Is&T Crm

2 giorni fa

Lazio, Italia Bvlgari A tempo pieno

The IS Clienteling will be responsible for leading the design, governance, compliance and continuous enhancement of clienteling, customer service, and after-sales solutions within the Salesforce ecosystem.Acting as a main IT counterpart for business stakeholders, this role ensures the seamless integration of Salesforce Service Cloud and Marketing Cloud to deliver personalized and data-driven customer experiences.The position requires a balance of technical expertise, program management, and cross-functional collaboration to support business growth and customer engagement strategies across markets.Job responsibilities- Support the evolution of Salesforce-based Clienteling solutions, ensuring alignment with business priorities in clienteling, customer service, and Care processes.- Act as an internal expert on Salesforce Service Cloud and Marketing Cloud, overseeing solution architecture, customization governance, and vendor deliverables.- Manage end-to-end IT initiatives (requirements gathering, planning, execution, testing, rollout) ensuring on-time and on-budget delivery.- Supervise application support and enhancements in collaboration with external partners, ensuring service quality and continuous improvements.- Partner with retail, CRM, marketing, Care, Customer Service and digital teams to translate business requirements into effective Salesforce solutions.- Coordinate with system integrators and technology providers, ensuring accountability, performance, and adherence to IT and security standards.- Stay abreast of Salesforce ecosystem innovations and clienteling best practices in luxury retail to recommend future improvements.- Ensure that clienteling tools maximize customer insights and enable a 360° view of high-value clients, driving loyalty and retention.ProfileHard Skills / Requirements- Minimum 6–7 years of professional experience in IT solutions delivery, preferably within luxury retail, fashion, or consumer goods.- Proven expertise in Salesforce Service Cloud and Marketing Cloud, with solid understanding of solution configuration and customization.- Strong background in program/project management, with the ability to manage multiple initiatives and stakeholders across regions.- Experience in application maintenance and governance, coordinating internal and external resources.- Experience in UX/UI on IOS App.- Familiarity with clienteling processes (customer service, Care, CRM-driven personalization).- Solid understanding of data integration, CRM ecosystems, and omnichannel retail processes.- Proficiency in English (written and spoken); French is a plus.- Availability to travel.Soft Skills- Ability to connect IT initiatives with business priorities, customer engagement, and retail excellence.- Strong interpersonal skills to build effective relationships with business stakeholders and vendors.- Capacity to translate data into actionable insights and improvements.- Pragmatic approach to solution delivery, balancing technical and business needs.- Comfort operating in a fast-paced, cross-functional, and international environment.- Clear and structured communicator, able to engage both technical and non-technical stakeholders.#J-*****-Ljbffr

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