Job Description

CRM & Customer Operations Specialist (D/E)

CRM/Call center Baar, Zug


Description

Amplifon is a quality provider and the world's leading hearing solutions specialist with more than 70 years of experience. Our passion is to create positive customer experiences and to improve our customers' quality of life with hearing-related offers and services. In Switzerland, we are represented by 99 specialist stores.

For our Marketing Team at our headquarters in Baar (ZG), we are looking for a CRM & Customer Operations Specialist (D/E).
As a CRM & Customer Operations Specialist you will be responsible for optimizing and orchestrating cross-media campaigns with a focus on customer loyalty and -activation along the entire customer journey. In doing so, you will analyze the customer experience, the various touchpoints, as well as the process and data quality and actively participate in the data-driven generation of recommendations for action for campaigns, services and platforms. You are responsible for the further development of the CRM strategy as well as the implementation and management of the new CRM system and interact with various interfaces.

An important basis of the activity is also the definition of KPIs for success control and the creation of holistic tracking concepts for the individual touchpoints of the customer journeys and support of their implementation and quality assurance of the measures.

Your tasks
  • Further development of the CRM strategy (towards marketing automation and data driven marketing)
  • Responsible for the implementation, operation and administration of Adobe Experience Cloud
  • Development and orchestration of CRM measures for off- and online campaigns
  • Designing email and SMS campaign processes
  • Improving customer engagement and activation along the entire funnel
  • Definition of target groups, taking into account appropriate segmentation methods and providing data for customer targeting
  • Analysis, maintenance and development of existing customer addresses and sustainable development of the customer base and data quality
  • Creation of holistic tracking concepts for digital touchpoints and support of analytics solutions (Adobe Analytics / Target)
  • Ongoing monitoring and reporting of results as well as execution of campaign performance, web and customer journey and funnel analyses with corresponding recommendations for action
  • Build and integrate interface solutions (e.g. API) to other systems in collaboration with third party vendors
  • Responsible for the management of the external customer service center
  • Interface with IT for further developments and system support
Your profile
  • Successfully completed studies with focus on (online) marketing or media sciences or alternatively comparable education. Or basic education and / or studies with focus on. Business Administration/ Business Informatics or Information Science
  • Professional experience in offline CRM, as well as digital, data and technology based environment
  • Mastery of marketing and advertising tools, ideally Adobe Experience Cloud with Adobe Campaign, Target, Analytics and Audience Studio
  • Passion for marketing, campaigns, strategy, communications, marketing automation and data analytics
  • Extensive knowledge with CRM systems, web analytics systems and email marketing systems
  • Good technical understanding of CRM and ERP systems, email marketing, online marketing
  • Experience in tracking and tag management. Ideally good knowledge of digital analytics solutions (e.g. Google Analytics and Google Tag Manager, Adobe Analytics and Adobe Target)
  • Confident use of MS Office especially Excel and PowerPoint
  • Knowledge of Microsoft Power BI an advantage
  • Strong, analytical and communication skills, as well as conceptual thinking and organized work with a focus on solution orientation
  • Knowledge in analytically driven processing of extensive customer bases as well as in the design of multi-level and diversified campaign workflows
  • Interest in optimizing existing structures and enriching them with innovative concepts
  • High degree of initiative, enthusiasm for working independently and a feel for customer needs
  • Enthusiasm for CRM and customer segmentation and personalization
  • Ability to combine and analyze data in a variety of ways to derive valuable insights
  • Experience with conversion-oriented sales structures
  • Understanding of the company's communication strategy and how to target customers
  • Very good written and spoken German and English skills
  • Team player who can adapt to a dynamic environment and knows how to meet deadlines
What we offer
  • Challenging tasks and independent work in a young, friendly and highly motivated team
  • A linear, flat organization that allows a certain flexibility and quick decisions
  • A company where you can develop your ideas
  • National as well as international environment
  • A lots of co-design opportunities in building and integrating the Adobe Experience Cloud
Top talent makes us number 1, which is why we are looking for you!

We look forward to receiving your application and having an initial conversation with you.