Global CRM Strategy Manager

CRM/Call center Milano, Lombardia


Who we are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 17,000 professionals every day in a network of 11,000 points of sale / service centers / affiliates, give back the joy of hearing, feeling and living to thousands of people across the world.

In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it’s only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.

What we are looking for

We are looking for a skilled and ambitious talent to oversee and implement new strategies in the Corporate CRM Department.

You will participate to the activities of the team by analyzing and presenting data related to customer behavior and the customer lifecycle. You will support the Head of CRM with cross-channel activities, from conceptualization to analysis and execution, and proactively provide insights and suggest actions to improve the value of our customer base.

The position sought includes the following activities:

  • Strategy Set up: define a strategic management plan CRM across all customer journey in order to guarantee the achievement of objectives such as engagement, reactivation, conversion into purchase and repurchase of the customer base
  • Continuous Optimization Overseen: through continuous performance monitoring, identify all elements of boost performance across the conversion funnel to ensure constant maximization of the IRO and the contribution of CRM to total revenues
  • Country GoToMarket: cascading of the strategy in the countries (EMEA, APAC) and supporting the countries in the correct execution of the playbook; create a CRM Community across the countries and share best practice.
  • Monitoring: constantly monitor CRM performance, quantify growth opportunities, develop business case and what if scenario, verify the correct coverage of CRM management on the DB and maximize the ROI per channel (DM, Digital, CC, store)
  • Training & Change Management: fertilizing CRM skills in countries, upskilling of people capabilities, innovating culture and operating models through a continuous proposal of 'how of doing' alternatives in the delivery of CRM strategies


What you'll need

  • Previous experience (at least 4 years) in a similar role
  • University degree required (B&A, marketing, communication, management engineering)
  • Previous experience (at least 4 years) in a similar role
  • Knowledge of marketing and CRM best practices, processes and tools, as well as Loyalty programs in highly customer oriented organizations
  • Significant experience in dynamic, business and customer-oriented environments, CX management and marketing performance
  • Attitude for band KPI monitoring, experience working with data and analytics
  • High standard of work ethic, business acumen, customer understanding and relationship skills
  • Ability to work with sales and cross – functional teams
  • Ability to develop and implement CRM best practices
  • Strong entrepreneurial approach, “get things done” attitude
  • Strategic thinker but also hands on manager able to handle multiple projects and priorities simultaneously
  • Willingness to engage effectively across the business and with third parties, confidence in managing communication and interaction with C-Level Executives
  • Excellent verbal (and written) communication skills are essential
  • Fluent in English

While this is a highlight of what you’ll do, what you’ll get is pretty great too:
- Career path planning & mentorship
- The opportunity to make the difference and make more possible
- International project experience
- An amazing team of colleagues and leaders

We are looking for a creative and proactive candidate who wants to make the difference every day, working in a fast environment.