Group CRM

Within the Group Customer Experience & Value Proposition function, we are looking for a talented and proactive resource to join the team.

Key responsibilities of the role will include:

• Develop and evolve the Group CRM, customer contact, and engagement strategy.
• Define and oversee customer view, consents & preferences management.
• Define customer contact principles and governance across the customer lifecycle.
• Shape the roadmap for CRM and marketing technology capabilities.
• Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement.
• Partner with Group IT, Data, and Enterprise Architecture to design scalable and future‑ready solutions.
• Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.
• Support markets with frameworks, guidance, and capability development to drive consistent adoption.
• Monitor capability performance and recommend continuous improvements.
• Ensure CRM and marketing technology capabilities align with business strategy, customer experience objectives, and enterprise architecture.
• Represent Customer and Marketing in cross‑functional technology initiatives and influence technical decisions through strong domain expertise.
• Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement.
• Foster collaboration across Marketing, Technology, Data, Digital, and local business units to deliver shared outcomes.
• Ensure solutions comply with data privacy, consent, regulatory, and responsible AI requirements.
• Promote a culture of continuous improvement, knowledge sharing, and adoption of best practices across the organization.

• Operational CRM & Customer Engagement Expertise – Deep understanding of CRM strategy, customer lifecycle management, contact strategy, and omnichannel engagement
• CRM Technology & Architecture– Strong knowledge of CRM platforms, customer service and automation solutions, omnichannel architecture, API integrations, customer 360 & customer data platforms (CDP) capabilities, and customer journey orchestration
• Technical Credibility – Confident engaging with architects, engineers, and IT leaders on solution design, data integration, APIs, and enterprise marketing technology
• Strategic Thinking – Ability to translate business objectives into scalable CRM and engagement capabilities that deliver measurable customer and commercial outcomes
• Stakeholder Influence – Proven ability to build partnerships and influence across marketing, technology, data, and business teams within a global matrix organisation
• Innovation Mindset – Naturally curious with a passion for exploring emerging technologies and translating them into practical, value‑creating marketing capabilities
• Analytics & AI Proficiency – Solid knowledge of data architecture, customer data management and AI‑enabled marketing, including generative AI, predictive analytics personalization, next‑best‑action, and journey optimisation, with an understanding of responsible AI principles
• Continuous Learning – Keeps abreast of evolving trends in AI, customer marketing, data, and marketing technology, proactively identifying opportunities to enhance customer engagement and operational effectiveness
• Analytical & Data‑Driven – Uses customer insights, experimentation, and performance metrics to inform decisions and drive continuous improvement
• Leadership & Collaboration – Leads through influence, fosters collaboration across diverse teams, and champions innovation, governance, and best practice
• Experience in the Insurance or Financial Services industry is a plus
• Experience in an International environment and multinational company is a strong plus
• Knowledge and experience with Salesforce Stack are a plus, as well as with Dynamics 365, SAP CRM, Oracle, Pega and equivalents
• Minimum 3‑5 years of experience in CRM and customer lifecycle strategy is required

We offer employment at the manager level with the relevant salary, in accordance with the CCNL ANIA for non‑executive employees and the Generali Group Company Agreement.

Gross annual salary ranging between 56K€ and 70K€. The final offer will be aligned with the candidate’s professional experience, technical and soft skills relevant to the role, and may include an individual variable component.

We also offer

• Smart working and flexible hours
• Corporate welfare system
• Supplementary health insurance and discounted insurance policies
• Training and development
• Structured continuous learning paths (technical and managerial)
• Career development p