Amplifon is the global leader in the hearing care retail industry. Since 1950 we've been changing the lives of millions of customers all around the world. And though we are a global company that's constantly growing, we have a start-up approach and strive for innovation every day. We take pride in setting the standard for our industry and constantly challenge and improve the customer and employee experience. More than 20,000 professionals every day in a network of 9,500 points of sales, spread throughout 26 countries and 5 continents, give back the joy of hearing, feeling and living to thousands of people across the world.
What we are looking forDirectly reporting into our Global CRM Associate Director you will think Global through acting Local, driving a harmonized Customer driven culture across the Company, envisioning the complete end-to-end customer journey and all client-focused initiatives from ideation through development and execution.
Key Responsibilities:Strategy Set up: contribute in defining the CRM strategic framework across all customer journey and multiple channels in order to guarantee the achievement of objectives such as engagement, reactivation, conversion into purchase and repurchase of the customer base.Country Go To Market: cascading CRM innovative initiatives in the countries and supporting the correct execution.Continuous Optimization: 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 on the DB and maximize the ROI per channel (DM, Digital, CC, store).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 and creating a CRM Community across the countries.Collaborate with the key stakeholders in the global and local marketing department to launch innovative projects, supporting the integration, testing and launch phases.Support in fully leveraging and disclosing the use of a "stack" of enablers in service of CRM (Customer Segmentation, CVM Journeys Programs, Marketing Automation, Analytics).What you'll needPrevious experience (at least 7 years) within the CRM area, ideally with international scope.University degree required (B&A, marketing, communication, management engineering).Knowledge of marketing and CRM best practices, processes and tools in highly customer oriented organizations.Attitude for band KPI monitoring, strong experience working with data and analytics.Significant experience in dynamic, business and customer-oriented environments, CX management and marketing performance.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.Fluency in English.Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace. Aligned to this goal, we offer a hybrid working policy, allowing employees to work 9 days/month remotely. Workplace: Via Ripamonti 133, 20141, Milan (Italy).
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