Global Head Of Crm

Global Head of CRM The Fork • Milan, Lombardy, Italy Join our Movement and Champion Restaurant Culture At The Fork we believe that the best things in life happen around the table. As the leading restaurant booking platform in Europe we connect the broadest community of loyal diners with the world's favorite restaurants. Powered by innovation and a deep passion for the restaurant industry we create unique dining experiences across 11 countries. We're part of the Tripadvisor Group and proud to be building a diverse people-first culture where respect, ownership, growth and better together values thrive. If you're passionate about food technology and making a real impact your seat at the table is ready. Discover life at The Fork What You Will Do: As Global Head of CRM reporting to the Chief Marketing Officer you will be responsible for defining and driving the global CRM strategy to deliver sustained incremental business growth. Own and lead the global CRM strategy across Acquisition & Activation, Retention & Re‑engagement and CRM Capabilities both B2 B and B2 C. Build and maintain a clear global CRM playbook ensuring consistency while enabling local market execution. Design, develop and optimise lifecycle programmes across the customer journey with a strong focus on performance and scalability. Define and oversee the approach to ad‑hoc CRM canvases ensuring strategic alignment and commercial impact. Partner closely with central and local Marketing and Sales, Data and Product teams to drive execution and continuous improvement across all markets. Lead, develop and scale a high‑performing global CRM team setting clear priorities, goals and ways of working. Ensure CRM decisions and roadmaps are data‑led balancing analytical rigour with pragmatic decision‑making when information is incomplete. Contribute as a senior leader to broader marketing and company initiatives acting in line with The Fork's values and long‑term ambitions. You Must Meet These Critical Qualifications: Full professional fluency in English with excellent verbal and written communication skills. Over 12 years of professional experience including a minimum of 8 years in CRM or closely related roles within a pure digital or e‑commerce environment. Proven leadership experience with a track record of managing and developing mid‑sized teams. Advanced expertise in Microsoft Office and Google Workspace used confidently in a fast‑paced data‑driven setting. Meaningful prior experience with the CRM tools that we use (Braze, Tallon One, Hub Spot). Highly analytical with a strong bias towards data‑informed decision‑making. You Can Impress With These Additions: Fluency in French, Spanish and/or Italian. Hands‑on experience working closely with Brand, Product and/or Data teams. A collaborative team player with strong stakeholder management skills. A humble positive mindset with a genuine willingness to listen, learn and grow. Comfortable making sound decisions with incomplete information drawing on experience, commercial judgement and intuition when required. What We Offer You: An awesome team A permanent contract (that can be useful in life) Flexible working environment (2 days home office per week up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely) Competitive fixed salary and bonus Lunch vouchers available for each working day (because yes we like to try our best restaurants) International teams and a multicultural environment spanning 10 offices across Europe Highly inclusive working environment Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc Continuous learning and development programs Free access to the Calm app to help you build resilience wherever you are in your mental health journey Dedicated parental leave and caregiver leave policies (12 weeks fully paid) Health insurance Life & Disability Insurance at no cost to the employee Amazing offices with dining coffee points and leisure area Team building events All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately. We believe that we are better together and we welcome you for who you are. We endeavor to ensure that everyone—regardless of ability, age, socio‑economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status or any characteristic protected under applicable law—has the opportunity to reach their full potential. At The Fork we want you to bring us your unique perspectives and experiences so we can collectively continue disrupting the restaurant industry and go from good to great. The Fork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application interview or participation in the selection process due to health conditions or disability please direct your inquiries to Our HR team will review the request and respond accordingly. #LI-FF1 Required Experience: Director Employment Type: Full Time Vacancy: 1 #J-18808-Ljbffr