Country CRM Manager

Amplifon is the global leader in the hearing care retail industry. Since 1950 we've been changing the lives of millions of customers all around the world. And though we are a global company that's constantly growing, we have a start-up approach and strive for innovation every day. We take pride in setting the standard for our industry and constantly challenge and improve the customer and employee experience.
More than 20,000 professionals every day in a network of 9,500 points of sales, spread throughout 24 countries and 5 continents, give back the joy of hearing, feeling and living to thousands of people across the world.
About the role About the role We are looking for a Country CRM Manager to lead the CRM strategy and execution for the Italian market, with the objective of strengthening customer engagement, increasing conversion and driving customer lifetime value.
In this role, you will own the development and execution of CRM campaigns and customer journeys across the customer lifecycle, leveraging customer data, insights and CRM technologies to deliver personalized and impactful experiences.
You will work closely with key stakeholders across Marketing, Sales, Digital, Data & Analytics and local business teams, ensuring CRM initiatives are aligned with business priorities and effectively translated into measurable results.
You will also collaborate with the Global CRM team, bringing global guidelines and best practices to the local market while identifying opportunities to continuously improve and innovate the Italian CRM approach.
Key responsibilities Define and execute the CRM strategy and roadmap for the Italian market, aligned with business and customer priorities.
Design and develop data-driven customer journeys and CRM campaigns across the customer lifecycle, from acquisition and conversion to retention and reactivation.
Manage CRM campaigns end-to-end, from campaign planning and audience definition to execution, monitoring and performance analysis.
Leverage customer data and insights to identify opportunities, improve segmentation and personalization, and increase campaign effectiveness.
Monitor and analyze key CRM KPIs, translating data into actionable recommendations and business improvements.
Work closely with Marketing, Sales, Digital, Data & Analytics and other stakeholders to ensure CRM initiatives are effectively integrated with the broader customer strategy.
Drive the adoption and effective use of CRM platforms, marketing automation tools and communication channels.
Ensure the effective implementation of global CRM guidelines and best practices within the Italian market, adapting them where necessary to local business needs.
Identify opportunities to test, optimize and scale CRM initiatives, leveraging a test-and-learn approach.
Contribute to the continuous improvement and standardization of CRM processes, ways of working and campaign measurement.
Manage external agencies and partners when required, ensuring quality, timelines and delivery against agreed objectives.
Required Skills & Experience Professional experience Bachelor's or Master's degree in Marketing, Business, Economics, Data Analytics, or a related field.
7+ years of experience in CRM, Customer Engagement, Customer Marketing, Marketing Automation or related fields, ideally within a consumer-facing environment.
Proven experience in designing and managing CRM campaigns and customer journeys end-to-end.
Strong knowledge of CRM platforms and marketing automation tools; Salesforce is a plus.
Solid understanding of customer segmentation, personalization, lifecycle management and CRM performance measurement.
Strong analytical skills and ability to translate customer data into actionable business insights.
Experience working cross-functionally with multiple stakeholders, ideally across Marketing, Sales, Digital and Data & Analytics.
Experience in project management and managing external partners/agencies is a plus.
Previous experience in retail, consumer services or other customer-centric businesses is a plus.
Mindset & Soft Skills Customer-oriented and data-driven mindset, with a strong focus on measurable business impact.
Strong analytical and problem-solving skills, with the ability to turn data into clear actions and recommendations.
Strong stakeholder management and communication skills, with the ability to influence and collaborate across different functions.
Strong ownership and ability to manage multiple priorities in a fast-paced and evolving environment.
Curious and innovative mindset, with a strong interest in customer trends, CRM technologies and new ways of engaging customers.
Hands-on approach, combined with the ability to operate strategically and translate plans into execution.
Location : Milan, Italy (Hybrid - allowing employees to work 6 days per month remotely)
Contractual Level : E