a global leader in chocolate and gelato, blending Italian tradition with a commitment to craftsmanship and well-being. With over 145 years of history, Venchi offers more than 350 chocolate recipes and 90 gelato flavors, adhering to the highest quality standards while embracing the principles of the Mediterranean diet. The company focuses on enhancing life quality, social connections, and environmental respect through its products. Supported by over 1,600 employees, Venchi operates more than 180 stores in over 70 countries, with headquarters in Milan, a factory in Cuneo and 4 regional offices in Hong Kong, Shanghai, New York, and Beijing. Join us at Venchi and be part of a story that celebrates moments of cheerfulness with indulgent products crafted for your well-being. Your Mission: We are looking for a highly motivated, results-oriented and data-driven Senior CRM Manager to join our HQ based in Milan Reporting to the Head of Marketing, you will lead the development and execution of our global CRM strategy to drive customer engagement, retention, and lifetime value. You will play a strategic role in transforming customer insights into impactful campaigns, while fostering a culture of innovation, collaboration, and continuous optimization across teams and markets. Key Responsibilities: Define and implement a comprehensive CRM strategy to drive and accelerate customer acquisition, engagement, retention and reactivation across all channels and markets. Monitor and analyze performance throughout the customer lifecycle, identifying key conversion drivers and optimizing campaigns to maximize ROI and business impact. Oversee CRM performance, tracking and reporting, define and monitor the main CRM KPIs, and provide strategic insights to support business decisions. Manage the planning, deployment and analysis of CRM campaigns, with strong focus on email marketing, personalized customer journeys and the loyalty program. Drive the development and adoption of advanced CRM tools, including segmentation, marketing automation, personalization, and predictive analytics. Work in close partnership with global and local teams to pilot, optimize, and scale CRM initiatives and innovations across markets. Act as a CRM ambassador, fostering a strong internal community across global and local teams, facilitating best practices sharing and supporting local team upskilling. Collaborate cross-functionally with Brand, Communication, Digital and Commercial teams to align CRM strategies with broader marketing strategies and business objectives. Lead, mentor, and inspire a high-performing CRM team, fostering a culture of excellence, agility, and client-centricity. The Ideal Candidate: 7–10 years of experience in CRM strategy and execution, ideally in customer-centric and fast-paced industries; retail experience is needed. Solid background in marketing, business, communication, or management engineering. Proven track record in leveraging data and analytics to drive actionable insights and improve customer lifecycle performance. Experienced in working within cross-functional teams and managing complex, multi-market projects. Strong strategic mindset combined with a hands-on, execution-focused approach. Skilled in CRM tools and marketing automation platforms (experience with Microsoft Dynamics is a plus). Excellent project management and leadership capabilities, with the ability to coach and grow team members. Fluent in Italian and English; additional languages are a plus. ... and of course a chocolate and gelato lover What We Offer: Celebrate Success: Annual results-based bonus, with the option to convert it into welfare benefits. Lifelong Learning: You'll benefit from dedicated training plans for the development of your soft skills. Flexibility and Balance: Benefit from flexible working hours and hybrid work options. Global Vision, Local Flavour: Join a passionate, creative team where innovation thrives. From our global HQ in the heart of the city, near our iconic stores, help bring the Venchi experience to life. Together, we craft excellence, from sourcing premium ingredients to delivering joyful moments worldwide. Exclusive Sweet Benefits: Enjoy a 30% discount in-store and 40% off our e-commerce platform. Plus, you will receive special gifts packed with Venchi's finest chocolate. Benefit from tickets restaurant, access to two comprehensive welfare platforms, and additional private health insurance to enhance your personal well-being. Join us at Venchi and help us bring the Italian way of life and delicious flavors to every corner of the world We look forward to hearing from you