Group CRM

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

• 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
• Meal vouchers
• Supplementary health insurance and discounted insurance policies
• Well-being initiatives
• Training and development
• Structured continuous