Job Description

CRM & Customer Operation Specialist

Marketing Milano, Lombardia


Description

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 Italian CRM Department assessing a new operative store model, evolving the store as a fully integrated performance channel

You will participate to the activities of the team by leveraging the shop channel as a key enabler to maximize CRM performances, supporting the Head of CRM with  a variety of 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:

  • As is mapping: analyse current approach in order identify best practice across 600+ shops on customer management finalizing a playbook that can be used by all shops to engage the customer base
  • New operative model: deliver to customers a personalized in store experience based on 1:1 CRM strategy
  • Engaging model: leverage communication and leadership skills to generate engagement and active contribution on CRM activities
  • Cross-Department fertilization: using all the information in a bi-directional way, to help other departments to fine tune the strategy and innovating culture and operating models through a continuous optimization proposal
  • End To End accountability: 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 ROI and the contribution of CRM to total revenues
  • Monitoring: constantly monitor CRM performance, quantify growth opportunities, develop business case and what if scenario, verify the correct coverage of CRM management shop by shop

    What you'll need
  • Previous experience (at least 4 years) in a similar role
  • University degree required (B&A, marketing, communication, management)
  • 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 both in Italian and in English